Guest Experience Manager

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

Benefits offered by this job

Competitive salary

Benefits package

401(k)

Training & development

Complimentary accommodations

Dry cleaning

Employee meals

Job summary

Four Seasons Resort Palm Beach is seeking a Guest Experience Manager to oversee VIP recognition, personalization, and service recovery, coordinating with Front Office, Housekeeping, and Food & Beverage to deliver seamless guest journeys.

The role supports resort operations as an Assistant Manager within the Front Office, ensuring proactive pre-arrival planning, post-stay follow-up, and timely resolutions to guest concerns while upholding luxury hospitality standards.

Qualifications

• Bachelor's degree required.
• Experience in luxury hospitality operations at management level.
• Proven leadership and guest experience focus.
• Strong communication and problem-solving skills.

Responsibilities

• 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.

Skills

Leadership

Communication

Relationship-building

Problem-solving

Guest personalization

Organizational skills

Cross-department collaboration

English proficiency

Service recovery

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.

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
• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary Employee Meals

Schedule & Hours:

• Full-time Assistant Manager schedule with flexibility based on resort occupancy and operational needs
• Ability to work mornings, evenings, weekends, and holidays
• Flexibility to provide Resort Assistant Manager coverage as business needs require

Work Authorization:

• Candidates must have valid authorization to work in the United States at the time of application.

Four Seasons is an Equal Opportunity, Aff… 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://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal