Guest Experience Supervisor

Guest Experience Supervisor

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.

Shining bright in the skyline, Four Seasons Hotel Minneapolis is connected by Skyway to sports, business and entertainment and is two blocks from the Mississippi River. Inside, discover Mediterranean-inspired dining by award-winning local chef Gavin Kaysen, a wellness floor complete with indoor and outdoor pools and a Spa dedicated to nourishment through nature.

The Four Seasons Hotel Minneapolis seeks a Guest Experience Supervisor to join our talented team!

Be a part of Four Seasons Hotel Minneapolis where we foster connection, celebrate character and develop craftsmanship. Join our uniquely-talented team, and we will support you in doing your best work. Whether you're inspired by our culture, incomparable views of the Mississippi River or two-time James Beard Award-winning native Minnesotan chef, discover why your future is here.

About the Role

Basic Purpose: Seek 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. Responds 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. Executing special guest-facing activations and events including Kids For All Seasons and lobby guest generosity.

What You Will Do

• Be responsible for overseeing and enhancing the overall guest experience, ensuring service excellence across all touchpoints of the guest journey.
• Collaborate closely with operational departments to ensure seamless service delivery, anticipating guest needs and resolving issues.
• Monitor service trends and guest expectations, proposing innovative solutions to continuously elevate the overall experience.
• Champion a culture of service excellence, storytelling and emotional connection, reinforcing the Four Seasons service philosophy throughout the hotel.
• Develop and implement guest engagement strategies that drive satisfaction, loyalty, and recognition, while upholding Four Seasons service standards.
• Work harmoniously and professionally with co-workers and supervisors. Comply with Four Seasons standards.
• Systems knowledge associated with Front Office. For example, Opera, Hot Sos, Key etc.
• Support F&B at a strategic level, ensuring dining-related guest insights, celebration details, and key preferences are shared and executed consistently, elevating the overall recognition and experiential quality.
• Oversee all guest feedback processes, service (glitch) recovery, and reputation management, identify trends and opportunities for continuous improvement.
• Send pre-arrival communications, block rooms according to preferences, and oversee VIP preparations and welcome amenities.
• Collaborate with all departments (F&B, Concierge, Front Desk, Housekeeping) to deliver a seamless and anticipatory guest experience.
• Engage with guests throughout their stay, meeting and greeting guests upon arrival, gathering feedback, resolving issues promptly, and ensuring all requests are met with care.
• Train Front Desk Agents on Concierge related tasks and provide coaching and management in guest experience/concierge expectations. Provide coaching and feedback.

What You Bring

• A minimum of 3 years of front office/hospitality or related work experience is preferred
• Extensive knowledge of the Twin Cities and surrounding areas
• Existing relationships with third-party vendors a plus
• High school education or equivalent experience
• Reading, writing and oral proficiency in the English language
• Good organizational skills, attention to detail, and ability to multitask
• Ability to work irregular hours, weekends, and evenings

What We Offer

We care for our team members through competitive compensation packages and the following complimentary, market-leading benefits:

• Wage: $25.62 per hour
• Comprehensive health and vision insurance
• Discovery nights at Four Seasons Properties around the globe
• Holiday and vacation pay
• Daily meals inspired by award-winning chefs
• Complimentary uniforms and uniform care
• Sick pay, disability coverage, and life insurance

We also offer opportunities for career development and advancement and the following rewards in support of their work-life balance:

• Parking discounts
• Staff lounge and cafeteria space with city view
• Up to eight weeks of parental leave pay
• Fur baby insurance
• 401(k) retirement plan
• Discounted accommodations at Four Seasons properties worldwide
• Dental coverage available at a discounted rate

Candidates must have valid work authorization for the U.S.

Thank you for your interest in working at Four Seasons Hotel Minneapolis. We look forward to receiving your application!

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