Guest Experience Manager

About this opportunity

About the role The Guest Experience Manager forms part of the Rooms Management team and manages the hotel lobby and arrival/departure experience of the respective hotels/resorts. What you will do Main Responsibilities: 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. Supervises day-to-day performance of the Guest Experience Team. Coaches the team to achieve Core and Service Culture standards. Conducts performance reviews. Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices. Assures that Guest Experience Team knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, and sightseeing), provide information, ticketing, and reservations for guests. Messages and daily mails, either outgoing or incoming are being actioned in an accurate and timely manner. Complies with Four Seasons Work Rules and Standards of Conduct as set forth in Employee Handbook. Works harmoniously and professionally with co-workers and supervisors. Works closely with Front Desk, Reservations, Guest Service Agents, Concierges and Valet Parking to assure smooth handling of guest arrivals and departures. Works closely with the Food & Beverage team to coordinate any reservations/requests for hotel managed restaurants, bars and lounges as well as event space or for any specific requests and amenities to place in rooms. Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Lobby coverage, Concierge and Reception. The ability to interview and select job applicants, train and supervise staff in the performance of their duties. The ability to perform all reasonable services a guest may require, anticipate guest requests and requirements in order to satisfy them efficiently and promptly. The ability to ensure the proper follow up and accuracy of the packages sold on the Four Seasons website. Ensuring that any charges related to set up in rooms are posted on the guest s folio and if complimentary, proper procedure is followed to ensure accuracy of the vendor s invoices. Assuring the revenue tracking for Guest Experience Department and the expenses by monitoring monthly orders. Handling VIPs, return guests, long staying guests or any other guests staying for special occasions. Keeps hotel operating departments informed about guests' preferences or movements. The ability to create innovative and memorable experiences for our guests by getting to know them and their preferences. The ability to work closely with any department in order to solve potential issues in guests rooms. The ability to resolve guest complaints in conjunction with the Duty Managers, keeping senior management well informed as to the problems and actions taken by using Golden and any other necessary communication tool. The ability to perform other tasks or projects as assigned by hotel management and staff. The ability to use hotel computer system and phone system. Manages the Elite Guest Program to ensure maximum recognition for our most frequent guests. Enhances the VIP Arrival & Departure Experiences and maximizes curbside/in-room check-in program. Coordinates Amenities program with the assistance of Assistant Director of Rooms and Director of Food & Beverage. Ensures that all traces for Guest Experiences are being followed up on, actioned and resolved on a daily basis. Facilitates special unscripted touches for guests. Implements guardian angel program/guest experience program. Has presence in lobby & outlets to connect with guests in meaningful ways. Standard Duties: 1. To provide a friendly and professional service that always exceeds guests expectations. 2. To ensure you read the hotel's employee handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety. 3. To undertake other duties and responsibilities which, while outside the normal routine, are within the overall scope of the position. 4. To report for duty punctually wearing professional attire. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department personal appearance standards. 5. To comply with local legislation as required. 6. To maintain good working relationships with your colleagues and all other departments through working by The Golden Rule. 7. To respond to any changes in the division as dictated by the needs of the industry, company or hotel. 8. To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs. 9. Conduct and attend training sessions as outlined. 10. Perform other tasks or projects as assigned by the Front Office Manager or Asst. Director of Rooms. A minimum of at least 2 to 3 years of experience in the similar role in a luxury brand Proficient in English (speaking, reading, writing) Excellent interpersonal, verbal, and written communication skills