Luxury Guest Experience Lead

Four Seasons; Miami (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Four Seasons in Miami is seeking a Guest Experience Assistant Manager to support the Guest Experience Manager in delivering a customized, memorable experience to resort guests and residents. By personalizing the service and improving guest loyalty, this position will consistently focus upon developing new ways to improve the Guest Experience.

The ideal candidate excels at anticipating guest needs, delivering personalized service, and maintaining the highest standards in alignment with brand

Qualifications

• 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.
• Fluency in English is required for this location and this job requires applicants to have current work authorization in the United States. Ability to speak Spanish preferred.

Responsibilities

• Assist in leading staff and operations in related departments to ensure consistency in guest service and adherence to operational standards.
• Assist in the resolution of guest concerns, and facilitate the delivery of quality, clean and safe facilities, amenities and services.
• Coordinate guest experience of VIP guests while on property by communicating with all operational departments in the Resort (Housekeeping, Pool & Beach, F&B Outlets).
• Works cohesively with Hotel Assistant Managers and all areas within the Front Office.
• Responsible for monitoring guest satisfaction and recommending approaches that can be implemented to better serve our guests.
• Act as the senior manager on duty in the absence of senior leadership, taking swift and appropriate action in emergency, safety, or guest-related situations.
• Manage and isolate specific VIP guests' pre-arrival, while in house, and post-stay.
• Assist in connecting with each glitch guest to ensure full resolution while the guest is on property.
• Meet and greet all curbside and limousine arrivals throughout the day.
• Walk all VIP rooms prior to arrival to ensure cleanliness, amenities and traces are placed.
• Reach out to VIP guests prior to arrival to introduce yourself confirm transportation and offer to set up itinerary items while in house to personalize their stay.
• Attend Morning Operations Meeting and speak regarding each VIP arrival and the purpose of their stay.
• Ensure standards are being met, staff are being supported, high level of guest satisfaction maintained, and all guest requests are responded to in an accurate and timely manner.

Skills

Leadership skills

Guest service

Communication skills

Interpersonal skills

Multitasking

Tools

Hotel property management systems

Job description

Four Seasons in Miami is seeking a Guest Experience Assistant Manager to support the Guest Experience Manager in delivering a customized, memorable experience to resort guests and residents. By personalizing the service and improving guest loyalty, this position will consistently focus upon developing new ways to improve the Guest Experience.

The ideal candidate excels at anticipating guest needs, delivering personalized service, and maintaining the highest standards in alignment with brand