Director of Guest Experience

About the Role

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. At Four Seasons Beverly Wilshire, located at the intersection of Wilshire Boulevard and Rodeo Drive in the heart of Beverly Hills, this position has the opportunity to shape employee experience by providing exceptional knowledge and service in support of our world-renowned hotel.

The Director of Guest Experience reports to the Director of Rooms. Work authorization for the location is required.

Responsibilities

• Manage all VIP, Special Attention, Specialty Suite, and Return Guests, including coordinating and monitoring directly between guests and all necessary departments.
• Oversee all Elite guests' stays, including pre-arrival, room allocation, meet and greet upon arrival, and touching base with them throughout their stay.
• Determine amenities for all VIP, Special Attention, Specialty Suite, and Return Guests and coordinate directly with the management team.
• Review all pertinent details of VIP, Special Attention, Specialty Suite, and Return Guests with the entire operations team.
• Coordinate guest room special requests with the operations team and manage VIP arrivals.
• Direct room service amenity servers to ensure appropriate amenities are placed in rooms prior to guest arrival.
• Oversee the curbside arrival of VIP guests, ensuring doormen, valet runners, and bellmen attend to the guests' needs.
• Inspect housekeeping room attendants' and supervisors' work in VIP guest rooms to ensure quality and cleanliness exceed guest expectations.
• Direct and partner with operational leadership to ensure service execution is consistent across all outlets.
• Make timely and impromptu decisions balancing guests' needs with the hotel's financial, safety, and staffing goals.
• Find solutions to challenges and glitches that arise while VIP guests are on property, keeping the Director of Rooms and Planning Committee informed.
• Act as the butler in the Penthouse when occupied.
• Ensure all departments follow up with glitches in a timely manner.
• Perform all reasonable services a guest may require, anticipate guest requests, and satisfy them efficiently and promptly.
• Create and execute action plans to rectify recurring Guest Relations glitches.
• Maintain lobby presence during high occupancy and peak arrival/departure times for guests, groups, and events.
• Coordinate all reasonable services a VIP guest may require and anticipate guest needs to provide prompt and efficient service.
• Assist other departments in resolving problems.
• Handle guest problems and complaints, keeping the Front Office Manager informed.
• Act in the absence of senior management concerning the safety, security, and well-being of hotel guests.
• Ensure room discrepancies are resolved.
• Respond properly in any hotel emergency or safety situation.
• Perform other tasks or projects as assigned by hotel management and staff.
• Display a high level of integrity and professionalism in dealing with guests and employees.
• Schedule the guest relations team, manage labor, and approve vacation time for staff.

Requirements

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

Pay

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