Guest Experience Manager

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:

There’s a certain magic in the air here that flows effortlessly through Old Town Square, onto Charles Bridge, over the Vltava and all the way up the tallest spires of Prague Castle – and that’s just what you can see from Four Seasons Hotel Prague. Centuries of wonder fill our walls, letting you trace the history of the city from the Baroque era to the neoclassical to modern day. Four Seasons Hotel Prague has a unique location, consists of three historical buildings connected to a new construction, has 157 rooms including 19 suites.

About the Role

As a Guest Experience Manager, you will be responsible for elevating the journey of our most valued guests, ensuring a seamless and personalized experience from pre-arrival through post-departure. Acting as an ambassador of the hotel's experiences, you will build meaningful relationships with VIP guests, anticipate their needs, and create memorable moments that exceed expectations. You will lead the Guest Experience and Concierge teams, while working closely with operational departments to drive guest-centric initiatives and uphold the highest standards of luxury hospitality.

What You Will Do

• Lead and oversee the daily operations of the Guest Experience and Concierge teams
• Review upcoming VIP arrivals and proactively coordinate personalized experiences and stay arrangements
• Build meaningful relationships with elite guests, suite guests, long-stay guests, and other key VIP clientele
• Ensure guest profiles, preferences, and special requests are accurately maintained and updated
• Oversee guest recognition programs, amenities, celebrations, and milestone moments
• Conduct daily VIP room inspections to ensure personalized touches and welcome amenities are in place
• Coordinate seamless pre-arrival, arrival, stay, departure, and post-departure experiences
• Support Concierge operations during peak periods and lead departmental meetings and briefings
• Drive guest-centric projects designed to enhance personalization, recognition, and guest satisfaction
• Collaborate with hotel departments to communicate important guest information and preferences
• Develop and maintain an annual calendar of key cultural, international, and local events, ensuring hotel-wide awareness and readiness
• Maximize opportunities for upselling and incremental revenue through tailored guest experiences
• Resolve guest concerns professionally and ensure service recovery exceeds expectations
• Coach and mentor team members while promoting Four Seasons standards and EVOLVE values

What You Bring

• Minimum 2 years of experience in a supervisory or assistant management position within luxury hospitality, premium customer service, concierge, retail, customer relations or similar high-end service environments
• Degree in Hospitality Management, Business, or a related field, or equivalent professional experience in luxury customer-facing service operations
• Strong leadership, coaching, and team development skills
• Excellent communication and interpersonal abilities
• Outstanding problem-solving and decision-making capabilities
• Passion for creating memorable and personalized guest experiences
• Strong organizational skills with exceptional attention to detail
• Ability to multitask and perform effectively in a fast-paced environment
• Proficiency with Microsoft Office applications; Opera experience is an advantage
• Fluent English; additional languages are highly valued
• Flexible approach to working weekends and holidays when required

What We Offer

• Competitive remuneration package that reflects your skills, contribution, and the premium standards of Four Seasons.
• Outstanding Training & Development programs, including personalized learning pathways, cross training, and access to world class internal learning platforms.
• International Task Force and relocation opportunities, giving you the chance to grow your career across our global portfolio and experience life in different cultures and destinations.
• Global travel benefits, including complimentary and preferred employee rates at Four Seasons hotels and resorts around the world - an opportunity to discover our properties as our guests do.
• Complimentary employee meals and uniform cleaning, so you can focus fully on your day without extra worries.
• Employee benefit cafeteria program, offering flexibility to choose perks that matter most to you.
• Wellbeing and community support, including team events, recognition programs, and initiatives that help you thrive personally and professionally.
• A workplace culture grounded in respect, care, and genuine connection, where you are valued as an individual and supported to bring your best every day.

Schedule & Hours

• Full-time position.
• Expected schedule includes mornings, afternoons, evenings, and weekend shifts.

Why Four Seasons

At Four Seasons, we believe that genuine care is at the heart of everything we do - for our guests, for each other, and for our community. For more than 60 years, our culture has been rooted in the simple idea that life is richer when we connect with purpose and kindness.

At Four Seasons Hotel Prague, our team is inspired every day by the beauty of our city and by the relationships we create, with colleagues who feel like family and with guests whose experiences we help shape. We celebrate individuality, support personal growth, and work together in an environment where everyone can feel safe, welcome, and valued.

To discover our culture and meet your potential new colleagues, follow our LinkedIn page:

Four Seasons Hotel Prague — https://www.linkedin.com/company/four-seasons-hotel-prague/

Applicants must have current work authorization in the Czech Republic or hold an EU passport. This position is offered for an undefined period, with a 6-month trial period.

If you are ready to bring your passion, personality, and commitment to excellence to a place where people genuinely care, we would love to get to know you. Apply today and begin your journey with the Four Seasons Prague team.