Guest Experience Manager

Job Title

Four Seasons Hotel Miami is seeking a dedicated professional for a key role in guest services. This position offers an opportunity to work in a dynamic environment that values excellence in hospitality and service.

Responsibilities:

• Handle guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolving guest issues and assisting with guest inquiries as required.

• Seek out opportunities for guest-centric experiences in all outlets of the hotel and assist hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees.

• Assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.

• Respond to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.

• Communicate with team members to ensure the highest level of personalized service.

• Communicate and liaise closely with Front Office, Concierge, In Room Dining, Housekeeping and various other departments to ensure follow up on any special problems, guest requests (to include amenities, room set ups, preregistration etc.

• Review daily arrivals to ensure proper handling of VIP and Special Attention guests and be able to discuss in the morning meetings.

• Coordinate correspondence with guests pre and post stay.

• Assist hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees.

Qualifications & Skills:

• Strong managerial skills are essential, with outstanding demonstrated coaching and development skills.

• Minimum three years' experience in Guest Services or related work, previous supervisory or lead experience is preferred.

• Excellent personal presentation and interpersonal skills.

• Knowledgeable about the local area, have a high degree of patience and work with discretion.

• Reading, writing and oral fluency in English language (additional language a plus).

• Successful candidates will be a willing team player, comfortable with electronic systems and willing to accept assignments on a needed basis in order to promote teamwork.

• Flexibility to work early mornings, evenings, weekends and holidays.

• Exceptional organizational skills, attention to detail, problem solving abilities and the ability to manage several demanding tasks in a consistently busy environment.

What to Expect:

• Complimentary Medical, Basic Dental and Basic Vision Insurance for Employee.

• Competitive Salary & Wages.

• 401(k) Retirement Plan.

• Excellent Training and Development opportunities.

• Complimentary Accommodation at other Four Seasons Hotels and Resorts.

• Inclusive and diverse employee engagement events all year-round.

Visa Requirements:

US work authorization is required.

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