Guest Experience Manager

Guest Experience Manager 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. A modern oasis in the city's most exciting location. At the epicenter of San Francisco stands the city's iconic hotel, where business ideas emerge, loved ones connect and life's most important celebrations happen. When you're not shopping at Union Square, enjoying the city's diverse culinary scene or exploring one of the Bay Area's top attractions, unwind in our newly renovated guest rooms, designed to represent the natural beauty of San Francisco's fog, redwood trees and ocean. We are actively searching for an experienced and energetic manager to become Guest Experience Manager of Four Seasons Hotel San Francisco! The Role Overview Directs and coordinates the activities of the team to create a special welcoming and memorable experience for our guests. Ensuring accurate communication and follow-up on any problem, guest request, and special requirement. Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons' policies. Key Duties The Guest Experience Manager (GEM) demonstrates passion to create a service culture environment geared towards delivering an incomparable guest experience. The GEM anticipates and exceeds the expectations of the guest, to build unique and personalized relationships. Works closely with Front Desk, Concierge, Reservations, Sales and Security to assure smooth handling of guest arrivals and departures. Manage all VIP arrival, in house and departing guests, ensuring the room blocks are accurate and special requests are properly actioned. The GEM is expected to work very closely with the room's coordinator and the housekeeping team to ensure rooms are inspected and ready for all arriving VIP guests. The GEM provides exceptional leadership and high standards at all times. The GEM is expected to apply good judgement and is to be seen to demonstrate positive energy and commitment to meet the customer needs, both internal and external. GEM is expected to have good rapport with colleagues and guests, responding immediately to requests showing a genuine interest to resolving all issues. Is expected to actively seek out changes and/or improvements in the Operation. Be goal orientated and focused on positive results, clarifying goals, targets, and expectations with the team. Constantly maintain Key, Golden and Opera database for accuracy & quality and work with the Guest Recognition Specialists at other hotels and in the corporate office to increase the accuracy of the knowledge of our guests and clients. Prepare and review all relevant Guest, Profile, VIP and Special Attention guest's information and share information with all departments. Ensure all Guest Recognition policies and procedures are followed. At the daily operations meeting, discuss all VIPs arriving for the day as well as obtain updates from the team. Support Guest Recognition Program and monitor amenity program. Enhancing the overall experience for the guests. Ensure the Pre-Arrival process is thorough and detailed and notable guests are contacted prior to arrival and their stay customized to their needs. Review the next 2 days of arrivals and discuss any special requirements, traces and itineraries for all guests. Seek ways to create "wow" moments. Assists with resolving guest complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible Seek opportunities for guest-centric experiences Works closely with Front Office, Housekeeping, Food & Beverage and Engineering to assure smooth handling of guest arrivals and departures Take action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation. Review the next 2 days of arrivals and discuss any special requirements, traces and itineraries for all guests. Seek ways to create "wow" moments. Ensures that all special requests, changes and amenities are recorded and communicated to those concerned Review next day reservations to ensure that billing profiles, rate plans and special requests are recorded Actively participates in the daily arrival process, by greeting and interacting with guests Manages and monitors the guest expectations through the management of the Guest Preference Planners following up with the operations daily communicating milestone celebrations etc. Assist General Manager and Hotel Manager in introducing and meeting with guests Maintains a high presence in guest areas i.e. Lobby, Pools, Restaurants and Lounges Ensures that the day-to-day operational activities of the hotel and direct execution of any guest's personal requirements and needs are met while ensuring exclusive personalized service, via consistent communication with the leadership team. Provides Crunch Team assistance throughout the hotel. Flexibility in scheduling based on VIP arrival patterns and occupancy needs. Qualifications & Experience Hospitality Management degree preferred; equivalent experience considered. Minimum of 2 years of luxury hotel guest service experience required. Excellent communication skills. Ability to work flexible hours including evenings, weekends, and holidays. Strong organizational and time management skills with the ability to meet deadlines. Proficiency with Opera, Golden, and related sales and reservation systems. What to Expect: Salary - 85K + Annual Incentive Plan Market-leading benefits (Medical, Dental, Vision) 401(k) Retirement Plan Complimentary Accommodation at other Four Seasons Hotels and Resorts Complimentary Employee Meals Be yourself and become a member of a work family that cares about you and invests in your development Elevate your craft here and abroad! Seasonal "Task Force" opportunities are available Employee engagement at all levels, where your thoughts and ideas are not only heard but actioned Paid holidays, vacation, and sick days Culinary, retail and wellness experiences at special rates and so much more!