Guest Experience Manager - San Francisco at Embarcadero

About the role

Four Seasons Hotel San Francisco at Embarcadero seeks a Guest Experience Manager to join their talented team. This role is responsible for delivering exceptional, personalized service to VIP, Special Attention, Profile, and Extended-Stay guests. The Guest Experience Manager oversees the guest arrival and departure experience, proactively anticipates guest needs, and serves as a key liaison between departments to ensure seamless service delivery in alignment with Four Seasons standards, culture, and policies.

Responsibilities

• Proactively manage all VIP and Special Attention guest interactions via email, phone, chat, and in person, delivering the highest level of hospitality and discretion.
• Conduct pre-arrival outreach, review guest profiles, itineraries, and preferences, and personalize the guest journey from arrival through departure.
• Meet, greet, and escort selected guests in the driveway and lobby; ensure a visible management presence during peak arrival periods.
• Respond promptly and accurately to guest requests, complaints, and service recovery situations, ensuring resolutions align with Four Seasons standards.
• Support and manage guest-focused programs such as Extended Stay, Children’s Amenities, and specialty suite standardization.
• Partner with Front of House leadership to reinforce Four Seasons culture, service excellence, and core standards.
• Ensure compliance with all Four Seasons Category One and Two Work Rules and Standards of Conduct.
• Utilize hotel systems and software to accurately document guest preferences, special arrangements, and billing details.

Qualifications

• Excellent personal presentation, with strong interpersonal skills and a warm, welcoming demeanor.
• Positive attitude and professional presence in all guest and team interactions.
• Exceptional communication skills, including reading, writing, and oral fluency.
• Strong emotional intelligence, diplomacy, and the ability to build meaningful relationships.
• A high attention to detail with the ability to multitask effectively in a fast-paced environment.
• Proven ability to manage complex service recovery situations with professionalism and sound judgment.
• An analytical mindset with proficiency in guest experience systems and data tools.
• Demonstrated ability to lead cross-functional teams and influence without direct authority.
• An adaptable and flexible approach in a guest-focused, dynamic environment.
• A flexible schedule with availability to work varied days and times based on operational needs.
• Knowledge of multiple languages is a plus.
• A college degree in hospitality or a related field preferred.
• Minimum of three years of progressive leadership experience in luxury hospitality.

Preferred Qualifications and Skills

• Proven expertise in Guest Experience, Front Office, Concierge, or Rooms Division leadership.

Pay

$82,900 - $85,500

Schedule

Varying days and times based on operational needs.

Benefits

• Generous medical, dental & vision insurance plans.
• 401k Retirement plan.
• 8 weeks of New Parental Leave.
• Pay for Accommodation at other Four Seasons Hotels and Resorts.
• Complimentary Employee Meals.
• Paid holidays, vacation & sick days.

Equal Opportunity Employer

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