Director of Guest Experience — Elevate Elite Stays

Four Seasons; Vail (CO); Vor Ort; USD 90.000 - 99.000; Vollzeit

Benefits dieser Stelle

Performance bonus

Winter benefits

Merchant pass

401k matching

Medical insurance

Travel discounts

Employee cafeteria

Development opportunities

Mobility programs

Engagement culture

Zusammenfassung

Four Seasons Resort and Residences Vail seeks a Director of Guest Experience to craft a seamless, anticipatory guest journey across the property, collaborating with Rooms, Engineering, Food & Beverage, Spa, Recreation, Security, and People & Culture. You will guide Elite guest programming and oversee a dedicated on-property point of contact for elite guests.

You will lead the Guest Experience team, manage daily operations from arrivals to departures, and champion guest advocacy with a focus on

Qualifikationen

• Minimum five years of progressive leadership in luxury hospitality.
• Expertise in Guest Experience, Front Office, Concierge, or Rooms Division leadership.
• Strong emotional intelligence and communication skills.
• Proven ability to manage complex service recovery with grace.
• Strong analytical skills with familiarity with guest experience systems.
• Ability to lead cross-functional teams without formal authority.
• Flexible schedule for a fast-paced, guest-driven environment.
• Commitment to service excellence and collaboration.

Aufgaben

• Lead the Guest Experience team and all teams involved with personalized service.
• Oversee daily operations related to arrivals, in-house service recovery, and departures.
• Ensure accurate and timely communication of guest preferences, important arrivals, and special events to all departments.
• Act as the property’s primary advocate for guest concerns and lead all serious service recovery situations.
• Track trends in guest feedback and lead cross-department action plans to resolve root causes.
• Collaborate with the General Manager and Director of Rooms on sensitive cases to ensure positive resolution.
• Model a culture of empathy, emotional intelligence, and Four Seasons behaviors.
• Coach leaders and employees on guest interaction skills and recognition fundamentals.

Kenntnisse

Guest experience leadership

Front Office leadership

Concierge leadership

Rooms Division leadership

Emotional intelligence

Analytical skills

Team leadership

Tools

Guest experience systems

Jobbeschreibung

Four Seasons Resort and Residences Vail seeks a Director of Guest Experience to craft a seamless, anticipatory guest journey across the property, collaborating with Rooms, Engineering, Food & Beverage, Spa, Recreation, Security, and People & Culture. You will guide Elite guest programming and oversee a dedicated on-property point of contact for elite guests.

You will lead the Guest Experience team, manage daily operations from arrivals to departures, and champion guest advocacy with a focus on