Guest Experience Supervisor

Four Seasons•Minneapolis, MN

7d•Onsite

About The Position

Four Seasons Hotel Minneapolis seeks a Guest Experience Supervisor to join our talented team! Be a part of Four Seasons Hotel Minneapolis where we foster connection, celebrate character and develop craftsmanship. Join our uniquely-talented team, and we will support you in doing your best work. Whether you’re inspired by our culture, incomparable views of the Mississippi River or two-time James Beard Award-winning native Minnesotan chef, discover why your future is here. Basic Purpose: Seek out opportunities for guest-centric experiences in all outlets of the hotel and assists hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. Executing special guest-facing activations and events including Kids For All Seasons and lobby guest generosity.

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

Responsibilities

Be responsible for overseeing and enhancing the overall guest experience, ensuring service excellence across all touchpoints of the guest journey.
Collaborate closely with operational departments to ensure seamless service delivery, anticipating guest needs and resolving issues.
Monitor service trends and guest expectations, proposing innovative solutions to continuously elevate the overall experience.
Champion a culture of service excellence, storytelling and emotional connection, reinforcing the Four Seasons service philosophy throughout the hotel.
Develop and implement guest engagement strategies that drive satisfaction, loyalty, and recognition, while upholding Four Seasons service standards.
Work harmoniously and professionally with co-workers and supervisors.
Comply with Four Seasons standards.
Systems knowledge associated with Front Office. For example, Opera, Hot Sos, Key etc.
Support 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.
Oversee all guest feedback processes, service (glitch) recovery, and reputation management, identify trends and opportunities for continuous improvement.
Send pre-arrival communications, block rooms according to preferences, and oversee VIP preparations and welcome amenities.
Collaborate with all departments (F&B, Concierge, Front Desk, Housekeeping) to deliver a seamless and anticipatory guest experience.
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.
Train Front Desk Agents on Concierge related tasks and provide coaching and management in guest experience/concierge expectations.
Provide coaching and feedback.