Director of Guest Experience

Director Of Guest Experience

Beverly Wilshire, Beverly Hills, A Four Seasons Hotel is looking for a Director of Guest Experience who shares a passion for excellence and who infuses enthusiasm into everything they do. This position has the opportunity to shape employee experience by providing exceptional knowledge and service in support of our world-renowned hotels. The Director of Guest Experience reports to the Director of Rooms. Work authorization for the location is required.

Responsibilities:

Job duties include but are not limited to:

• Manage all VIP, Special Attention, Specialty Suite and Return Guests, including coordinate and monitor directly between guest and all necessary departments.
• Oversee all Elite guests stays; which includes pre-arrival, room allocation, meet and greet upon arrival, and touching base with them through their stay.
• Determine amenities for all VIP, Special Attention, Specialty Suite and Return Guests and coordinate directly with management team.
• Review all VIP, Special Attention, Specialty Suite and Return Guests pertinent details with entire operations team.
• Coordinate guest room special requests with operations team; manage VIP arrivals.
• Responsible for directing room service amenity servers to ensure appropriate amenity is placed in room prior to guest arrival.
• Oversee the curbside arrival of VIP guests and ensuring the doormen, valet runners, and bellmen are attending to the guest's needs.
• Inspecting the housekeeping room attendant and supervisor's work in the VIP guest rooms to ensure the quality of the room and cleanliness exceeds the guest's expectations.
• Directs and partners with operational leadership to ensure service execution is consistent across all outlets.
• Make timely and impromptu decisions, which balance guest's needs with the financial, safety and staffing goals of the hotel.
• Find solutions to the inevitable challenges and glitches that arise while VIP guests are on property and keeping the Director of Rooms and Planning Committee promptly and fully informed of all problems or unusual matters so prompt corrective action can be taken where appropriate.
• Acts as the butler in the Penthouse when it is being occupied.
• Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in Embark.
• To ensure all departments are following up with glitches and that they are doing so in a timely manner
• Perform all reasonable services a guest may require, anticipate guest requests and requirements in order to satisfy them efficiently and promptly.
• The ability to create and execute an action plan to rectify reoccurring Guest Relations glitches.
• Lobby presence during high occupancy, and peak arrival and departures of guests, groups, and events.
• Coordinates all reasonable services a VIP guest may require and anticipate guest needs in order to provide prompt and efficient service.
• Assists other departments as required in resolving problems. The ability to handle guest problems and complaints, keeping Front Office Manager well-informed as to problems and action taken.
• Acts in the absence of senior management in all matters concerning the safety, security and well-being of hotel guests.
• Must ensure room discrepancies are resolved.
• The ability to respond properly in any hotel emergency or safety situation.
• The ability to perform other tasks or projects as assigned by hotel management and staff.
• Must display a high level of integrity and professionalism at all times in dealing with guests and employees.
• Schedules guest relations team, manages labor, and approves vacation time for his or her staff.

Skills/Qualifications:

• Education: College degree preferably in Hospitality
• Experience: 3-5 years in luxury hotel, supervisory experience. Experience with computers.
• Preferred Computer skills: MS Office, MS PowerPoint, MS Excel, MS Outlook, MS Teams
• Superior guest service and salesmanship skills
• Excellent analytical and organizational skills
• Detail oriented focus
• Proven leader
• Preferred: Multi-lingual (French, Italian and Spanish) reading, writing and oral proficiency
• Strong managerial and supervisory skills.

Salary Range: $97,000.00 - $107,000.00

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