Guest Experience Manager

Four Seasons Hotels Ltd; Missouri; On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a Guest Experience Manager to elevate guest satisfaction through exceptional service. This role involves overseeing the Guest Services and Concierge teams, ensuring that every guest's experience is personalized and memorable. The ideal candidate will have a warm demeanor, strong communication skills, and a proven track record in luxury hotel environments. Join a team that values genuine connections and offers a dynamic work atmosphere, where your contributions will directly impact the guest experience and help shape a thriving culture of excellence.

Benefits

Complimentary Hotel Stays

Competitive Salary

Medical Benefits

Dental Benefits

Vision Benefits

401K Plan

Complimentary Daily Employee Meal

Qualifications

• Minimum of two years experience in a luxury hotel role.
• Strong interpersonal and communication skills are essential.

Responsibilities

• Oversee Guest Services and Concierge staff to ensure high service standards.
• Coordinate guest experiences and communicate with various departments.

Skills

Guest Service Management

Interpersonal Skills

Communication Skills

Problem Solving

Education

Hospitality Degree

Job description

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:

An urban oasis along the Mississippi. Embrace the pioneering spirit of St. Louis and come explore with us. Our resort-style hotel is set along the banks of the fabled Mississippi River in the heart of downtown’s entertainment district, just steps away from our most recognizable landmark: the shimmering Gateway Arch. Take in the epic views from a private poolside cabana on our Sky Terrace, from a table filled with sharable plates at Cinder House, or from the floor-to-ceiling windows in the comfort of your very own room.

About the Guest Experience Manager role:

The Guest Experience Manager will be responsible for directly overseeing the Guest Services and Concierge staff, to ensure that established cultural and core standards are met. They will oversee all facets of the outlet, ensuring consistent and thoughtful service from all employees. This position personalizes all experiences for guests by coordinating with various departments in going above and beyond to ensure all guests have a great stay. They will also be required to handle scheduling, payroll and other managerial duties as needed. They will manage all daily activities as well as assist in the development and planning of opportunities for guest-centric experiences and oversee these experiences to ensure they are executed consistently. Constant communication between guests via phone, chat, and email to make sure all details are correct before arrival and responsible for communicating to all departments.

Essential Functions:

1. Seeks out opportunities for guest-centric experiences in all outlets of the hotel.
2. Works with the departmental managers to put processes in place to ensure that these opportunities are executed by all employees.
3. Look for new/innovative ways to provide anticipatory service.
4. Coordinate among all departments for seamless execution of service.
5. Coordinate correspondence with guests pre and post-stay.
6. Communicate successes to the Hotel in an effort to keep intensity and focus high.
7. Measures results (challenges, successes, etc.) and communicates on a weekly basis to GEM team.
8. Oversee and implement Hotel Guest Experience initiatives and ideas.
9. Coaches staff to achieve culture standards & core standards of guest experience.
10. Physically able to stand for 8+ hours, bend, lift up to 30 lbs.

What we are looking for:

We are looking for individuals who have a warm and welcoming smile and a positive attitude! The ideal candidate will have experience in a similar role in a luxury/upscale/full-service hotel, with a minimum of two years of experience. Experience in a position with direct guest contact is required. While a hospitality degree is appreciated and preferred, it is not required. The ability to read, write and communicate in English is a must. Candidate must have excellent personal presentation and interpersonal skills. Possession of legal work authorization is also a must. A flexible schedule with ability to work all shifts is required, shift length will vary and be based on business demand.

What we offer:

Four Seasons believes in offering the best to the best; check out some of our amazing benefits!

• An opportunity to be a part of a cohesive team with opportunities to build a successful career with global potential.
• The opportunity to engage in a diverse and challenging work environment.
• Complimentary and or Discounted Hotel Stays.
• Competitive Salary.
• Excellent Benefits Package that includes: Medical, Dental, Vision and 401K.
• Complimentary daily employee meal.

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.