Guest Experience Assistant Manager

Guest Experience Assistant Manager – Full Time – Beverly Wilshire a Four Seasons Hotel This role reports to the Director of Guest Experience and focuses on managing VIP and elite guests, coordinating front‑of‑house and back‑of‑house services to ensure exceptional guest experience. Work authorization for the location is required. Responsibilities Manage all VIP, Special Attention, Specialty Suite and Return guests, coordinating directly with guest and all necessary departments. Oversee elite guest stays, including pre‑arrival, room allocation, meet and greet upon arrival, and ongoing service throughout their stay. Determine amenities for VIP, Special Attention, Specialty Suite and Return guests and coordinate with management team. Review all VIP, Special Attention, Specialty Suite and Return guest details with the entire operations team. Coordinate guest room special requests with operations team; manage VIP arrivals. Direct room‑service amenity servers to ensure appropriate amenity is placed in the room prior to guest arrival. Oversee the curbside arrival of VIP guests, ensuring doormen, valet runners, and bellmen attend to the guest’s needs. Inspect housekeeping room attendant and supervisor work in VIP guest rooms to ensure cleanliness exceeds expectations. Partner with operational leadership to ensure consistent service execution across all outlets. Make timely decisions that balance guest needs with financial, safety, and staffing goals. Resolve challenges and glitches for VIP guests, keeping the Director of Rooms and Planning Committee informed for corrective action. Act as the butler in the Penthouse when occupied. Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in Embark. Ensure all departments follow up on glitches in a timely manner. Perform all reasonable services a guest may require; anticipate requests to satisfy them efficiently. Create and execute action plans to rectify recurring Guest Relations glitches. Maintain lobby presence during high occupancy, peak arrivals and departures of guests, groups, and events. Coordinate all reasonable services a VIP guest may require and anticipate guest needs for prompt service. Assist other departments resolving problems; handle guest complaints and keep the Front Office Manager informed. Act in the absence of senior management for safety, security, and well‑being of hotel guests. Resolve room discrepancies. Respond appropriately to hotel emergencies or safety situations. Perform other tasks or projects as assigned by hotel management and staff. Display a high level of integrity and professionalism with guests and employees. Schedule the guest relations team, manage labor, and approve staff vacation time. Update the Golden Profile with guest preferences collected throughout their stay. Maintain long‑term communication with guests. Network with other Four Seasons hotels nationally and internationally to assist future booking across properties. Skills / Qualifications College degree preferably in Hospitality. 3–5 years experience in luxury hotels with supervisory experience; computer literate. Proficient with MS Office, Outlook, Teams, and PowerPoint. Excellent guest service and salesmanship skills. Excellent analytical and organizational skills. Detail‑oriented focus. Proven leadership. Preferred: Multilingual (French, Italian, Spanish) reading, writing, and oral proficiency. Strong managerial and supervisory skills. What to Expect Be part of a cohesive team with opportunities to build a successful career with global potential. Have access to a robust benefit plan. Engage in diverse and challenging work. Derive pride in work well done. Be recognized for excellence. Salary Range: $75,000.00 – $82,400.00 Four Seasons is an Equal Opportunity, Affimative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. #J-18808-Ljbffr Four Seasons Hotels and Resorts