Guest Experience Supervisor

Four Seasons Hotels and Resorts•San Diego, CA

10d•$27

About The Position

At Four Seasons Residence Club Aviara, the Guest Experience Supervisor is responsible for delivering the highest-quality owner and guest experience for the Residence Club by directly supervising the execution of the guest experience and guest relation.

Requirements

Reading, writing and oral proficiency in the English language
6 months experience in Front Desk, Reservations and/or Concierge role in luxury resort operations
Strong interpersonal skills
Ability to multitask under pressure and adapt quickly within a dynamic environment
Demonstrated teamwork, excellence in executing, analyzing results (Qualtrics, LQA, etc.) and building guest relations

Responsibilities

Drive service and recognition throughout the day-to-day operations.
Ensure VIPs are provided exceptional service.
Executes guest recognition, with a focus on the rental guest (VIP Owners – depending on cost allocation with owner vs rental) experience.
Support all owner/guest experience initiatives throughout the property and collaborates with Experience Manager and residence club leaders
Monitor in-house guests, create touch points for interaction by using multiple residence club operating systems (Opera, Concierge Smart/Assistant, Open Table, Book4Time, FS@Home).
Work with VIPs pre and post stay to build connections, plan and arrange details.
Collaborate with Guest Experience Manager in leading Weekly VIP Meeting to ensure property awareness for upcoming arrivals.
Connect with guests and ensure concerns are addressed promptly and support departments to resolve the concerns to the guest’s satisfaction in a timely fashion.
Build, clean and audit reservations.
Perform VIP villa walkthroughs to coordinate amenity placement through In Villa Dining team.
Provide additional operational presence and connections with owners/guests by walking property and pools.
Respond and follow up with Qualtrics responses.
Create personalized itineraries for VIP and extended stay guests.
Operational point of contact for Groups and Resumes with Guest Experience Manager.
Ideate quarterly with the Sales & Marketing to enhance the guest experience.
Perform Standards Testing and on the spot coaching across all departments to ensure the highest level of service.
Promote Residence Club goals and encourage compliance of Four Seasons benchmark standards.
Oversee activities and experiences on property for both adults and children.
Perform other tasks or projects as assigned by Residence Club management.