Guest Experience Supervisor

Four Seasons Hotels and Resorts; Atlanta (GA); On-site; USD 48,000 - 64,000; Full time

Benefits offered by this job

Competitive salary

Training & development

Employee discount

Complimentary meals

MARTA discount

Parking discount

Job summary

Four Seasons Hotel Atlanta is seeking a full-time Guest Experience Supervisor to be the primary contact for VIP guests before, during, and after their stay, delivering a seamless, personalized experience. You will anticipate needs, coordinate with Reservations, Housekeeping, Valet, Concierge and other departments, maintain guest profiles, and uphold Four Seasons Culture Standards and Brand Expectations.

Open availability is required, including weekends and holidays, to ensure exceptional service

Qualifications

• Role demands passion for excellence and a commitment to best-in-class guest experiences.
• Strong hospitality mindset and professionalism.
• Ability to engage guests across hotel departments.

Responsibilities

• Lead the execution of personalized guest experiences across hotel areas and new guest programming.
• Be a visible presence in the lobby, restaurants, and public spaces, engaging with guests and anticipating needs.
• Greet arriving and departing guests with genuine hospitality and a warm Four Seasons welcome.
• Personalize experiences by utilizing guest data to maximize recognition and satisfaction.
• Maintain detailed guest profiles and document preferences and special occasions in the system.
• Coordinate with Reservations, Housekeeping, Valet, Concierge, and other departments to fulfill guest requests prior to arrival.

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:

Meet us in Atlanta, and we’ll show you what it means to have fun, Southern style. Our vibrant capital city is the living, breathing cultural heart of the American South, where world-renowned chefs, business moguls and celebrities flock for work and play. Our Midtown Hotel puts you just steps from the renowned High Museum of Art, eclectic Peachtree Street, and the lush expanses of Piedmont Park. Indulge in French inspired luxury, where classic French flavors meet modern elegance of our Brasserie Margot, or treat yourself to some relaxation at our tranquil Spa. Come experience the fun and charm of Atlanta!

About the role

At Four Seasons Hotel Atlanta, the Guest Experience Supervisor acts as the principal point of contact for VIP guests before, during and after their stay to deliver a seamless and personalized experience.

As a full-time Guest Experience Supervisor, you will anticipate needs and ensure flawless service across departments while upholding the highest standards of luxury hospitality. With warmth, professionalism, and local expertise, you will create memorable moments that inspire guest loyalty and generate return business.

The role is suited to someone who has a true passion for excellence and who infuses enthusiasm into everything they do. You’ll be on a team that has a strong commitment to creating thoughtful best in class guest experiences.

Guest Experience & Service Excellence

• Lead the execution of personalized guest experiences throughout all areas of the hotel, including the implementation of new guest programming.
• Serve as a visible presence in the lobby, restaurants, and public spaces, engaging with guests and anticipating their needs.
• Greet arriving and departing guests, providing genuine hospitality, personalized recognition, and a warm Four Seasons welcome and farewell.
• Personalize the guest experience by utilizing Golden to maximize guest recognition, preference tracking, and overall guest satisfaction.
• Maintain accurate and detailed guest profiles in Golden by documenting preferences, special occasions, service opportunities, and meaningful guest interactions collected throughout their stay.
• Conduct proactive guest follow-up during the stay to ensure expectations are exceeded, addressing concerns and identifying opportunities to enhance the guest experience and follow up post-departure.
• Meet and interact with guests in the lobby, restaurants, and other public areas whenever possible to build relationships and strengthen guest loyalty.
• Ensure all guest interactions reflect Four Seasons Culture Standards, Service Standards, and Brand Expectations.
• Manage and resolve guest concerns, complaints, and service recovery situations with professionalism, empathy, and discretion.
• Recognize opportunities to create memorable moments that elevate the guest experience and foster guest loyalty.
• Respond promptly and effectively to guest requests received in person, by telephone, email, and Four Seasons Chat.

Arrival & Departure Experience

• Oversee and coordinate seamless guest arrivals and departures.
• Review daily arrivals, departures, VIPs, Special Attention Guests, Return Guests, Elite Guests, Groups, and other key guest segments to ensure personalized service delivery and present this information in daily operations meetings.
• Collaborate with Reservations, Housekeeping, Valet, Concierge, and other departments to ensure all guest preferences and requests are fulfilled prior to arrival.
• Conduct room inspections following housekeeping inspection for VIPs, Special Attention Guests, and key arrivals to ensure accommodations are prepared according to guest preferences, special requests, and Four Seasons standards.
• Monitor room readiness, guest preferences, amenities, and arrival logistics to ensure flawless execution of the guest experience.
• Support Front Desk operations, including guest check-in and check-out procedures, ensuring all standards are met.

Additional Leadership Responsibility

• Act as the champion of guest recognition throughout the hotel by partnering with all departments to identify guest preferences, celebrate special occasions, and create personalized experiences that drive loyalty and satisfaction.
• Manage and resolve guest concerns, complaints, and service recovery situations to the best of your ability and elevate to senior management when necessary.
• Act as head of department in absence of Guest Experience Manager.

What we offer:

• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Employee Discount for stays at any Four Seasons worldwide
• Complimentary Employee Meals
• Discounted rates for Marta and/or Parking

Schedule & Hours:

• Open availability required, including weekends, holidays, evenings, and, at times, overnight shifts, based on business needs.
• Majority of work will be carried out on property at Four Seasons Hotel Atlanta. Occasional travel may be required for training, special events, company meetings, offsite purchases, or other business-related and operational purposes.

Four Seasons is an Equal Opportunity, Aff… To access the ‘EEOC is The Law’ Information poster please visit this website - https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal