Guest Experience Manager

Four Seasons; New Orleans (LA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401k with company match

Employee accommodations discount

Paid time off (9 holidays)

Employee meals

Parking discount

Job summary

Four Seasons Hotels and Residences New Orleans is seeking a Guest Experience Manager to join our dynamic Guest Experiences team. You will identify and cultivate opportunities to deliver memorable, guest-centric experiences across every area of the hotel, partnering with operational teams to uphold service excellence standards.

You will guide and empower staff to consistently deliver personalized guest experiences that reflect the unparalleled luxury and care synonymous with the Four Seasons

Qualifications

• Minimum two years of experience in Guest/VIP Experience, Front Office or Concierge.
• Strong managerial skills with demonstrated coaching and development ability.
• Experience in hotel hospitality and guest services preferred.

Responsibilities

• Lead delivery of personalized, luxury guest experiences and anticipate needs.
• Partner with hotel departments and external vendors for VIP arrivals and special requests.
• Oversee pre-arrival planning, guest communications, on-property execution and post-stay follow-up.
• Identify opportunities to enhance the guest journey across all hotel outlets.
• Collaborate with Front Office, Concierge, Housekeeping, In-Room Dining and others to ensure flawless execution.
• Assist with Manager on Duty coverage in Front Office when required.

Skills

Guest/VIP Experience

Front Office

Concierge

Supervisory Experience

Interpersonal Skills

New Orleans Knowledge

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

Riverfront luxury in one of America's most celebrated cities. Unlocking the authentic New Orleans, Four Seasons invites you to our landmark tower – a heritage icon with a central downtown location on the banks of the Mississippi River. Dine on innovative Louisiana cuisine, relax by our resort-style pool, and plan your own private event at our 34th-floor observation deck boasting NOLA’s best views.

About The Role

Four Seasons Hotels and Residences New Orleans is seeking candidates to join our dynamic Guest Experiences team as a Guest Experience Manager. In this pivotal role, you will identify and cultivate opportunities to create memorable, guest-centric experiences across every area of the hotel. You will partner with operational teams to develop, implement, and uphold service excellence standards, ensuring that every employee is empowered to consistently deliver personalized and meaningful guest experiences that reflect the unparalleled luxury and care synonymous with the Four Seasons brand.

What You'll Do

• Lead the delivery of personalized, luxury guest experiences by anticipating needs, resolving concerns, and exceeding expectations with exceptional hospitality.
• Partner with hotel departments and external vendors to design and execute seamless VIP arrivals, special requests, amenities, and memorable guest moments.
• Oversee pre-arrival planning, guest communications, on-property execution, and post-stay follow-up to ensure a highly curated and consistent experience.
• Identify opportunities to enhance the guest journey across all hotel outlets, developing and implementing service processes that drive operational excellence.
• Collaborate closely with Front Office, Concierge, Housekeeping, In-Room Dining, and other teams to ensure flawless execution of guest preferences, special attention stays, and VIP experiences.
• Assist with MOD Coverage in Front Office when required.

What You Bring

• Minimum two years of experience in Guest/VIP Experience, Front Office, Concierge.
• Minimum two years of experience in Hotel hospitality experience preferred.
• Strong managerial skills are essential, with outstanding demonstrated coaching and development skills.
• Minimum two years' experience in Guest Services or related work, previous supervisory or lead experience is preferred.
• Excellent personal presentation and interpersonal skills.
• Demonstrate an exceptional knowledge of New Orleans, leveraging discretion, professionalism, and thoughtful attention to detail to curate personalized experiences and build lasting guest relationships.

What To Expect

• Flexible work schedule including mornings, nights, weekends, and holidays. Extended shifts may be needed.
• Partner closely with the Concierge and Front Office teams to deliver seamless, personalized guest experiences and operational excellence, while serving as Manager on Duty on a regular basis.
• Work in a dynamic and high-touch environment that requires constant collaboration with hotel leaders, operational teams, and distinguished VIP guests to create exceptional experiences.

What We Offer

• A Rewarding Work Culture, with mentoring, training and development opportunities
• Comprehensive Benefits package including a world class Medical, Dental, and Vision insurance program
• 401k participation with a company matching program after 30 days of employment
• Discounted Accommodations at Four Seasons Worldwide
• Comprehensive Time off Package including Vacation pay, Sick pay and 9 paid Holidays, including Mardi Gras
• Complimentary employee meals prepared by the Four Seasons Culinary Team
• Discounted parking near hotel
• And much more!

Four Seasons is an Equal Opportunity, affirmatifive Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf