Guest Experience Manager

Four Seasons Hotels and Resorts • Boston, MA

12h • $76,500 - $82,500 • Onsite

About The Position

The Guest Experience Manager is part of the Front Office Management Team within the Rooms Division and leads the overall guest experience at Four Seasons Hotel One Dalton Street, Boston. The role manages the arrival and departure experience for VIP guests and works to make each stay memorable and seamless. The manager develops guest-experience initiatives across the full stay, oversees service coordination for VIP and other priority guests, and partners with operational leaders to ensure consistent service across hotel outlets. The position also requires sound, timely decisions that balance guest needs with the hotel's financial, safety, and staffing goals, along with prompt escalation and resolution of guest issues.

Requirements

• 2–3 years of luxury hotel supervisory experience.
• Computer literate.
• Superior guest-service and salesmanship skills.
• Excellent analytical and organizational skills.
• Detail-oriented focus.
• Proven leadership ability.
• Strong managerial and supervisory skills.
• Reading, writing, and oral proficiency in English.
• Must already be legally permitted to work in the United States; visa sponsorship is not available.

Nice To Haves

• College degree in Hospitality preferred.

Responsibilities

• Drive the overall guest experience and develop initiatives spanning arrival, the stay, and departure.
• Manage VIP, Special Attention, Specialty Suite, and Return Guests, coordinating and monitoring arrangements between guests and relevant departments.
• Oversee Elite guest stays, including pre-arrival planning, room allocation, arrival greetings, and check-ins during the stay.
• Determine amenities for VIP, Special Attention, Specialty Suite, and Return Guests and coordinate them with the management team.
• Partner with operational leadership to ensure consistent service execution across all outlets.
• Make timely and impromptu decisions that balance guest needs with the hotel's financial, safety, and staffing goals.
• Resolve challenges and service glitches during VIP stays, keeping the Director of Rooms and Planning Committee promptly informed of problems or unusual matters so corrective action can be taken.
• Ensure departments follow up on service glitches in a timely manner.
• Perform other tasks or projects assigned by hotel management and staff.
• Assist other departments in resolving problems as required.

Benefits

• Zero-cost medical, dental, and vision insurance for the employee and eligible dependents after 30 days.
• Complimentary life insurance.
• Matched 401(k) retirement plan after one year.
• Employee travel program after six months.
• Complimentary daily employee meals.
• Discounted parking and public transportation.
• Complimentary laundry.
• Paid time off, holidays, personal days, and floating holidays.

What This Job Offers

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