Guest Experience Supervisor

Four Seasons•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 stay, delivering a seamless and personalized experience. The role anticipates guest needs, coordinates service across departments, and upholds luxury hospitality standards. Through warmth, professionalism, and local expertise, the supervisor creates memorable experiences that encourage guest loyalty and repeat business. The position leads personalized guest experiences throughout the hotel, maintains detailed guest profiles and preferences in Golden, follows up with guests during and after their stays, and responds to requests and concerns. It also coordinates arrivals and departures, reviews key guest segments in daily operations meetings, works with hotel departments to fulfill preferences, 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 and acts as head of department when the Guest Experience Manager is absent. The role is full-time and requires open availability, including weekends, holidays, evenings, and at times overnight shifts, depending on business needs. Most work takes place at Four Seasons Hotel Atlanta. Occasional travel may be needed for training, special events, company meetings, offsite purchases, or other business-related and operational purposes.

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 implementation of 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.
Follow up proactively with guests during their stays, address concerns, identify opportunities to enhance their experience, and follow up after departure.
Build guest relationships and loyalty through interactions in hotel public areas.
Ensure guest interactions meet Four Seasons Culture Standards, Service Standards, and Brand Expectations.
Manage and resolve guest requests, concerns, complaints, and service recovery situations with professionalism, empathy, and discretion; escalate when necessary.
Identify opportunities to create memorable moments that elevate the guest experience and foster loyalty.
Respond promptly and effectively to guest requests received in person, by telephone, email, and Four Seasons Chat.
Oversee and coordinate seamless guest arrivals and departures.
Review daily 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.
Conduct post-housekeeping room inspections for VIPs, Special Attention Guests, and key arrivals to confirm accommodations meet guest preferences, special requests, and Four Seasons standards.
Monitor room readiness, guest preferences, amenities, and arrival logistics.
Support Front Desk operations, including guest check-in and check-out procedures.
Champion guest recognition throughout the hotel by partnering with departments to identify preferences, celebrate occasions, and create personalized experiences.
Act as head of department in the absence of the Guest Experience Manager.