Director of Guest Experience

Four Seasons; Westlake Village (CA); On-site; USD 100,000 - 110,000; Full time

Benefits offered by this job

Complimentary stays

401K matching

Wellbeing programs

Life Insurance

On-site parking

Tuition reimbursement

Job summary

Four Seasons Westlake Village is seeking a Director of Guest Experience to lead and elevate service standards through thoughtful, personalized guest interactions. You will shape guest journeys across all hotel outlets and ensure every touchpoint reflects our luxury hospitality ethos.

This creative leader will design and implement memorable guest experience programs, respond to inquiries with grace, and mentor a team to deliver consistent, high‑touch service that exceeds expectations.

Qualifications

• Experience leading guest services teams in luxury hospitality.
• Strong communication and interpersonal skills.
• Fluency in English; additional languages are a plus.

Responsibilities

• Lead the Guest Experience strategy to deliver exceptional service.
• Ensure smooth arrivals, room allocation, and issue resolution.
• Respond to guest inquiries with grace and efficiency.
• Develop guest-centric programs across hotel outlets.
• Stay updated on industry trends and implement improvements.
• Assist with hotel services info, hours, and events.

Skills

Leadership

Communication skills

Guest services

Team development

Hospitality

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.

About the location:

A southern California escape that embodies wellbeing. Set at the foothills of the Santa Monica Mountains between Malibu's sunny beaches and Santa Barbara's famous vines, our relaxed yet refined California hotel offers a family‑friendly atmosphere and is home to the Center for Health & Wellbeing, a luxury destination for wellness. Come and redefine what it means to reinvigorate.

About the role

Four Seasons Hotel Westlake Village is seeking a Director of Guest Experience to lead and elevate our service standards through thoughtful, personalized, and innovative guest interactions. We are looking for a passionate hospitality professional who thrives on delivering exceptional service, handling special requests with care, and responding to guest inquiries with grace and efficiency. This creative leader will play a key role in designing and implementing memorable guest experience programs that reflect our commitment to excellence.

What you will do

• Lead and manage the Guest Experience to provide an outstanding level of service to all guests.
• Ensure smooth guest arrival and departure experiences, including proper room allocation and addressing any issues or concerns.
• Handle guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolving guest issues and assisting with guest inquires as required.
• 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.
• Develop and implement innovative guest experience programs and initiatives, staying up to date with the latest industry trends.
• Assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in‑house events, directions, etc.

What you bring

• Strong managerial skills are essential, with outstanding demonstrated coaching and development skills.
• Minimum three years' experience in Guest Services or related work, previous supervisory or lead experience is preferred. Excellent communication and interpersonal skills, with fluency in English (additional languages are an advantage).
• Excellent personal presentation and interpersonal skills
• Proven experience in delivering exceptional guest experiences and maintaining high levels of guest satisfaction.
• Knowledgeable about the local area, have a high degree of patience and work with discretion
• Thorough knowledge of hotel operations, front office procedures, and reservation systems.
• Successful candidate must possess legal work authorization in the United States.

What we offer

• Salary Range: $100,000 - $110,000 + Annual Incentive Plan
• Company Match 401K Plan
• Complimentary stays at Four Seasons Worldwide
• Complimentary meals in our Wellness Café
• Laundered Employee Uniform
• Employee Assistance Program
• Investment in your Wellbeing
• Life Insurance
• Complimentary on‑site parking
• Training programs, tuition reimbursement
• Growth & Development opportunities

Schedule & Hours

Full time position

Four Seasons is an Equal Opportunity, Affi…

Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal