Guest Experience Manager

Four Seasons; Al Maryah Island; On-site; AED 180,000 - 300,000; Full time

Job summary

Four Seasons Abu Dhabi at Al Maryah Island is seeking a Guest Experience Manager to lead the lobby and arrival/departure experience. You will ensure exceptional service, guide a Guest Experience Team, and coordinate with hotel departments to deliver memorable guest moments.

Based in Abu Dhabi, you will play a pivotal role in maintaining Four Seasons’ standards of hospitality, handling guest inquiries, and enhancing the guest experience through proactive recommendations and seamless operations.

Responsibilities

• Respond to guest requests with accurate assessments and personalized touches.
• Supervise Guest Experience Team and coach to meet Core and Service Culture standards.
• Handle guest interactions with the highest level of hospitality and professionalism; resolve complaints and provide information on hotel services.

Job description

About Four Seasons

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location

In a vibrant urban community right on the water, Four Seasons Hotel Abu Dhabi at Al Maryah Island welcomes guests with bright, open spaces, embracing expansive views of the city skyline and the sparkling waves of the Arabian Gulf. On dynamic, upscale Al Maryah Island - Abu Dhabi's business and lifestyle destination - Four Seasons is located within a 34-storey glass tower, both high-tech and environmentally advanced. Sophisticated new concepts throughout the Hotel define Four Seasons as Abu Dhabi's most exciting waterfront location. Blending urban chic and understated luxury, we offer 200 light-filled accommodations, including 38 suites - all with water views. With six creative restaurants and lounges, this is Al Maryah Island's premier location for stylish entertaining. Every moment is elevated by thoughtful Four Seasons service, anticipating each guest's unique personal needs - whether the goal is relaxing on vacation or staying efficient for business.

About the role

The Guest Experience Manager forms part of the Rooms Management team and manages the hotel lobby and arrival/departure experience of the respective hotels/resorts.

What you will do

• Respond 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.
• Supervises day-to-day performance of the Guest Experience Team. Coaches the team to achieve Core and Service Culture standards. Conducts performance reviews.
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.
• Assures that Guest Experience Team knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, and sightseeing), provide information, ticketing, and reservations for guests.
• Messages and daily mails, either outgoing or incoming are being actioned in an accurate and timely manner.
• Complies with Four Seasons' Work Rules and Standards of Conduct as set forth in Employee Handbook.
• Works harmoniously and professionally with co-workers and supervisors.
• Works closely with Front Desk, Reservations, Guest Service Agents, Concierges and Valet Parking to assure smooth handling of guest arrivals and departures. Works closely with the Food & Beverage team to coordinate any reservations/requests for hotel managed restaurants, bars and lounges as well as event space or for any specific requests and amenities to place in rooms.
• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Lobby coverage, Concierge and Reception.
• The ability to interview and select job applicants, train and supervise staff in the performance of their duties.
• The ability to perform all reasonable services a guest may require, anticipate guest requests and requirements in order to satisfy them efficiently and promptly.
• The ability to ensure the proper follow up and accuracy of the packages sold on the Four Seasons website.
• Ensuring that any charges related to set up in rooms are posted on the guest's folio and if complimentary, proper procedure is followed to ensure accuracy of the vendor's invoices.
• Assuring the revenue tracking for Guest Experience Department and the expenses by monitoring monthly orders.
• Handling VIPs, return guests, long staying guests or any other guests staying for special occasions. Keeps hotel operating departments informed about guests' preferences or movements.
• The ability to create innovative and memorable experiences for our guests by getting to know