VIP Guest Experience Lead

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

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.