Guest Experience Manager
Four Seasons Hotels and Resorts
hace 3 días

Guest Experience Manager Four Seasons Resort Tamarindo

At Four Seasons we consider life and work to be richer when we truly connect with the people and the environment around us.

Our family members are masters at their crafts a gardener can become an artist, a manager a conductor, a chef an inventor.

We look for employees who share the Golden Rule : people who, by nature, believe in treating others as we would have them treat us.

We look for our people to characterize a shared passion for excellence and to infuse that enthusiasm into everything they do.

The upcoming Four Seasons Resort Tamarindo in Jalisco, Mexico rests on 3,000 acres of a protected natural reserve on the Pacific Coast of Mexico.

Most of its 155 rooms will boast exceptional panoramic views of the Pacific Ocean, enveloped by the surrounding jungle and lush golf course.

Four Seasons Resort Tamarindo is heartily committed to showcasing the very best of Mexican Art, Culture and Nature. The local community and their warmth are a key component of our guest experience and our Guest Experience Manager will imbue a passion for this destination and the Culture.

Be You :

The Guest Experience Manager will demonstrate the following key characteristics :

  • Ability to communicate clearly and openly creating an atmosphere of mutual trust and teamwork.
  • Demonstrates superior knowledge of Guest Experience relations.
  • Proven ability to effectively lead in a variety of operational situations with guest and house requirements, flexible leadership style.
  • Master Your Craft :

    The Guest Experience Manager oversees and implements Hotel Guest Experience initiatives and ideas. Seeks out opportunities for guest-centric experiences in all outlets of the hotel and assists hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees.

    Manages the Resort’s Arrival and Departure experience, coordinates and liaises with various departments to ensure the highest level of guest experience is constantly provided.

    Covers MOD shifts and ensures a smooth daily operation. Manages the Guest Experience Agents. Interviews, trains and schedules the staff.

    Conducts performance evaluations and coaches staff when needed. Coordinates arrivals, departures and billing requirements with Sales and Catering Department.

    Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.

    Inspects VIP and Special Attention guestrooms and ensures readiness for a perfect arrival experience. Assures that all financial and credit procedures are followed and follows up on any issues.

  • Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible;
  • assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.

    Responds to all guest requests in an accurate and timely manner.

    Desired Skills and Experience :

  • Minimum 3 years management experience in Guest Experience relations.
  • Demonstrate adaptability to live in a remote location.
  • Excellent English and Spanish (Preferred) language.
  • The ability to oversee the day-to-day operations of the Guest Experience Department, which includes front and back of the house.
  • The ability to review arrivals to ensure high-paying guests are coded as VIPs.
  • The ability to connect with specified VIP guests prior to arrival to review reservations, making note of but not limited to : arrival / departure time, transportation needs, restaurant bookings, housekeeping service times, amenities requested, and preferences.
  • The ability to connect with all VIP guests during their stay to check the quality of stay / service and update preferences.
  • The ability to field concierge-related requests / inquiries as well as monitoring Concierge-Inbox to review and action guest requests.
  • The ability to assist with phone calls and general inquiries about the property.
  • The ability to act as the voice and heart of all VIP engagement.
  • Flexibility to work on different shifts, weekends, and holidays.
  • The ability to communicate clearly and openly with the team all information regarding the departmental operations.
  • Resort Pre-Opening Experience Preferred.
  • The ability to coordinate personal training to guarantee a high level of service and productivity.
  • You actively participate in Employee Relations activities and programs
  • You are actively involved in identifying and assessing the needs of your team and investing in their career development through effective coaching, training and by instilling company our values.
  • When dealing with guests and internal customers you live by the Golden Rule.
  • You will use your unique personality and service style fulfilling the Four Seasons Brand and Resort standards creating a special and memorable experience!
  • Coordinates arrivals, departures and billing requirements with Sales and Catering Department. Blocks rooms for arrivals and ensures any discrepancies are resolved.
  • Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.

  • Assures that all financial and credit procedures are followed. Follows up on credit problems with Front Office Manager and / or Credit Manager.
  • Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.

  • Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Guest Services, and lobby coverage

    Four Seasons is dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality.

    The deeply instilled Four Seasons culture is personified by its employees people who share a single focus and are inspired to offer great service.

    At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating every one we meet the way we would want to be treated ourselves.

    Whether you work with us, stay with us, live with us, 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.

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