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: A modern oasis in the city s most exciting location. At the epicentre of San Francisco stands the city’s iconic hotel, where business ideas emerge, loved ones connect and life’s most important celebrations happen. When you’re not shopping at Union Square, enjoying the city’s diverse culinary scene or exploring one of the Bay Area’s top attractions, unwind in our newly renovated guest rooms, designed to represent the natural beauty of San Francisco’s fog, redwood trees and ocean.

We are actively searching for an experienced and energetic manager to become Guest Experience Manager of Four Seasons Hotel San Francisco!

Directs and coordinates the activities of the team to create a special welcoming and memorable experience for our guests. Ensuring accurate communication and follow-up on any problem, guest request, and special requirement.

Respond 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.

• The Guest Experience Manager (GEM) demonstrates passion to create a service culture environment geared towards delivering an incomparable guest experience. The GEM anticipates and exceeds the expectations of the guest, to build unique and personalized relationships.
• Trains and schedules of the Guest Service Team. Supervises day-to-day performance of the staff. Coaches staff to achieve Benchmark standards.
• Works closely with Front Desk, Concierge, Reservations, Sales and Security to assure smooth handling of guest arrivals and departures.
• Manage all VIP arrival, in house and departing guests, ensuring the room blocks are accurate and special requests are properly actioned. The GEM is expected to work very closely with the room’s coordinator and the housekeeping team to ensure rooms are inspected and ready for all arriving VIP guests.
• The GEM provides exceptional leadership and high standards at all times. The GEM is expected to apply good judgement and is to be seen to demonstrate positive energy and commitment to meet the customer needs, both internal and external. GEM is expected to have good rapport with colleagues and guests, responding immediately to requests showing a genuine interest to resolving all issues.
• Is expected to actively seek out changes and/or improvements in the Operation. Be goal orientated and focused on positive results, clarifying goals, targets, and expectations with the team.
• Constantly maintain Key, Golden and Opera database for accuracy & quality and work with the Guest Recognition Specialists at other hotels and in the corporate office to increase the accuracy of the knowledge of our guests and clients.
• Prepare and review all relevant Guest, Profile, VIP and Special Attention guest’s information and share information with all departments. Ensure all Guest Recognition policies and procedures are followed.
• At the daily operations meeting, discuss all VIPs arriving for the day as well as obtain updates from the team.
• Support Guest Recognition Program and monitor amenity program. Enhancing the overall experience for the guests.
• Ensure…