Overnight Front Desk Supervisor
About The Position
The Guest Experience Supervisor oversees and coordinates all aspects of guests’ stay experiences at Four Seasons Hotel Denver, from anticipating needs before arrival through delivering personalized service during the stay. The role supports guest satisfaction and brand loyalty by providing warm, welcoming service and coordinating across departments. Responsibilities include managing relationships and preferences for GEM and VIP guests; assisting with VIP reservations, room assignments, check-in, inquiries, concerns, special arrangements, transportation, and arrival meet-and-greets; supporting guest recognition initiatives and personalized amenities; resolving problems with poise and tact; and helping evaluate guest interactions and feedback to identify opportunities for improvement. The hotel operates 24 hours a day, 365 days a year, and the role requires flexibility to work mornings, evenings, weekends, and holidays.
Requirements
- Minimum 2 years of luxury hotel experience in Front Desk, Guest Experience, or Concierge.
- Experience with Opera.
- Skilled active listening and problem-solving abilities.
- Flexibility to work mornings, evenings, weekends, and holidays.
Nice To Haves
- Concierge and PBX experience is highly preferred.
Responsibilities
- Develop and maintain relationships with GEM and VIP guests, ensuring their preferences are recorded and provided during their stays, including special arrangements and personalized services.
- Assist with VIP guest room reservations, room assignments, and check-in.
- Address VIP guest inquiries, concerns, and feedback promptly and professionally, including concierge and transportation requests.
- Coordinate with departments to create memorable experiences for guests celebrating special occasions.
- Coordinate meet-and-greets for VIP arrivals.
- Assist GEM with guest recognition programs and initiatives, including pre-arrival communication, handwritten welcome notes, personalized amenities, mid-stay checks, and post-departure communication.
- Collaborate with departments to ensure a seamless guest experience across all touchpoints.
- Resolve problems and challenging situations with poise and tact, using a solution-oriented approach focused on guest satisfaction.
- Assist GEM with evaluating guest interactions and feedback to identify trends and areas for improvement.
Benefits
- Medical, dental, and vision insurance
- Paid Time Off and vacation pay
- 401(k) participation with company matching program
- Complimentary stays at Four Seasons worldwide, subject to availability
- Discounted RTD Flex Pass
- Complimentary shift meal prepared by the culinary team
- Complimentary cleaning of employee uniforms
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
