Guest Experience Supervisor

Four Seasons Hotels and Resorts

About The Position

About Four Seasons: 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: Nestled along a two-mile (3.2-kilometre) stretch of beach in Puerto Rico’s Bahia Beach community, Four Seasons Resort and Residences Puerto Rico is also surrounded by its own 483-acre (195-hectare) private nature reserve. The property is seamlessly integrated with its natural surroundings, allowing guests and residents to immerse themselves in the white sand beaches, verdant walking trails, and myriad outdoor activities – from golf, tennis, swimming and beyond. About the role We are seeking a highly engaged Guest Experience Supervisor, who shares a passion for excellence and infuses enthusiasm into everything they do. This position has the opportunity to shape employee experience by providing exceptional knowledge and service in support of our hotel.

Requirements

Minimum of 1 Year Guest Experience
Strong verbal and written communication skills
Excellent problem-solving and relationship-building skills
Excellent personal presentation
Previous experience in a related position
Knowledge of and ability to use Opera preferable

Responsibilities

Review daily arrivals and departures to ensure proper handling of VIP and return guests.
Update Golden Profiles of our guests with preferences.
Perform in room C/I and C/O when required.
Support the GEM with our Elite inbox, ensuring that the dedicated Elite guest email and phone lines are monitored within office opening hours, and that all Elite guest bookings and enquiries are handled promptly and accurately according to program standards.
In GEM absence, welcome Elite Guests and high profile guests and act as a privileged point of contact for any requests they may have during their stay.
Personally follow-up on all those guests’ requests and preferences before arrival and during their stay to ensure that their requests are handled promptly and accurately by all departments
Take immediate steps to handle and resolve any VIP guest complaint or incident reported to management and keep Higher Management updated of any major glitch or incident involving an Elite or high profile guest guests.
Reach out to VIP guests that have experienced difficulties during their stay to ensure their complaint has been solved to their satisfaction and offer compensation as appropriate.
Provide advice and support to the GEM and senior management on all aspects of the Guest Experience.
Take an active role in daily handovers and Departmental / Management meetings, contributing and communicating relevant issues.

Benefits

Competitive salary and a comprehensive benefits package
Market-leading pay and benefits (Medical, Dental, Vision and Retirement Savings Plan)
Complimentary accommodation at other Four Seasons Hotels and Resorts
Complimentary dry cleaning for business clothing
Complimentary employee meals
Paid holidays, vacation, and sick days
Culinary, retail and wellness experiences at special rates

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