Director of Guest Experience
- Fourseasons
- Palm Beach
- 4w ago
- Full-Time
- On-site
...
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:
Here at Palm Beach Island’s only Five-Star, Five-Diamond resort, the feel is timeless, charming, and intimately connected to our private beachfront just steps beyond our front door. Every detail and memorable experience tells the story of the warmth and spirit of our iconic island. Dining at Four Seasons Resort Palm Beach is an experience in and of itself, with inspiration drawing from a Michelin star collaboration and the local elements. The crowning jewel of the Resort is Florie’s, the only restaurant and bar in the United States in partnership with Mauro Colagreco, recently recognized as Best of the Best in The World's 50 Best Restaurant awards. Write the next chapter of your career in an authentic Palm Beach paradise.About the role
Four Seasons Resort Palm Beach is looking for a Director of Guest Experience to join our Front Office Team. The Director of Guest Experience is responsible for ensuring a memorable, personalized, and seamless experience for guests throughout their stay at the hotel. This role requires a proactive approach to guest services, managing guest feedback, resolving issues promptly, and maintaining the highest levels of hospitality standards.
The Director of Guest Experience is a Department Head level role and will work closely with all other Resort departments to ensure that guest expectations are consistently met and exceeded. Don't miss this unique opportunity to be part of our award winning team, while beginning your career with the world's leading luxury hotel company!
What you will do
Personalizes all experiences for guests by coordinating with various departments in going above and beyond to ensure all guests have a great stay
Seeks out opportunities for guest-centric experiences and oversees these experiences to ensure they are executed consistently
Measures results (challenges, successes, etc.) and communicates on a weekly basis to GEM team
Constant communication between guests via phone and email to make sure all details are correct before arrival and responsible for communicating to all departments
Reviews the hotel glitches of stays that did not meet the expectation of the guest and brainstorms and executes ideas to make their stay more enjoyable prior to departure
Reviews arrivals of VIP guests, Elite guests and guests with special requests in our daily operations meeting with managers from various departments.
Comply with Four Seasons standards, while working harmoniously and professionally with all co-workers and planning committee
Ownership of Limo & Comp Gifts & Services expense line. This includes budgetary responsibilities, rollout of updated amenities, and vendor management
Assists with overseeing Front Desk staff and fills in as MOD as needed
Systems knowledge associated with Front Office. For example, Opera, HotSOS, Key, etc.
Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Front Desk, Guest Services and lobby coverage.
Provide Crunch Team assistance throughout the hotel.
What you bring
College degree or equivalent experience
Three years previous front office/hospitality experience
Requires a working knowledge of the Front Desk and Concierge aspects of Four Seasons service
Working knowledge is generally learned on-the-job
Requires knowledge for the ability to operate computer equipment
Ability to recognize Elite and VIP guests by name and greet upon arrival
Ability to read, write, and speak English
What we offer:
Competitive salary, wages, and a comprehensive benefits package
Complimentary employee benefits after one year of service
401(k) Retirement Plan and Company Match
Excellent Training and Development opportunities
Employee Discount for stays at any Four Seasons worldwide
Complimentary Dry Cleaning for Employee Uniforms
Complimentary Employee Meals
... and so much more!
Schedule & Hours:
A flexible schedule is required with the ability to work all shifts including morning & evening shifts, weekends, and holidays.
US Work Authorization is required unless candidate is currently in a managerial position at a Four Seasons location outside of the US. Current Four Seasons managers outside of the US may qualify for L1 Visa Sponsorship.