About Four Seasons:

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. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Poolside paradise meets city sleek under the Miami sun. Above the trendy Brickell Avenue – find the best of both big city adventure and a tropical getaway – arrive at our lifestyle-inspired lobby, savour the fun and flavourful dining experiences, and spend the day with a swim or sway in a hammock within our two-acre sun-kissed sanctuary. It’s all set against the Miami skyline overlooking the city’s fashionable art, dining, and entertainment scenes just minutes from our doorstep.

About the Role

The Director of Guest Experience is responsible for providing a personalized, exceptional, and distinctive experience to both resort guests and residents. By tailoring services and enhancing guest loyalty, this role will continually seek innovative ways to elevate the Guest Experience. The position involves managing the resolution of guest concerns and ensuring the delivery of high-quality, clean, and safe facilities, amenities, and services. Collaboration with Hotel Assistant Managers and all Front Office departments is key to success. The Director of Guest Experience also monitors guest satisfaction and recommends strategies to improve service. Essential competencies for this role include strong leadership, effective communication, excellent interpersonal and guest service skills, and in-depth knowledge of Four Seasons’ offerings.

Guest Experience Strategy and Vision – Develop and execute a comprehensive guest experience strategy that drives satisfaction, engagement, and loyalty across all guest touchpoints, including Reservations, Arrivals, Service Interactions, and post-stay follow-up.Continuouslymonitor industry trends and best practices to innovate guest experience programs.

Leadership and Team Management – Lead, manage, and mentor hotel management and employees in ensuring they are trained, motivated, and performing at the highest standards.Foster a guest-centric culture that encourages proactive problem-solving and personalized service.Organize and lead regular training and development programs to enhance the team's skills and knowledge.

Guest Feedback and Relationship Management – Oversee and analyze guest feedback from Qualtrics and other channels to identify areas for improvement.Develop strategies to address and resolve glitches, and special requests promptly and professionally.Cultivate relationships with high-value, VIP guests and glitch guests to enhance loyalty and brand advocacy.(not limit to VIP/Elite/HRG)

Operational Excellence and Cross-Departmental Collaboration – Ensure smooth operations and consistency in guest experience delivery, working across departments (Front Desk, Housekeeping, Food & Beverage, etc.).Collaborate with Operations and Sales &Marketing teams to ensure alignment between guest expectations and the brand promise.Create and monitor key performance indicators (KPIs) to track the effectiveness of guest experience initiatives.Ability to cover Front Office Manager shifts as business requires

Innovation and Continuous Improvement – Introduce new and innovative guest experience programs that differentiate the business in the market.Lead initiatives to streamline guest touchpoints and remove glitch trigger points, ensuring a seamless experience from pre-arrival to post-stay.

Budget and Resource Management – Manage the Guest Experience department budget, ensuring efficient use of resources and effective allocation for guest programs.Analyze the return on investment for guest experience initiatives and adjust as necessary.

Preferred Qualifications And Skills

Education: Bachelor’s degree in hospitality management, Business Administration, or related field (Master’s degree preferred).

Experience:

Minimum 7-10 years of experience in guest services, customer experience, or hospitality management.

Proven experience leading a team and driving guest satisfaction improvements.

Strong background in data analysis and the use of customer feedback to inform strategic decisions.

Skills & Competencies:

Exceptional leadership, communication, and interpersonal skills.

High level of emotional intelligence, with the ability to understand and manage guest needs and emotions effectively.

Strong analytical skills, with the ability to assess feedback, performance metrics, and trends to inform decisions.

Excellent problem-solving abilities, with a focus on achieving positive outcomes for both guests and the organization.

Knowledge of customer experience technologies and platforms (CRM systems, guest management tools, etc.).

Ability to thrive in a fast-paced, dynamic environment and adapt to changing guest needs.

Benefits Four Season Employees Enjoy

Energizing Employee Culture where you are encouraged to be your true self!
Comprehensive learning and development programs to help you master your craft.
Inclusive and diverse employee engagement events all year-round.
Exclusive discount and travel programs with Four Seasons
Competitive wages and benefits (Medical, Dental, Vision and Retirement Plan)
And so much more!

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

Director of Guest Experience

Four Seasons

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