Assistant Guest Experience Manager

About the position

The Assistant Guest Experience Manager at Four Seasons is responsible for ensuring exceptional guest satisfaction by managing the Guest Relations Officers and Concierge staff. This role involves training, scheduling, and supervising staff performance while also directly interacting with guests to accommodate their needs and resolve any complaints. The position emphasizes creating personalized experiences for guests and collaborating with various hotel departments to ensure smooth operations and high service standards.

Responsibilities
? Train and schedule the Guest Relations Officers staff and Concierge.
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? Supervise day-to-day performance of the staff and conduct performance reviews.
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? Handle all guest interactions with the highest level of hospitality and professionalism.
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? Develop new programs and ideas to improve guest satisfaction.
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? Work closely with various departments to assure smooth handling of in-house guests, arrivals, and departures.
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? Utilize software programs to accurately input special arrangements and ensure proper billing.
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? Contact guests prior to their arrival to obtain arrival times and offer services.
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? Inspect rooms on arrival and report any issues to relevant departments.
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? Act as Concierge, providing personal assistant services and creating customized itineraries.
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? Conduct daily briefings and meetings with department heads.
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? Ensure all VIP sheets are up to date with relevant information.

Requirements
? Experience in a hospitality management role or similar position.
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? Strong communication and interpersonal skills.
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? Ability to manage and lead a team effectively.
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? Proficiency in using hotel management software such as Opera and Hotsos.

Nice-to-haves
? Experience with Workday software.
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? Knowledge of luxury hospitality standards.
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? Fluency in multiple languages.

Benefits
? 401(k) matching
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? Dental insurance
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? Health insurance
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? Life insurance
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? Paid time off
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? Pet insurance
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? Tuition reimbursement

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