Guest Experience Leader — Luxury Hospitality

Four Seasons; Denver (CO); On-site; USD 120,000 - 180,000; Full time

Job summary

Four Seasons Hotel Denver is seeking a senior leader to elevate the guest experience across pre-arrival to post-departure, guiding personalization, recognition, and emotional engagement. You will mentor the Front Office, Concierge, and Rooms divisions, drive service recovery with grace, and coordinate with Corporate teams to uphold brand standards and luxury guest expectations.

This role requires empathy, strategic thinking, and the ability to lead cross‑functional teams in a fast‑paced,

Qualifications

• Minimum five years of progressive leadership experience in luxury hospitality.
• Proven expertise in Guest Experience, Front Office, Concierge, or Rooms Division leadership.
• Strong emotional intelligence, diplomacy, and communication skills.
• Demonstrated ability to manage complex service recovery situations with grace and authority.
• Strong analytical capability and comfort with guest experience systems and data tools.
• Ability to lead cross-functional teams and influence without formal authority.
• Flexible approach required for a fast-paced and guest-driven environment.

Responsibilities

• Lead the full guest journey from pre-arrival through post-departure with a focus on personalization, recognition, and emotional engagement.
• Design, maintain, and evolve guest experience, levels of service, rituals, and service cues that reflect Four Seasons.
• Identify service gaps and create innovative enhancements that elevate the guest experience across all departments.
• Oversee Elite guest programs and ensure seamless stay experiences with cross‑department collaboration.
• Coordinate with Elite Contacts and Global Guest Relations Advisor to ensure uninterrupted service.
• Partner with all operating departments to support consistent service delivery and daily operations.
• Lead the Guest Experience team and all related service functions, ensuring timely communication of guest preferences.
• Lead initiatives to elevate personalization through digital tools and brand standards.

Job description

Four Seasons Hotel Denver is seeking a senior leader to elevate the guest experience across pre-arrival to post-departure, guiding personalization, recognition, and emotional engagement. You will mentor the Front Office, Concierge, and Rooms divisions, drive service recovery with grace, and coordinate with Corporate teams to uphold brand standards and luxury guest expectations.

This role requires empathy, strategic thinking, and the ability to lead cross‑functional teams in a fast‑paced,