Guest Experience Supervisor

Four Seasons Hotels and Resorts•Minneapolis, MN

8d•Onsite

About The Position

The Four Seasons Hotel Minneapolis seeks a Guest Experience Supervisor to join their talented team. This role is responsible for overseeing and enhancing the overall guest experience, ensuring service excellence across all touchpoints of the guest journey. The supervisor will collaborate closely with operational departments to ensure seamless service delivery, anticipate guest needs, and resolve issues. They will monitor service trends and guest expectations, proposing innovative solutions to continuously elevate the overall experience. This role champions a culture of service excellence, storytelling, and emotional connection, reinforcing the Four Seasons service philosophy. The Guest Experience Supervisor will develop and implement guest engagement strategies that drive satisfaction, loyalty, and recognition, while upholding Four Seasons service standards. They will work harmoniously and professionally with co-workers and supervisors, complying with Four Seasons standards. Systems knowledge associated with Front Office, such as Opera, Hot Sos, and Key, is required. The role also supports F&B at a strategic level, ensuring dining-related guest insights, celebration details, and key preferences are shared and executed consistently. The supervisor will oversee all guest feedback processes, service (glitch) recovery, and reputation management, identifying trends and opportunities for continuous improvement. Responsibilities include sending pre-arrival communications, blocking rooms according to preferences, and overseeing VIP preparations and welcome amenities. They will collaborate with all departments (F&B, Concierge, Front Desk, Housekeeping) to deliver a seamless and anticipatory guest experience. The supervisor will engage with guests throughout their stay, meeting and greeting guests upon arrival, gathering feedback, resolving issues promptly, and ensuring all requests are met with care. Additionally, they will train Front Desk Agents on Concierge-related tasks and provide coaching and management in guest experience/concierge expectations.

Requirements

A minimum of 3 years of front office/hospitality or related work experience is preferred
Extensive knowledge of the Twin Cities and surrounding areas
Existing relationships with third-party vendors a plus
High school education or equivalent experience
Reading, writing and oral proficiency in the English language
Good organizational skills, attention to detail, and ability to multitask
Ability to work irregular hours, weekends, and evenings
Systems knowledge associated with Front Office. For example, Opera, Hot Sos, Key etc.
Valid work authorization for the U.S.

Nice To Haves

Existing relationships with third-party vendors a plus

Responsibilities

Overseeing and enhancing the overall guest experience, ensuring service excellence across all touchpoints of the guest journey.
Collaborating closely with operational departments to ensure seamless service delivery, anticipating guest needs and resolving issues.
Monitoring service trends and guest expectations, proposing innovative solutions to continuously elevate the overall experience.
Championing a culture of service excellence, storytelling and emotional connection, reinforcing the Four Seasons service philosophy throughout the hotel.
Developing and implementing guest engagement strategies that drive satisfaction, loyalty, and recognition, while upholding Four Seasons service standards.
Working harmoniously and professionally with co-workers and supervisors.
Complying with Four Seasons standards.
Supporting F&B at a strategic level, ensuring dining‑related guest insights, celebration details, and key preferences are shared and executed consistently, elevating the overall recognition and experiential quality.
Overseeing all guest feedback processes, service (glitch) recovery, and reputation management, identify trends and opportunities for continuous improvement.
Sending pre-arrival communications, block rooms according to preferences, and oversee VIP preparations and welcome amenities.
Collaborating with all departments (F&B, Concierge, Front Desk, Housekeeping) to deliver a seamless and anticipatory guest experience.
Engaging with guests throughout their stay, meeting and greeting guests upon arrival, gathering feedback, resolving issues promptly, and ensuring all requests are met with care.
Training Front Desk Agents on Concierge related tasks and provide coaching and management in guest experience/concierge expectations.
Provide coaching and feedback.