Guest Experience Manager

Four Seasons; Boston (MA); On-site; USD 77,000 - 83,000; Full time

Benefits offered by this job

Salary range

Health insurance

401(k) matching

Employee travel program

Complimentary meals

Parking discount

Laundry service

Generous time off

Job summary

Four Seasons Boston is seeking a Guest Experience Manager in the Front Office to lead the guest journey from arrival to departure, ensuring a memorable and seamless stay for VIPs and guests.

You will partner with departments, coach team members, and implement initiatives that elevate service standards, emphasizing personalized attention, flawless execution, and world-class hospitality. The role requires a proactive leader with luxury hospitality experience and a commitment to Four Seasons values.

Qualifications

• College degree in Hospitality preferred.
• 2–3 years luxury hotel supervisory experience.
• Computer literate.
• Superior guest service and salesmanship.
• Excellent analytical and organizational skills.
• Detail oriented focus.
• Proven leader with managerial skills.
• Proficient reading, writing and spoken English.

Responsibilities

• Drive overall guest experience from arrival to departure.
• Coordinate with departments to maintain VIP guest satisfaction.
• Oversee Elite and Return Guest stays and amenities.
• Lead and monitor guest experience initiatives with leadership.

Skills

Hospitality leadership

Luxury hotel experience

English proficiency

Analytical skills

Organizational skills

Leadership ability

Team management

Communication skills

Education

College degree in 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 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. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Located in the heart of Back Bay, Four Seasons Hotel One Dalton Street, Boston's glass skyscraper soars above the city as the third-tallest building in Boston. The hotel's 215 spacious guest rooms and suites feature floor-to-ceiling windows with sweeping views across the city. Amenities include The Wellness Floor, a five-star urban spa destination; distinctive dining venues including LPM Restaurant & Bar, inspired by the vibrant spirit of the French and Italian Riviera; Trifecta, the hotel's cocktail lounge featuring artisanal cocktails, New England-inspired fare, and contemporary afternoon tea on weekends; Zuma, the internationally acclaimed izakaya-style restaurant; and more than 10,000 square feet of dedicated meeting and event space. One Dalton is also home to 160 beautifully designed private residences that boast views of Back Bay, the Charles River, Boston Harbor, and beyond.

The Opportunity

Looking for an exciting opportunity to join a world-class team and work in one of Boston's most luxurious hotels? Look no further than the Four Seasons Hotel One Dalton Street Boston! We are seeking individuals who are passionate about hospitality and possess a keen attention to detail to join our Front Office team as a Guest Experience Manager! The Guest Experience Manager forms part of the Front Office Management Team within the Rooms Division and spearheads the overall guest experience. This role manages the arrival and departure experience for VIP guests by ensuring their experience is memorable and seamless.

Responsibilities Include (but Are Not Limited To)

• Driver behind the overall guest experience at One Dalton and develop initiatives to further the guest experience from Arrival, during the stay to departure
• Must be a self-starter to drive guest experience initiatives
• Manage all VIP, Special Attention, Specialty Suite and Return Guests, including coordinate and monitor directly between guest and all necessary departments.
• Oversee all Elite guests stays, which includes pre-arrival, room allocation, meet and greet upon arrival, and touching base with them through their stay
• Determine amenities for all VIP, Special Attention, Specialty Suite and Return Guests and coordinate directly with management team
• Directs and partners with operational leadership to ensure service execution is consistent across all outlets
• Make timely and impromptu decisions, which balance guest’s needs with the financial, safety and staffing goals of the hotel
• Find solutions to the inevitable challenges and glitches that arise while VIP guests are on property and keeping the Director of Rooms and Planning Committee promptly and fully informed of all problems or unusual matters so prompt corrective action can be taken where appropriate
• To ensure all departments are following up with glitches and that they are doing so in a timely manner
• Performs other tasks or projects as assigned by hotel management and staff
• Assists other departments as required in resolving problems

Preferred Qualifications And Skills

• College degree in Hospitality preferred.
• 2-3 years luxury hotel, supervisory experience.
• Computer literate
• Superior guest service and salesmanship skills.
• Excellent analytical and organizational skills.
• Detail oriented focus
• Proven leader
• Strong managerial and supervisory skills
• Requires reading, writing and oral proficiency in the English language

Visa Requirements

Visa sponsorship is not available. Must already be legally permitted to work in the United States. Applicants without valid work authorization for the United States will not be considered.

Some Benefits Four Season Employees Enjoy

• Salary Range: $ 76,500 - $82,500
• ZERO-COST Medical, Dental and Vision Insurance for you and your eligible dependents, after 30 days and Complimentary Life insurance
• MATCHED 401(k) Retirement Plan after 1 year
• Employee Travel program after 6 months around the world
• COMPLIMENTARY daily Employee Meals
• DISCOUNTED Parking and Public Transportation
• COMPLIMENTARY Laundry
• ROBUST TIME OFF PLAN: Paid Time Off, Holidays, Personal Days, Floating Holidays

We look forward to receiving your application!

Four Seasons is an Equal Opportunity, Affair member Minay, We encourage apply. To access the 'EEOC is The Law' Info poster please visit this web – https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal

Under Massachusetts law, an employer may not require or demand, as a condition of employment, prospective employment or continued employment, that an individual submit to or take a lie detector or similar test. An employer who violates this law shall be subject to criminal penalties and civil liability.