Director of Guest Experience
About Four SeasonsFour 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:Here at Palm Beach Island’s only Five-Star, Five-Diamond resort, the feel is timeless, charming, and intimately connected to our private beachfront just steps beyond our front door. Every detail and memorable experience tells the story of the warmth and spirit of our iconic island. Dining at Four Seasons Resort Palm Beach is an experience in and of itself, with inspiration drawing from a Michelin star collaboration and the local elements. The crowning jewel of the Resort is Florie’s, the only restaurant and bar in the United States in partnership with Mauro Colagreco, recently recognized as Best of the Best in The World's 50 Best Restaurant awards. Write the next chapter of your career in an authentic Palm Beach paradise.About The RoleFour Seasons Resort Palm Beach is looking for a Director of Guest Experience to join our Front Office Team. The Director of Guest Experience is responsible for ensuring a memorable, personalized, and seamless experience for guests throughout their stay at the hotel. This role requires a proactive approach to guest services, managing guest feedback, resolving issues promptly, and maintaining the highest levels of hospitality standards.The Director of Guest Experience is a Department Head level role and will work closely with all other Resort departments to ensure that guest expectations are consistently met and exceeded. Don't miss this unique opportunity to be part of our award winning team, while beginning your career with the world's leading luxury hotel company!What You Will DoPersonalizes all experiences for guests by coordinating with various departments in going above and beyond to ensure all guests have a great staySeeks out opportunities for guest-centric experiences and oversees these experiences to ensure they are executed consistentlyMeasures results (challenges, successes, etc.) and communicates on a weekly basis to GEM teamConstant communication between guests via phone and email to make sure all details are correct before arrival and responsible for communicating to all departmentsReviews the hotel glitches of stays that did not meet the expectation of the guest and brainstorms and executes ideas to make their stay more enjoyable prior to departureReviews arrivals of VIP guests, Elite guests and guests with special requests in our daily operations meeting with managers from various departments.Comply with Four Seasons standards, while working harmoniously and professionally with all co-workers and planning committeeOwnership of Limo & Comp Gifts & Services expense line. This includes budgetary responsibilities, rollout of updated amenities, and vendor managementAssists with overseeing Front Desk staff and fills in as MOD as neededSystems knowledge associated with Front Office. For example, Opera, HotSOS, Key, etc.Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Front Desk, Guest Services and lobby coverage.Provide Crunch Team assistance throughout the hotel.What You BringCollege degree or equivalent experience Three years previous front office/hospitality experience Requires a working knowledge of the Front Desk and Concierge aspects of Four Seasons serviceWorking knowledge is generally learned on-the-job Requires knowledge for the ability to operate computer equipment Ability to recognize Elite and VIP guests by name and greet upon arrival Ability to read, write, and speak English What We OfferCompetitive salary, wages, and a comprehensive benefits packageComplimentary employee benefits after one year of service401(k) Retirement Plan and Company MatchExcellent Training and Development opportunitiesEmployee Discount for stays at any Four Seasons worldwideComplimentary Dry Cleaning for Employee UniformsComplimentary Employee Meals and so much more!Schedule & HoursA flexible schedule is required with the ability to work all shifts including morning & evening shifts, weekends, and holidays.US Work Authorization is required unless candidate is currently in a managerial position at a Four Seasons location outside of the US. Current Four Seasons managers outside of the US may qualify for L1 Visa Sponsorship.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