Guest Experience Manager

Four Seasons Hotels and Resorts • Palo Alto, CA

1d • $80,000 - $85,000

About The Position

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. About the location: A contemporary business hub with the highest standards of innovative hospitality. At the heart of Silicon Valley, experience a first-hand connection to the region’s tech legacy, sports and music venues and discover local adventures blended with artful sophistication. Four Seasons Hotel Silicon Valley brings an inventive approach to creative events, seasonal pop-up experiences, lifestyle facilities and culinary craftsmanship that culminate in the ultimate urban getaway. Four Seasons Hotel Silicon Valley is proud to provide our guest the highest standards of luxury and personalized service. At Four Seasons we believe in recognizing a familiar face, welcoming a new one and treating every one we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us, discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. The Opportunity: Four Seasons Hotel Silicon Valley is currently looking for a Guest Experience Manager. Essential function of the job: Responsibilities and essential job functions include but are not limited to the following: Guest Journey and Experience Design Lead the full guest journey from pre-arrival through post-departure with a focus on personalization, recognition, and emotional engagement. Design, maintain, and evolve guest experience, levels of service, rituals, and service cues that reflect Four Seasons. Identify service gaps and create innovative enhancements that elevate the guest experience across all departments. Oversee a variety of select guests’ programming with a focus on accuracy, communication, and timely execution. Elite and Elite Centrally Served Guests When Elite Guests have a reservation at the property, the Director/Manager of Guest Experience is responsible for the oversight of each Elite Guest’s stay, working closely with Elite Contact to ensure a seamless experience. For Elite-Centrally Served Guests, the Director of Guest Experience will personally serve as the dedicated On-Property Point of Contact, following checklist responsibilities and maintaining continuous com In the event the Director/Manager of Guest Experience is unavailable, they must delegate an alternative dedicated On-Property Point of Contact for each Elite Centrally Served Guest to ensure uninterrupted service. Operational Leadership Partner with all operating departments to support consistent service delivery. Lead operational team involved with personalized service. Track trends in guest feedback and lead cross-department action plans to resolve root causes. Collaborate with the General Manager and Director of Rooms on sensitive cases to ensure positive resolution. Service Recovery and Guest Advocacy Work with the Learning and/or Quality Assurance Manager to analyze guest satisfaction scores, sentiment data, and behavioral insights to guide improvements. Monitor key performance indicators including response times, recovery outcomes, and select guest satisfaction (Elite-CS, Elite, HRG, and other guest types as applicable). Lead regular reviews with department heads to ensure accountability for guest experience performance. Leadership and Culture Model a culture of empathy, emotional intelligence, and Four Seasons behaviors. Coach leaders and employees on guest interaction skills and recognition fundamentals. Support training for new department leaders on guest experience expectations. Serves as an advisor on the overall Guest Experience to the Planning Committee through the Director of Rooms or Hotel/Resort Manager. Innovation and Brand Standards Lead initiatives that elevate personalization through digital tools such as Golden and Golden Exp, guest preference capture, and in-room experience programs. Partner with Corporate teams to pilot new tools, refine standards, and share best practices as applicable. Uphold brand guidelines and ensure consistent global alignment. Performs Front Office MOD shifts when needed and ensure a smooth daily operation – Manages the Front Desk, Guest Services and CORE team Perform other tasks or projects as assigned by hotel management.

Requirements

• Minimum five years of progressive leadership experience in luxury hospitality.
• Proven expertise in Guest Experience, Front Office, Concierge, or Rooms Division leadership.
• Strong emotional intelligence, diplomacy, and communication skills.
• Demonstrated ability to manage complex service recovery situations with grace and authority.
• Strong analytical capability and comfort with guest experience systems and data tools.
• Ability to lead cross-functional teams and influence without formal authority.
• Flexible approach required for a fast-paced and guest-driven environment.
• Must be flexible with schedule – Able to work weekdays, weekends, holidays and nights.

Responsibilities

• Guest Journey and Experience Design Lead the full guest journey from pre-arrival through post-departure with a focus on personalization, recognition, and emotional engagement.
• Design, maintain, and evolve guest experience, levels of service, rituals, and service cues that reflect Four Seasons.
• Identify service gaps and create innovative enhancements that elevate the guest experience across all departments.
• Oversee a variety of select guests’ programming with a focus on accuracy, communication, and timely execution.
• When Elite Guests have a reservation at the property, the Director/Manager of Guest Experience is responsible for the oversight of each Elite Guest’s stay, working closely with Elite Contact to ensure a seamless experience.
• For Elite-Centrally Served Guests, the Director of Guest Experience will personally serve as the dedicated On-Property Point of Contact, following checklist responsibilities and maintaining continuous com In the event the Director/Manager of Guest Experience is unavailable, they must delegate an alternative dedicated On-Property Point of Contact for each Elite Centrally Served Guest to ensure uninterrupted service.
• Partner with all operating departments to support consistent service delivery.
• Lead operational team involved with personalized service.
• Track trends in guest feedback and lead cross-department action plans to resolve root causes.
• Collaborate with the General Manager and Director of Rooms on sensitive cases to ensure positive resolution.
• Work with the Learning and/or Quality Assurance Manager to analyze guest satisfaction scores, sentiment data, and behavioral insights to guide improvements.
• Monitor key performance indicators including response times, recovery outcomes, and select guest satisfaction (Elite-CS, Elite, HRG, and other guest types as applicable).
• Lead regular reviews with department heads to ensure accountability for guest experience performance.
• Model a culture of empathy, emotional intelligence, and Four Seasons behaviors.
• Coach leaders and employees on guest interaction skills and recognition fundamentals.
• Support training for new department leaders on guest experience expectations.
• Serves as an advisor on the overall Guest Experience to the Planning Committee through the Director of Rooms or Hotel/Resort Manager.
• Lead initiatives that elevate personalization through digital tools such as Golden and Golden Exp, guest preference capture, and in-room experience programs.
• Partner with Corporate teams to pilot new tools, refine standards, and share best practices as applicable.
• Uphold brand guidelines and ensure consistent global alignment.
• Performs Front Office MOD shifts when needed and ensure a smooth daily operation – Manages the Front Desk, Guest Services and CORE team
• Perform other tasks or projects as assigned by hotel management.

Benefits

• Be part of a cohesive team with opportunities to build a successful career with global potential
• Medical, dental, and vision insurance
• Holiday, vacation, and sick pay
• 401k participation with a company matching program
• Complimentary stays at Four Seasons worldwide (subject to availability)
• Free employee meals prepared by the culinary team
• Complimentary dry cleaning of employee uniforms
• Free employee parking

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed