Guest Experience Supervisor, Full Time

Four Seasons Hotels and Resorts • Denver, CO

11d • $26

About The Position

As a Guest Experience Supervisor, you will play a pivotal role in ensuring that our guests have a seamless and memorable stays at FS DEN. Being a crucial part of guest experience journey, your primary responsibility will be overseeing and coordinating all aspects of a guest's stay experience, from anticipating their needs during pre-arrival, to exceeding their expectation during their stay with us. Your ability to deliver warm, welcoming and personalized service will be instrumental in elevating guest satisfaction with brand loyalty.

Requirements

• Minimum 2 years of luxury hotel experience in Front Desk, Guest Experience or Concierge.
• Must have experience in Opera
• Skilled active listening and problem solving.
• As our hotel is open 24/7, 365 days a year, we expect our Guest Experience Supervisor to be flexible in working mornings, evenings, weekends, and holidays.

Nice To Haves

• Experience in Concierge and PBX is highly preferred

Responsibilities

• VIP Guest Management Develop and maintain relationship with GEM guests and VIP guests, ensuring all their preferences are notated and provided during their stay with us. Including special arrangements and personalized services. Assist with VIP guest room reservations, room assignments and check in.
• Guest Relations/Concierge Addressing VIP guest inquires, concerns and feedback promptly and professionally. Such as concierge requests and transportation requests. Coordinate efforts across departments to create lasting memories for guests celebrating special occasions. Coordinate the meet and greet for VIP arrival
• Guest Experience Enhancement Assisting GEM with implementing guest recognition programs and initiatives, including but not limited to pre-arrival communication, handwritten welcome notes, arranging personalized amenity. Mid stay check, and post departure communication
• Collaborate with various departments to ensure seamless guest experience across all touch points.
• Problem Resolution Demonstrate effective problem resolution skills and handle challenging situations with poise and tact, focused on a solution-oriented approach, and a commitment to guest satisfaction
• Quality Assurance Assisting GEM with regular evaluation of guest interactions and feedback to identify trends and areas for improvement.

Benefits

• Medical, dental, and vision insurance
• Paid Time Off and Vacation Pay
• 401k participation with company matching program
• Complimentary stays at Four Seasons worldwide, subject to availability
• Discounted RTD Flex Pass
• Free shift meal prepared by the culinary team
• Complimentary cleaning of employee uniforms

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees