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:A Manhattan landmark on Billionaires' Row. Experience five-star, New York hotel living in our modern-deco landmark designed by famed architect I.M. Pei. Located on Billionaires' Row at the city's most prestigious address between Park Avenue and Madison Avenue, you're just steps from Central Park and Madison Avenue shopping. Come and unwind in our sun-filled suites (some of the largest in Manhattan), take in the unparalleled city and park views, and experience serenity and luxury high above Manhattan's exhilarating whirlwind.
About the roleThe Director of Guest Experience is the main point of contact for, Elite Guests, 222 Guests and any additional VIP status guests, providing the highest level of service and crafting memorable/unique experiences. Act as their main point of contact from pre-arrival all the way to departure, and ensure all guests receive the highest levels of service during their stay. Work closely with other HODs and DOR to develop new guest experience programs and assist Executive Office with administrative duties related to guest information. Oversee Concierge sand Guest Relations. Orchestrate a smooth arrival/departure for all assigned guests while complying with all Four Seasons' policies and procedures. Direct/Lead the team to perform the following duties and assist whenever needed. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches.
What you will do- Oversee the Concierge and Guest Services teams, with knowledge of local attractions, theatre, directions to give insightful recommendations.
- Maintain a thorough knowledge of all Front Office systems, such as Opera, Vingcard, HotSoS, Chat, Golden, KEY and Medallia
- Review all VIPs arrivals; use Key (to manage guests itineraries), Golden, to review VIPs arrivals/preferences
- Gain Guest Recognition Specialist (GRS) understanding and maintain good knowledge of all the Guest Recognition programs and systems (e.g. Golden)
- In cooperation with Reservations team, review all arrivals for the next 7 days and ensure all guest preferences are translated into traces/action items for operational departments. Prepare and present VIP arrivals for monthly Board of Ops meeting.
- Allocate flowers and amenities according to department guidelines and coordinate with Housekeeping, Florist and IRD so these are placed in room prior to arrival. Write welcome cards.
- Work closely with Front Desk team to review guest allocation and ensure VIPs are allocated to the best available units.
- Build and Maintain strong relationships with our clientele pre and post stay in order to drive loyalty and future businesses.
- Monitor all feedback received via guest feedback tools (e.g. Medallia, guest comment cards, social media, etc.) and ensure feedback is acknowledged and complaints are resolved to the guest's satisfaction in a timely manner.
- Lead and coordinate the implementation of new company-wide strategic guest recognition initiatives (e.g. Golden) at the property and monitor existing corporate guest recognition initiatives (e.g. Elite guest program) to ensure corporate guidelines are adhered to.
What you bring- High School or Bachelor's Degree, preferably with a hospitality background
- Previous luxury hospitality or customer service experience preferred
- Eye for detail, hands-on attitude, strong problem-solving skills and ability to remain calm under pressure or when dealing with stressful situations
- Fluent in English, with excellent written and verbal skills. Knowledge of foreign languages is a strong advantage, particularly Spanish, Mandarin, and/or Arabic.
- Excellent personal presentation, ability to act as FS brand ambassador
- Superb time management skills.
What we offer: - Competitive salary and a comprehensive benefits package
- Market-leading pay and benefits (Medical, Dental, Vision and Retirement Savings Plan)
- Complimentary accommodation at other Four Seasons Hotels and Resorts
- Complimentary employee meals
- Paid holidays, vacation, and sick days
- Culinary, retail and wellness experiences at special rates
Schedule & Hours:This role is a full time, on-site role. Flexible with schedule arrangements to match VIP arrivals/departure times.
Compensation:92,000 - 95,000 Annual SalaryFour 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 -