Four Seasons
Guest Experience Manager
Four Seasons, San Francisco, California, United States, 94199
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.
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.
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 ideas
Manages all the VIP guests arrivals/departures experience, including pre/post arrival communication, to ensure the highest level of guest experience is constantly provided
Conduct Courtesy Calls and implement a system to track the guest contacts on daily basis
Reviews daily arrivals and properly assigns room for VIP guests
Inspects the VIP rooms – coordinates with Housekeeping and In Room Dining to ensure a perfect arrival experience
Resolves guest complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism
Seeks 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 employees
Analyzes 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 accordingly
Carries 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&Ps
Champions 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 expectations
Performs Front Office MOD shifts when needed and ensure a smooth daily operation – Manages the Front Desk, Guest Services and CORE team
Perform other tasks or projects as assigned by hotel management
Qualifications and Skills:
At least two years management experience within Rooms division operations in luxury hotels
Strong communication skills - written and verbal and the ability to remain calm under pressure
Ability 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 must
Must be flexible with schedule – Able to work weekdays, weekends, holidays and nights.
What to Expect:
Salary Range: $75K to $80K
Be part of a cohesive team with opportunities to build a successful career with global potential
Medical, dental, and vision insurance
Holiday, vacation, and sick pay
401k participation with a company matching program
Complimentary stays at Four Seasons worldwide (subject to availability)
Free employee meals prepared by the culinary team
Complimentary dry cleaning of employee uniforms
Free employee parking
Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.
#J-18808-Ljbffr
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.
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.
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 ideas
Manages all the VIP guests arrivals/departures experience, including pre/post arrival communication, to ensure the highest level of guest experience is constantly provided
Conduct Courtesy Calls and implement a system to track the guest contacts on daily basis
Reviews daily arrivals and properly assigns room for VIP guests
Inspects the VIP rooms – coordinates with Housekeeping and In Room Dining to ensure a perfect arrival experience
Resolves guest complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism
Seeks 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 employees
Analyzes 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 accordingly
Carries 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&Ps
Champions 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 expectations
Performs Front Office MOD shifts when needed and ensure a smooth daily operation – Manages the Front Desk, Guest Services and CORE team
Perform other tasks or projects as assigned by hotel management
Qualifications and Skills:
At least two years management experience within Rooms division operations in luxury hotels
Strong communication skills - written and verbal and the ability to remain calm under pressure
Ability 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 must
Must be flexible with schedule – Able to work weekdays, weekends, holidays and nights.
What to Expect:
Salary Range: $75K to $80K
Be part of a cohesive team with opportunities to build a successful career with global potential
Medical, dental, and vision insurance
Holiday, vacation, and sick pay
401k participation with a company matching program
Complimentary stays at Four Seasons worldwide (subject to availability)
Free employee meals prepared by the culinary team
Complimentary dry cleaning of employee uniforms
Free employee parking
Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.
#J-18808-Ljbffr