Guest Experience Lead — VIP Service & Luxury Guest Care

Four Seasons; Miami (FL); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Health insurance

Free room nights

Discount programs

Vacation & Holiday pay

Parental leave

401k with match

Culture & development programs

Diversity & engagement events

Job summary

Four Seasons Miami seeks a Guest Experience Specialist to deliver personalized, memorable experiences for resort guests and residents. You will support interactions, address concerns, and help maintain amenities, services, and facilities while collaborating with Front Office and Hotel Assistant Managers to uphold high service standards.

The role focuses on greeting guests, addressing needs, and enhancing loyalty through proactive, thoughtful service and cross-department coordination across Rooms

Qualifications

• Reading, writing and oral proficiency in English; multilingual abilities preferred.
• Excellent communication and interpersonal skills with empathy and active listening.
• Strong problem-solving abilities and ability to handle high-pressure situations.

Responsibilities

• Develop and maintain strong relationships with guests to ensure memorable experiences.
• Collaborate with management to design and implement strategies that enhance the guest experience.
• Actively participate in daily arrival process, greet guests, and assist with special occasion amenities.
• Review daily glitches, be the point of contact for glitch guests, and coordinate with GEM for VIP arrivals.
• Meet and greet VIP curbside and limousine arrivals; ensure high presence in guest areas and seamless service delivery.

Skills

English proficiency

Empathy & listening

Communication skills

Guest service mindset

Job description

Four Seasons Miami seeks a Guest Experience Specialist to deliver personalized, memorable experiences for resort guests and residents. You will support interactions, address concerns, and help maintain amenities, services, and facilities while collaborating with Front Office and Hotel Assistant Managers to uphold high service standards.

The role focuses on greeting guests, addressing needs, and enhancing loyalty through proactive, thoughtful service and cross-department coordination across Rooms