Guest Experience Manager

Four Seasons Hotels and Resorts•Palm Beach, FL

7d•Onsite

About The Position

The Guest Experience Manager oversees and enhances the overall guest experience, with particular focus on VIP recognition, personalization, service recovery, and pre-arrival planning. The role works closely with Front Office, Housekeeping, Pool & Beach, Food & Beverage, Spa, and other operational teams to coordinate seamless, individualized guest experiences. As an Assistant Manager within the Front Office, the position also supports resort operations and may provide Resort Assistant Manager coverage based on business needs. The role manages the VIP guest journey from pre-arrival planning through the in-house experience and post-stay follow-up, coordinates personalized arrangements across resort departments, and monitors guest satisfaction. The position also supports room-readiness priorities, participates in daily operational meetings, and helps identify ways to improve the guest journey and loyalty.

Requirements

Bachelor's degree.
Previous operational management experience within Rooms, Front Office, Food & Beverage, or a similar luxury hospitality environment.
Strong leadership skills and a passion for developing exceptional guest experiences.
Exceptional communication, interpersonal, and relationship-building skills.
Strong service-recovery and problem-solving capabilities.
Ability to anticipate guest needs and translate preferences into personalized experiences.
Excellent organizational skills and strong attention to detail.
Ability to collaborate effectively across multiple operational departments.
Ability to remain composed, professional, and solutions-oriented in a fast-paced environment.
Advanced understanding of luxury hospitality service standards.
Ability to read, write, and communicate effectively in English.
Valid authorization to work in the United States at the time of application.
Ability to work mornings, evenings, weekends, and holidays.
Flexibility based on resort occupancy and operational needs, including providing Resort Assistant Manager coverage.

Responsibilities

Create customized and memorable guest experiences through recognition and personalized service.
Manage VIP guest experiences from pre-arrival planning through the in-house stay and post-stay follow-up.
Contact VIP guests before arrival to confirm transportation, learn preferences, and help arrange personalized itineraries.
Address service challenges promptly and work to resolve guest concerns before departure.
Review VIP guest rooms before arrival to confirm cleanliness, amenities, preferences, and special arrangements.
Coordinate VIP experiences across Housekeeping, Pool & Beach, Food & Beverage, Spa, Front Office, and other resort departments.
Welcome and recognize VIP guests during curbside and limousine arrivals.
Serve as the primary point of communication for VIP guest experiences throughout the resort.
Monitor guest satisfaction and identify opportunities to improve service, personalization, and loyalty.
Manage room-readiness priorities and coordinate with operational teams to support timely arrivals.
Participate in daily operational meetings and communicate VIP arrivals, preferences, and stay purposes to resort leadership.
Partner with Resort Assistant Managers and Front Office leadership to support daily operations.
Provide Resort Assistant Manager coverage when required by operational and business needs.
Identify opportunities to elevate the guest journey and create meaningful, personalized experiences.