Guest Experience Manager

Four Seasons; Town of Florida (NY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Hotel staff discounts

Complimentary accommodations

Career development

Health benefits

401(k)

Job summary

Four Seasons Resort Palm Beach is seeking a Guest Experience Manager to oversee and enhance the VIP guest journey, focusing on personalization, pre-arrival planning, and proactive service recovery.

You will collaborate with Front Office, Housekeeping, Food & Beverage, Spa, and other teams to ensure seamless, memorable stays and elevate loyalty among discerning guests.

Qualifications

• Bachelor's Degree required.
• Experience leading hospitality teams within luxury settings preferred.
• Strong ability to deliver personalized guest experiences.

Responsibilities

• Create customized guest experiences and VIP recognition strategies.
• Manage VIP journeys from pre-arrival to post-stay follow-up.
• Coordinate cross-department efforts to ensure seamless service.
• Oversee room readiness, arrival experiences, and service recovery when needed.
• Serve as main point of contact for VIP guests across the resort.

Skills

Leadership

Communication

Guest service

Problem solving

Relationship building

Organizational skills

Education

Bachelor's Degree

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:

Here at Palm Beach Island's only Five-Star, Five-Diamond resort, the feel is timeless, charming, and intimately connected to our private beachfront just steps beyond our front door. Every detail and memorable experience tells the story of the warmth and spirit of our iconic island. Dining at Four Seasons Resort Palm Beach is an experience in and of itself, with inspiration drawing from a Michelin star collaboration and the local elements. The crowning jewel of the Resort is Florie's, the only restaurant and bar in the United States in partnership with Mauro Colagreco, recently recognized as Best of the Best in The World's 50 Best Restaurant awards. Write the next chapter of your career in an authentic Palm Beach paradise.

About the role:

The Guest Experience Manager is responsible for overseeing and enhancing the overall guest experience, with particular focus on VIP recognition, personalization, service recovery, and pre-arrival planning. This role works closely with Front Office, Housekeeping, Pool & Beach, Food & Beverage, Spa, and other operational teams to coordinate seamless and individualized guest experiences. As an Assistant Manager within the Front Office, the Guest Experience Manager also supports resort operations and may provide Resort Assistant Manager coverage based on business needs.

What you will do:

• Create customized and memorable experiences for resort guests through thoughtful recognition and personalized service
• Manage the VIP guest journey from pre-arrival planning through the in-house experience and post-stay follow-up
• Connect with guests who experience service challenges, ensuring concerns are addressed promptly and resolved before departure
• Conduct pre-arrival outreach to VIP guests to confirm transportation, understand preferences, and assist with personalized itineraries
• Review VIP guest rooms prior to arrival to ensure cleanliness, amenities, preferences, and special arrangements are properly executed
• Coordinate VIP experiences across Housekeeping, Pool & Beach, Food & Beverage, Spa, Front Office, and other resort departments
• Welcome and recognize VIP guests during curbside and limousine arrivals, creating a seamless sense of arrival
• Serve as the primary point of communication for VIP guest experiences throughout the resort
• Monitor guest satisfaction and identify opportunities to improve service, personalization, and guest loyalty
• Manage room readiness priorities and coordinate closely with operational teams to support timely guest arrivals
• Participate in daily operational meetings and communicate relevant VIP arrivals, preferences, and stay purposes to resort leadership
• Partner closely with Resort Assistant Managers and Front Office leadership to support seamless daily operations
• Provide Resort Assistant Manager coverage when required based on operational and business needs
• Continuously identify new opportunities to elevate the guest journey and create meaningful, personalized experiences

What you bring:

• Bachelor's Degree
• Previous operational management experience within Rooms, Front Office, Food & Beverage, or a similar luxury hospitality environment
• Strong leadership skills with a passion for developing exceptional guest experiences
• Exceptional communication, interpersonal, and relationship-building skills
• Strong service recovery and problem-solving capabilities
• Ability to anticipate guest needs and translate preferences into personalized experiences
• Excellent organizational skills with strong attention to detail
• Ability to collaborate effectively across multiple operational departments
• Ability to remain composed, professional, and solutions-oriented in a fast-paced environment
• Advanced understanding of luxury hospitality service standards
• Ability to read, write, and communicate effectively in English

What we offer:

• Competitive Salary & Wages
• Comprehensive Benefits Package
• 401(k) Retirement Plan
• Excellent Training and Development Opportunities
• Complimentary Accommodations at other Four Seasons Hotels and Resorts
• Compl