Guest Experience Manager

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.

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.

About the location:

An urban retreat in the heart of the Mile High city. Plan a getaway at our elevated mountain metropolis. Explore a variety of sporting events and concerts across the Mile High City, feel the warmth of family-friendly performing arts classics or hit the slopes just a short drive away from Four Seasons Hotel Denver. Stay in for the quiet nights with 24-hour room service, savour locally sourced ingredients prepared by classically trained chefs, slip into bliss with handcrafted cocktails at EDGE Restaurant & Bar or unwind at our spa with a selection of rejuvenating treatments.

KEY RESPONSIBILITIES

Guest Journey and Experience Design

• • Lead the full guest journey from pre-arrival through post-departure with a focus on personalization, recognition, and emotional engagement.
• • Design, maintain, and evolve guest experience, levels of service, rituals, and service cues that reflect Four Seasons.
• • Identify service gaps and create innovative enhancements that elevate the guest experience across all departments.
• • Oversee a variety of select guests’ programming with a focus on accuracy, communication, and timely execution. Elite and Elite Centrally Served Guests
• • When Elite Guests have a reservation at the property, the Manager of Guest Experience is responsible for the oversight of each Elite Guest’s stay, working closely with Elite Contact to ensure a seamless experience.
• • For Elite-Centrally Served Guests, the Manager of Guest Experience will personally serve as the dedicated On-Property Point of Contact, following checklist responsibilities and maintaining continuous communication with the Global Guest Relations Advisor and the Elite Contact throughout the guest’s visit.
• • In the event the Manager of Guest Experience is unavailable, they must delegate an alternative dedicated On-Property Point of Contact for each Elite Centrally Served Guest to ensure uninterrupted service.

Operational Leadership

• • Partner with all operating departments to support consistent service delivery.
• • Lead the Guest Experience team and all teams involved with personalized service.
• • Oversee daily operations related to arrivals, in-house service recovery, and departures.
• • Ensure accurate and timely communication of guest preferences, important arrivals, and special events to all departments.

Service Recovery and Guest Advocacy

• • Act as the property’s primary advocate for guest concerns.
• • Lead all serious service recovery situations with calm, empathy, and professionalism.
• • Track trends in guest feedback and lead cross-department action plans to resolve root causes.
• • Collaborate with the General Manager and Director of Rooms on sensitive cases to ensure positive resolution.

Data, Insights, and Quality Assurance

• • Work with the Learning and/or Quality Assurance Manager to analyze…