Base: $80k to $85k; bonus/equity: not specified; b...
On-site
Guest journey and experience design
Elite and centrally served guests
Operational leadership and service delivery
Four Seasons Hotels Ltd is seeking a Guest Experience Manager for their Silicon Valley location, emphasizing a commitment to luxury service and genuine hospitality. The role involves overseeing guest experiences, leading operational teams, and enhancing service delivery, requiring strong leadership skills and experience in luxury hospitality
Job Summary
Lead the full guest journey from pre-arrival through post-departure with a focus on personalization, recognition, and emotional engagement.
Partner with all operating departments to support consistent service delivery and lead operational teams involved with personalized service.
Model a culture of empathy, emotional intelligence, and Four Seasons behaviors, and coach leaders and employees on guest interaction skills.
Matching Summary
Match Score: 85
Four Seasons Hotels Ltd is seeking a Guest Experience Manager for their Silicon Valley location, emphasizing a commitment to luxury service and genuine hospitality. The role involves overseeing guest experiences, leading operational teams, and enhancing service delivery, requiring strong leadership skills and experience in luxury hospitality.
Salary
Base: $80K to $85K; Bonus/Equity: Not specified; Benefits: Medical, dental, and vision insurance, holiday, vacation, and sick pay, 401k participation with a company matching program, complimentary stays at Four Seasons worldwide, free employee meals, complimentary dry cleaning of employee uniforms, free employee parking
Skills & Requirements
Must-have
Guest journey and experience design
Elite and centrally served guests
Operational leadership and service delivery
Service recovery and guest advocacy
Innovation and brand standards
Nice-to-have
Model a culture of empathy
Coach leaders and employees
Support training for new leaders
Digital tools for personalization
Key Requirements
Minimum five years of progressive leadership experience
Luxury hospitality experience
Guest Experience, Front Office, Concierge, or Rooms Division leadership
Strong emotional intelligence, diplomacy, and communication skills
Ability to manage complex service recovery situations
Strong analytical capability and comfort with guest experience systems
Ability to lead cross-functional teams
Flexible schedule including weekdays, weekends, holidays, and nights