Guest Experience Manager

Four Seasons Hotels and Resorts•Denver, CO

1d•Onsite

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. An urban retreat in the heart of the Mile High city. Plan a getaway at our elevated mountain metropolis. Explore a variety of sporting events and concerts across the Mile High City, feel the warmth of family-friendly performing arts classics or hit the slopes just a short drive away from Four Seasons Hotel Denver. Stay in for the quiet nights with 24-hour room service, savour locally sourced ingredients prepared by classically trained chefs, slip into bliss with handcrafted cocktails at EDGE Restaurant & Bar or unwind at our spa with a selection of rejuvenating treatments.

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.
Strong communication skills
Quick problem solver
US work authorization is required

Nice To Haves

Two to five years previous experience in Guest Experience or a related field preferred

Responsibilities

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 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 Manager of Guest Experience will personally serve as the dedicated On-Property Point of Contact, following checklist responsibilities and maintaining continuous communication with the Global Guest Relations Advisor and the Elite Contact throughout the guest’s visit.
In the event the 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 the Guest Experience team and all teams involved with personalized service.
Oversee daily operations related to arrivals, in-house service recovery, and departures.
Ensure accurate and timely communication of guest preferences, important arrivals, and special events to all departments.
Act as the property’s primary advocate for guest concerns.
Lead all serious service recovery situations with calm, empathy, and professionalism.
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.