Director of Guest Experience

Four Seasons Hotels and Resorts
Washington, DC
Category Customer Service
Job Description
Four Seasons is seeking a Director of Guest Experience to oversee and coordinate all aspects of a guest's stay, delivering warm, welcoming and personalized service to elevate guest satisfaction and brand loyalty.

Requirements

  • Lead and inspire a team of Guest Experience Executives/Interns to deliver exceptional service
  • Manage VIPs throughout stay: inspect rooms for arrival and turndown, support concierge with VIP requests, support CORE with VIP pre-arrival communication, connect with VIP glitches, coordinate with housekeeping and IRD to ensure VIP rooms are ready for a perfect arrival experience
  • Collaborate with various departments to ensure seamless guest experiences across all touchpoints
  • Coordinate and manage VIP recognition programs
  • Build meaningful connections and maintain strong relationships with guests
  • Anticipate guest's needs and proactively seek opportunities to enhance their experience during their stay
  • Provide lobby presence during high occupancy, and peak arrival and departures of guests, groups, and events
  • Create and monitor schedules of staff and assist in processing payroll
  • Coordinate arrivals, departures and billing requirements with Sales and Catering Department
  • Accept reservations, changes and cancellations in the absence of Reservations Department Staff

Benefits

  • Medical & Vision Insurance – 95% Covered!
  • Dental Insurance – 100% Covered & Pet Insurance!
  • Complimentary Life insurance
  • Short Term Disability Insurance
  • Paid Holidays, Sick, and Vacation Time
  • 401K Retirement Plan
  • Exciting Training and Development Opportunities
  • Continual Personal Education Reimbursement Programs
  • Complimentary Employee Meals
  • COMPLIMENTARY room nights at Four Seasons Hotels around the world
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