Four Seasons Hotels Limited
Guest Experience Manager
Four Seasons Hotels Limited, East Palo Alto, California, United States,
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:A contemporary business hub with the highest standards of innovative hospitality. At the heart of Silicon Valley, experience a first-hand connection to the region's tech legacy, sports and music venues and discover local adventures blended with artful sophistication. Four Seasons Hotel Silicon Valley brings an inventive approach to creative events, seasonal pop-up experiences, lifestyle facilities and culinary craftsmanship that culminate in the ultimate urban getaway.
Four Seasons Hotel Silicon Valley is proud to provide our guest the highest standards of luxury and personalized service. At Four Seasons we believe in recognizing a familiar face, welcoming a new one and treating every one we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us, 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.
The Opportunity:
Four Seasons Hotel Silicon Valley is currently looking for a Guest Experience Manager.
Essential function of the job:
Responsibilities and essential job functions include but are not limited to the following:Oversees and implements Hotel Guest Experience initiatives and ideasManages all the VIP guests arrivals/departures experience, including pre/post arrival communication, to ensure the highest level of guest experience is constantly providedConduct Courtesy Calls and implement a system to track the guest contacts on daily basisReviews daily arrivals and properly assigns room for VIP guestsInspects the VIP rooms - coordinates with Housekeeping and In Room Dining to ensure a perfect arrival experienceResolves guest complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalismSeeks out opportunities for guest-centric experiences in all outlets of the hotel and assists hotel outlets in putting processes in place to ensure that these opportunities are executed by all employeesAnalyzes standards compliance tools results (e.g. Medallia, LQA, Coyle, glitches, etc.) to identify performance gaps and highlight areas for improvement, and make recommendations to management accordinglyCarries out regular standards training and testing for the Front Office team. Ensure all team members maintain high levels of product knowledge and are knowledgeable about the property's standards and P&PsChampions internal quality assurance initiatives (e.g. regular room inspections, management walkthroughs of the property, MOD observations), to ensure both the product and service levels match Four Seasons standards and guest expectationsPerforms Front Office MOD shifts when needed and ensure a smooth daily operation - Manages the Front Desk, Guest Services and CORE teamPerform other tasks or projects as assigned by hotel managementQualifications and Skills:
At least two years management experience within Rooms division operations in luxury hotelsStrong communication skills - written and verbal and the ability to remain calm under pressureAbility to be visible in the operation, provide recognition, promote positive public relations, and handle concerns, or special requests for guests. Knowledge of the complete front office operation is essential.Ability to follow Four Seasons cultural and core standards, policies, and standard operating procedures is a mustMust be flexible with schedule - Able to work weekdays, weekends, holidays and nights.What to Expect:
Salary Range: $75K to $80KBe part of a cohesive team with opportunities to build a successful career with global potentialMedical, dental, and vision insuranceHoliday, vacation, and sick pay401k participation with a company matching programComplimentary stays at Four Seasons worldwide (subject to availability)Free employee meals prepared by the culinary teamComplimentary dry cleaning of employee uniformsFree employee parking
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://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
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:A contemporary business hub with the highest standards of innovative hospitality. At the heart of Silicon Valley, experience a first-hand connection to the region's tech legacy, sports and music venues and discover local adventures blended with artful sophistication. Four Seasons Hotel Silicon Valley brings an inventive approach to creative events, seasonal pop-up experiences, lifestyle facilities and culinary craftsmanship that culminate in the ultimate urban getaway.
Four Seasons Hotel Silicon Valley is proud to provide our guest the highest standards of luxury and personalized service. At Four Seasons we believe in recognizing a familiar face, welcoming a new one and treating every one we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us, 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.
The Opportunity:
Four Seasons Hotel Silicon Valley is currently looking for a Guest Experience Manager.
Essential function of the job:
Responsibilities and essential job functions include but are not limited to the following:Oversees and implements Hotel Guest Experience initiatives and ideasManages all the VIP guests arrivals/departures experience, including pre/post arrival communication, to ensure the highest level of guest experience is constantly providedConduct Courtesy Calls and implement a system to track the guest contacts on daily basisReviews daily arrivals and properly assigns room for VIP guestsInspects the VIP rooms - coordinates with Housekeeping and In Room Dining to ensure a perfect arrival experienceResolves guest complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalismSeeks out opportunities for guest-centric experiences in all outlets of the hotel and assists hotel outlets in putting processes in place to ensure that these opportunities are executed by all employeesAnalyzes standards compliance tools results (e.g. Medallia, LQA, Coyle, glitches, etc.) to identify performance gaps and highlight areas for improvement, and make recommendations to management accordinglyCarries out regular standards training and testing for the Front Office team. Ensure all team members maintain high levels of product knowledge and are knowledgeable about the property's standards and P&PsChampions internal quality assurance initiatives (e.g. regular room inspections, management walkthroughs of the property, MOD observations), to ensure both the product and service levels match Four Seasons standards and guest expectationsPerforms Front Office MOD shifts when needed and ensure a smooth daily operation - Manages the Front Desk, Guest Services and CORE teamPerform other tasks or projects as assigned by hotel managementQualifications and Skills:
At least two years management experience within Rooms division operations in luxury hotelsStrong communication skills - written and verbal and the ability to remain calm under pressureAbility to be visible in the operation, provide recognition, promote positive public relations, and handle concerns, or special requests for guests. Knowledge of the complete front office operation is essential.Ability to follow Four Seasons cultural and core standards, policies, and standard operating procedures is a mustMust be flexible with schedule - Able to work weekdays, weekends, holidays and nights.What to Expect:
Salary Range: $75K to $80KBe part of a cohesive team with opportunities to build a successful career with global potentialMedical, dental, and vision insuranceHoliday, vacation, and sick pay401k participation with a company matching programComplimentary stays at Four Seasons worldwide (subject to availability)Free employee meals prepared by the culinary teamComplimentary dry cleaning of employee uniformsFree employee parking
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://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf