Guest Experience Lead - Elevate Service & Luxury

Four Seasons; Minneapolis (MN); On-site; USD 52,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Daily meals

Uniforms

Sick pay

Parking discounts

Parental leave

Pet insurance

401(k)

Discounted stays

Dental coverage

Job summary

Four Seasons Hotel Minneapolis is seeking a Guest Experience Supervisor to join our team. Be part of a culture that champions service excellence, anticipates guest needs, and delivers seamless experiences across Front Desk, F&B, Concierge, and Housekeeping.

You will oversee guest feedback, train Front Desk staff, collaborate with departments, and execute guest-centric activations while upholding Four Seasons standards.

Qualifications

• A minimum of 3 years of front office/hospitality or related work experience is preferred.
• Extensive knowledge of the Twin Cities and surrounding areas.
• Existing relationships with third‑party vendors a plus.
• High school education or equivalent experience.
• Reading, writing and oral proficiency in the English language.
• Good organizational skills, attention to detail, and ability to multitask.
• Ability to work irregular hours, weekends, and evenings.

Responsibilities

• Be responsible for overseeing and enhancing the overall guest experience, ensuring service excellence across all touchpoints of the guest journey.
• Collaborate closely with operational departments to ensure seamless service delivery, anticipating guest needs and resolving issues.
• Monitor service trends and guest expectations, proposing innovative solutions to continuously elevate the overall experience.
• Champion a culture of service excellence, storytelling and emotional connection, reinforcing the Four Seasons service philosophy throughout the hotel.
• Develop and implement guest engagement strategies that drive satisfaction, loyalty, and recognition, while upholding Four Seasons service standards.
• Work harmoniously and professionally with co-workers and supervisors. Comply with Four Seasons standards.
• Systems knowledge associated with Front Office. For example, Opera, Hot Sos, Key etc.
• Support F&B at a strategic level, ensuring dining‑related guest insights, celebration details, and key preferences are shared and executed consistently, elevating the overall recognition and experiential quality.
• Oversee all guest feedback processes, service (glitch) recovery, and reputation management, identify trends and opportunities for continuous improvement.
• Send pre‑arrival communications, block rooms according to preferences, and oversee VIP preparations and welcome amenities.
• Collaborate with all departments (F&B, Concierge, Front Desk, Housekeeping) to deliver a seamless and anticipatory guest experience.
• Engage with guests throughout their stay, meeting and greeting guests upon arrival, gathering feedback, resolving issues promptly, and ensuring all requests are met with care.
• Train Front Desk Agents on Concierge related tasks and provide coaching and management in guest experience/concierge expectations. Provide coaching and feedback.

Skills

Guest experience

Front office

Customer service

English proficiency

Education

High school education

Tools

Opera PMS

Hot Sos

Key system

Job description

Four Seasons Hotel Minneapolis is seeking a Guest Experience Supervisor to join our team. Be part of a culture that champions service excellence, anticipates guest needs, and delivers seamless experiences across Front Desk, F&B, Concierge, and Housekeeping.

You will oversee guest feedback, train Front Desk staff, collaborate with departments, and execute guest-centric activations while upholding Four Seasons standards.