Assistant Guest Experience Manager

Guest Experience Assistant 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.

Poolside paradise meets city sleek under the Miami sun. Above the trendy Brickell Avenue – find the best of both big city adventure and a tropical getaway – arrive at our lifestyle-inspired lobby, savour the fun and flavourful dining experiences, and spend the day with a swim or sway in a hammock within our two-acre sun-kissed sanctuary. It's all set against the Miami skyline overlooking the city's fashionable art, dining, and entertainment scenes just minutes from our doorstep.

About the Role

The Guest Experience Assistant Manager assists the Guest Experience Manager in delivering a customized, memorable and unique experience to resort guests and residents. By personalizing the service and improving guest loyalty, this position will consistently focus upon developing new ways to improve the Guest Experience. The ideal candidate excels at anticipating guest needs, delivering personalized service, and maintaining the highest standards in alignment with brand policies and service philosophy.

What You Will Do

- Assist in leading staff and operations in related departments to ensure consistency in guest service and adherence to operational standards.

- Assist in the resolution of guest concerns, and facilitate the delivery of quality, clean and safe facilities, amenities and services.

- Coordinate guest experience of VIP guests while on property by communicating with all operational departments in the Resort (Housekeeping, Pool & Beach, F&B Outlets).

- Works cohesively with Hotel Assistant Managers and all areas within the Front Office.

- Responsible for monitoring guest satisfaction and recommending approaches that can be implemented to better serve our guests.

- Act as the senior manager on duty in the absence of senior leadership, taking swift and appropriate action in emergency, safety, or guest-related situations.

- Manage and isolate specific VIP guests' pre-arrival, while in house, and post-stay.

- Assist in connecting with each glitch guest to ensure full resolution while the guest is on property.

- Meet and greet all curbside and limousine arrivals throughout the day.

- Walk all VIP rooms prior to arrival to ensure cleanliness, amenities and traces are placed.

- Reach out to VIP guests prior to arrival to introduce yourself confirm transportation and offer to set up itinerary items while in house to personalize their stay.

- Attend Morning Operations Meeting and speak regarding each VIP arrival and the purpose of their stay.

- Ensure standards are being met, staff are being supported, high level of guest satisfaction maintained, and all guest requests are responded to in an accurate and timely manner.

What You Bring

- Minimum 2 + years' experience in a similar hospitality role, in a luxury hotel setting preferred.

- Requires excellent leadership skills, and the ability to motivate and challenge a diverse team.

- Working knowledge of hotel property management systems and computer proficiency.

- Ability to manage multiple priorities in a fast-paced environment and solve problems independently.

- Exceptional interpersonal and guest service skills, as well as the skill to possess advanced knowledge of Four Seasons' products and services.

- This role has direct contact with guests and as such, excellent personal presentation and communication skills are required.

- Fluency in English is required for this location and this job requires applicants to have current work authorization in the United States. Ability to speak Spanish preferred.

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.