Guest Experience Manager

Four Seasons; United States; On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Training opportunities

Free hotel stays

Dry cleaning for employee uniforms

Employee meals

Free parking

Job summary

Four Seasons Hotel at The Surf Club in Surfside, FL is seeking a Guest Experience Manager to ensure guests are well looked after from arrival to departure. You will respond to guest requests, tailor recommendations, and elevate the guest experience with personal touches, while upholding Four Seasons policies.

The role requires leadership, 2+ years in luxury hospitality, and strong PMS and guest service skills.

Qualifications

• Minimum 2+ years' experience in a similar hospitality role, in a luxury hotel setting preferred.
• Excellent leadership skills and ability to motivate a diverse team.
• Working knowledge of hotel property management systems and computer proficiency.

Responsibilities

• VIP guest coordination from pre-arrival to departure and arranging tailored experiences.
• Plan itineraries and special requests with guests or Travel Agents.
• Perform VIP room inspections to ensure amenities and welcome touches.
• Drive guest-centric projects to elevate the experience and recognition.
• Assist in managing Front Desk and Guest Service Agents.
• Interviews, trains and provides real-time feedback; conduct performance evaluations.
• Create and monitor staff schedules and assist payroll processing.
• Coordinate arrivals, departures and billing with Sales and Catering.
• Handle guest complaints with hospitality and professionalism.

Skills

Leadership

Guest service

Communication

Multitasking

Interpersonal skills

Hospitality knowledge

Tools

PMS software

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:

Oceanfront elegance within an iconic social club setting. From the moment it first opened its doors on New Year's Eve 1930, The Surf Club has hosted history. It is here that you will find Four Seasons Hotel at The Surf Club. An icon in the Miami Beaches, located near Sunny Isles, this beachside hotel brings a new era of luxury, with celebrated dining and a world‑class spa, to its Surfside shores.

About the Role:

The Guest Experience Manager is an integral part of the Hotel Team whose main objective is to ensure our guests are well looked after from the start. This role will respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons' policies.

What you will do:

• Ensure top VIPs (Elite and other Guests selected by Front Office Manager and Resort Manager) point of contact prior to arrival until departure for the arrangement of their stay.
• Work with guests or Travel Agents to plan itineraries and special requests.
• Perform Top VIP room inspections to make sure amenities, welcome cards and special touches have been arranged.
• Be a driving force behind guest centric projects, aimed at elevating the experience and recognition of qualifying guests. Understands the trends of our guests and is able to identify opportunities for new experiences.
• Assists in Managing the Front Desk and Guest Service Agents.
• Interviews, trains and provides real time feedback. Conducts Performance evaluations and disciplines staff when needed.
• Create and monitor schedules of staff and assist in processing payroll.
• Coordinates arrivals, departures and billing requirements with Sales and Catering Department.
• Blocks rooms for arrivals and ensures and discrepancies are resolved.
• Reviews daily arrivals to ensure proper handling of Special Attention Guests, VIP Guests and Groups.
• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, assists customers in all inquiries in connect with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
• Responds to all guest requests in an accurate and timely manner.
• Assists in Front Office and Guest Services Duties - Checks guests in and out in an efficient and friendly manner, using guest name whenever possible.

What you bring:

• Minimum 2 + years' experience in a similar hospitality role, in a luxury hotel setting preferred.
• Requires excellent leadership skills, and the ability to motivate and challenge a diverse team.
• Working knowledge of hotel property management systems and computer proficiency.
• Ability to manage multiple priorities in a fast-paced environment and solve problems independently.
• Exceptional interpersonal and guest service skills, as well as the skill to possess advanced knowledge of Four Seasons' products and services.

What we offer:

• Excellent Training and Development opportunities
• Complimentary Accommodation at other Four Seasons Hotels and Resort
• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary Employee Meals
• Complimentary Parking

Schedule & Hours:

Full time, (early mornings, days, evenings, or weekends.)

Candidates must have valid work authorization for the U.S.

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