Guest Experience Manager

Four Seasons Hotels and Resorts; Brookside (DE); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Competitive pay

Professional growth

Multicultural environment

Job summary

Four Seasons Hotels and Resorts in Brookside, DE is seeking a Guest Experience Manager to lead the guest journey across stays, coordinating with Front Office, Concierge, and F&B to deliver personalized, flawless service.

The role requires advanced English, luxury hospitality experience, and a proven ability to develop teams, anticipate guest needs, and handle sensitive situations, with opportunities for professional growth.

Qualifications

• Previous experience as a Guest Experience Manager or similar role.
• Experience in luxury hospitality or high-end resort environments.
• Excellent communication, empathy, and problem-solving skills.
• Experience handling sensitive situations and service recovery.
• Strong focus on personalization and attention to detail.
• Proven experience leading and developing teams.
• Advanced English proficiency; additional languages are a plus.

Responsibilities

• Oversee guest experience throughout each stay.
• Anticipate guest needs and personalize details for guests and VIPs.
• Manage guest requests, feedback and service recovery.
• Coordinate with Front Office, Housekeeping, Food & Beverage, Concierge, and other departments to ensure a seamless experience.
• Lead and support the Guest Experience team.
• Monitor guest feedback and satisfaction trends.

Skills

Guest Experience

Team Leadership

Customer Service

English Proficiency

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.

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:

Four Seasons Resort and Residences Dominican Republic at Tropicalia will feature 95 keys and 25 branded residential homes, 8 distinct F&B outlets, all thoughtfully designed to reflect a contemporary interpretation of the Dominican Republic's natural beauty. Wellness will be a defining pillar of the property, delivering a holistic experience that harmonizes with the natural environment while enhancing overall wellbeing through the restorative power of nature. The sustainable luxury destination is located on a 60-acre (24 hectare) site along the pristine beachfront of Playa Esmeralda in northeastern Dominican Republic, along the southern shores of Samaná Bay. A site of breathtaking natural beauty, Tropicalia is home to a diverse ecosystem of white-sand beaches; crystalline, aquamarine water and coral reefs; mountains, forests, mangroves, lagoons and rivers; a working coconut plantation; and an organic farm.

About the Role:

Responsible for leading and elevating the guest experience throughout the entire stay, ensuring personalized service, anticipating guest needs, and coordinating with hotel departments to create memorable experiences.

What You'll Do:

• Oversee and follow up on the guest experience throughout each stay.
• Anticipate guest needs and coordinate personalized details for guests, VIPs, and special occasions.
• Manage guest requests, feedback, and concerns, ensuring effective and timely service recovery.
• Maintain close communication with guests to identify opportunities to enhance their experience.
• Coordinate with Front Office, Housekeeping, Food & Beverage, Concierge, and other departments to ensure a seamless experience.
• Lead and support the Guest Experience team while promoting high service standards.
• Monitor guest feedback, preferences, and satisfaction trends.

Requirements:

• Previous experience as a Guest Experience Manager, Guest Relations Manager, Front Office Manager, or in a similar role.
• Experience in luxury hospitality or high-end resort environments.
• Excellent communication, empathy, and problem-solving skills.
• Experience handling sensitive situations and service recovery.
• Strong focus on personalization and attention to detail.
• Proven experience leading and developing teams.
• Advanced English proficiency; additional languages are a plus.

We Offer:

• The opportunity to be part of a high-level hospitality operation.
• A dynamic and multicultural work environment.
• Learning, development, and professional growth opportunities.
• Competitive compensation and benefits package.

Availability:

Availability to work flexible schedules, including weekends and holidays, based on operational needs.