Guest Experience Manager

About the role

Four Seasons Hotels and Residences New Orleans is seeking candidates to join their dynamic Guest Experiences team as a Guest Experience Manager. In this pivotal role, you will:

• Lead the delivery of personalized, luxury guest experiences by anticipating needs, resolving concerns, and exceeding expectations with exceptional hospitality.
• Partner with hotel departments and external vendors to design and execute seamless VIP arrivals, special requests, amenities, and memorable guest moments.
• Oversee pre-arrival planning, guest communications, on-property execution, and post-stay follow-up to ensure a highly curated and consistent experience.
• Identify opportunities to enhance the guest journey across all hotel outlets, developing and implementing service processes that drive operational excellence.
• Collaborate closely with Front Office, Concierge, Housekeeping, In-Room Dining, and other teams to ensure flawless execution of guest preferences, special attention stays, and VIP experiences.
• Assist with MOD Coverage in Front Office when required.

Requirements

• Minimum two years of experience in Guest/VIP Experience, Front Office, Concierge.
• Minimum two years of experience in Hotel hospitality experience preferred.
• Strong managerial skills are essential, with outstanding demonstrated coaching and development skills.
• Minimum two years' experience in Guest Services or related work, previous supervisory or lead experience is preferred.
• Excellent personal presentation and interpersonal skills.
• Demonstrate an exceptional knowledge of New Orleans, leveraging discretion, professionalism, and thoughtful attention to detail to curate personalized experiences and build lasting guest relationships.

Qualifications

• Minimum two years of experience in Guest/VIP Experience, Front Office, Concierge.
• Minimum two years of experience in Hotel hospitality experience preferred.
• Strong managerial skills are essential, with outstanding demonstrated coaching and development skills.
• Minimum two years' experience in Guest Services or related work, previous supervisory or lead experience is preferred.
• Excellent personal presentation and interpersonal skills.
• Demonstrate an exceptional knowledge of New Orleans, leveraging discretion, professionalism, and thoughtful attention to detail to curate personalized experiences and build lasting guest relationships.

Skills

• Exceptional interpersonal and communication skills.
• Ability to anticipate guest needs and resolve issues efficiently.
• Strong organizational and multitasking abilities.
• Proficiency in Microsoft Office Suite.
• Knowledge of New Orleans culture and history.

Benefits

• Rewarding Work Culture with mentoring, training, and development opportunities.
• Comprehensive Benefits package including a world-class Medical, Dental, and Vision insurance program.
• 401k participation with a company matching program after 30 days of employment.
• Discounted Accommodations at Four Seasons Worldwide.
• Comprehensive Time off Package including Vacation pay, Sick pay, and 9 paid Holidays, including Mardi Gras.
• Complimentary employee meals prepared by the Four Seasons Culinary Team.
• Discounted parking near hotel.
• And much more!

Pay

Details not specified.

Schedule

Flexible work schedule including mornings, nights, weekends, and holidays. Extended shifts may be needed.