Guest Experience Manager

Job Type: Location Type: Not Specified

 

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:
Sensei Lāna’i, A Four Seasons Resort offers a luxurious adults-only wellness enclave on the secluded Hawaiian island of Lāna’i. Unmatched hospitality, reputable specialists and natural beauty combine to offer a completely customized experience to discover one’s greatest well-being. At the heart of it all is the Sensei Way, an evidence-led approach integrating healthy living practices into three simple paths – Move, Nourish and Rest. Guided by highly trained practitioners in areas such as exercise physiology, nutrition, stress management, yoga and mindfulness, each stay is unique – itineraries are comprised from a selection of wellness classes, spa treatments, a range of island activities and world-class golf and tennis facilities complemented by nourishing and delicious dining by Nobu. The resort’s 10 spa hales are luxurious, Japanese-inspired oases of calm, each one featuring an ofuro bathtub, infrared sauna, steam, indoor and outdoor showers, oversized massage tables, private plunge pools and cozy lounging areas.

Aloha! Sensei Lana’i , A Four Seasons Resort is seeking a Guest Experience Manager

JOIN OUR ‘OHANA

The Guest Experience Manager shares our passion for excellence and is enthusiastic about creating the ultimate service experience. The Guest Experience Manager is a part of a dynamic team that provides award-winning service to our guests. The Guest Experience Manager works directly with the Front Office Management team and will play a critical role in creating and maintaining an elevated and luxurious guest experience.

The Opportunity:

The Guest Experience Manager oversees and implements Hotel Guest Experience initiatives and ideas. Seeks 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. Manages the Resort’s Arrival and Departure experience, coordinates and liaises with various departments to ensure the highest level of guest experience is constantly provided. Covers MOD shifts and ensures a smooth daily operation. Assists with managing the Retreat Hosts and Guest Services team. Interviews, trains and schedules the staff. Conducts performance evaluations and coaches staff when needed. Coordinates arrivals, departures and billing requirements with Sales and Catering Department. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups. Inspects VIP and Special Attention guestrooms and ensures readiness for a perfect arrival experience. Coordinates and manages the Mea Ho’okipa program and ensuring that the program is fully adhered to and running smoothly within the Resort. Assures that all financial and credit procedures are followed and follows up on any issues. Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; 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.

What We Look For:

Ideal candidates will have at least two years management experience within Rooms division operations. The leader in this role will have the ability to be visible in the operation, provide recognition, promote positive public relations, and handle concerns, or special requests for guests. Knowledge of the complete front office operation is essential. Ability to follow Four Seasons cultural and core standards, policies, and standard operating procedures is a must. Strong communication skills – written and verbal and the ability to remain calm under pressure. Some additional preferred qualifications for the role include a college degree specializing in hotel/restaurant management, flexible schedule, with ability to work overnights, weekends, and holidays and experience working in a union environment.

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

Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview.

WHAT TO EXPECT
• Energizing Employee Culture where you are encouraged to be your true self!
• Comprehensive learning and development programs to help you master your craft.
• Competitive wages and benefits (Medical, Dental, Vision and Retirement Plan) as well as Paid Time Off & Holiday Pay
• Inclusive and diverse employee engagement & recognition events all year-round.
• Exclusive discount and travel programs with Four Seasons
• Complimentary Dry Cleaning for Employee Uniforms & Employee Meals
• Affordable Employee Housing
• And so much more!
• Salary – $70,000.00-$73,000.00

We look forward to receiving your application, mahalo!

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the ‘EEOC is The Law’ Information poster please visit this website – https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf