Guest Experience Supervisor

Four Seasons Hotels and Resorts•Atlanta, GA

1d•Onsite

About The Position

At Four Seasons Hotel Atlanta, the Guest Experience Supervisor is the principal point of contact for VIP guests before, during, and after their stays, delivering seamless, personalized experiences. This full-time role anticipates guest needs and coordinates service across departments while upholding luxury hospitality standards. The Supervisor uses warmth, professionalism, and local expertise to create memorable experiences that encourage guest loyalty and return business. The role leads personalized guest experiences throughout the hotel, maintains detailed guest profiles and preferences in Golden, and conducts proactive follow-up during and after stays. It also coordinates arrivals and departures, reviews key guest segments for daily operations meetings, collaborates with hotel departments to fulfill guest requests, inspects rooms for VIPs and other key arrivals, and supports Front Desk check-in and check-out. The Supervisor champions guest recognition across the hotel, handles service recovery, and acts as department head when the Guest Experience Manager is absent. The majority of work takes place on property at Four Seasons Hotel Atlanta. Occasional travel may be required for training, special events, company meetings, offsite purchases, or other business-related and operational purposes. Open availability is required, including weekends, holidays, evenings, and sometimes overnight shifts based on business needs.

Requirements

Open availability, including weekends, holidays, evenings, and at times overnight shifts, based on business needs.
Ability to travel occasionally for training, special events, company meetings, offsite purchases, or other business-related and operational purposes.

Responsibilities

Lead the execution of personalized guest experiences throughout the hotel, including implementing new guest programming.
Maintain a visible presence in the lobby, restaurants, and public spaces, engaging with guests and anticipating their needs.
Greet arriving and departing guests with personalized recognition and a warm welcome and farewell.
Use Golden to support guest recognition, preference tracking, and guest satisfaction.
Maintain accurate guest profiles in Golden, documenting preferences, special occasions, service opportunities, and meaningful interactions.
Conduct proactive guest follow-up during stays, address concerns, identify opportunities to enhance the experience, and follow up after departure.
Build guest relationships and loyalty through interactions in public areas.
Ensure guest interactions meet Four Seasons Culture Standards, Service Standards, and Brand Expectations.
Handle guest requests and resolve concerns, complaints, and service recovery situations professionally, empathetically, and discreetly; escalate when necessary.
Identify opportunities to create memorable moments that elevate guest experiences and foster loyalty.
Respond promptly and effectively to requests received in person, by telephone, email, and Four Seasons Chat.
Coordinate seamless guest arrivals and departures.
Review arrivals, departures, VIPs, Special Attention Guests, Return Guests, Elite Guests, Groups, and other key guest segments, and present relevant information in daily operations meetings.
Coordinate with Reservations, Housekeeping, Valet, Concierge, and other departments to fulfill guest preferences and requests before arrival.
Inspect rooms after housekeeping inspection for VIPs, Special Attention Guests, and key arrivals to confirm accommodations meet preferences, requests, and Four Seasons standards.
Monitor room readiness, preferences, amenities, and arrival logistics.
Support Front Desk check-in and check-out procedures and ensure standards are met.
Champion guest recognition throughout the hotel by working with departments to identify preferences, celebrate special occasions, and create personalized experiences.
Act as head of department when the Guest Experience Manager is absent.