Guest Experience Manager - Four Seasons Hotels Limited : Job Details

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:Modern luxury steeped in Southern Charm. Meet us in Atlanta, and we'll show you what it means to have fun, Southern-style. Our vibrant capital city is the living, breathing cultural heart of the American South, where world-renowned chefs, business moguls and celebrities flock for work and play. Our Midtown Hotel puts you just steps from the renowned High Museum of Art, eclectic Peachtree Street and the sprawling green spaces of Piedmont Park. Enjoy breakfast at Park 75 before heading out to explore the city, or stay in for a healthy dose of self-care in our serene Spa. However you spend the day, make sure to end your night with dinner and drinks at Bar Margot.Four Seasons Hotels & ResortsOur employees have a real passion for service and deep understanding of their craft to be able to connect with our guests to provide an incredible experience.We are passionate about perfecting the guest & employee experience through living and working by the Golden Rule Do unto others as you would have them do unto you. Four Seasons AtlantaMeet us in Atlanta, and we'll show you what it means to have fun, Southern-style. Our vibrant capital city is the living, breathing cultural heart of the American South, where world-renowned chefs, business moguls and celebrities flock for work and play. Our Midtown Hotel puts you just steps from the renowned High Museum of Art, eclectic Peachtree Street and the sprawling green spaces of Piedmont Park. Enjoy breakfast at Park 75 before heading out to explore the city, or stay in for a healthy dose of self-care in our serene Spa. However, you spend the day, make sure to end your night with dinner and drinks at Bar Margot.Respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons' policies. Essential Functions:

• Train and schedule the Guest Relations Officers staff and Concierge. Supervises day-to-day performance of the staff.
• Coach staff to achieve Core and Service Culture standards. Conduct performance reviews. Disciplines staff as needed.
• Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services.
• Develops new programs and ideas to improve the guest satisfaction i.e. children's program
• Work closely with Room Service, Housekeeping, Laundry, Front Desk, Concierge, Reservations, Door Staff, Bell Staff and Valet Parking to assure smooth handling of in house guests, arrivals and departures.
• Utilize a variety of software programs (i.e. Opera, Hotsos, Golden, Chat, Key) to accurately input special arrangements the guest has made and to assure proper billing.

Preparation of the Guest Arrival

• Contacting guests prior to their arrival to obtain the arrival time and offer our airport transfer service and any other reservations for spa or restaurants.
• Looking for all opportunities to create a more personalized stay, or to be able to surpass the guest expectations.
• Ensuring that all relevant departments are advised of the guest's history requests/preferences prior to arrival.
• Choose the appropriate amenity for VIP, Elite guests, extended stay and special occasion guests,

• Inspecting rooms on arrival and reporting any issues to be raised to the relevant departments; Housekeeping/Amenities/Minibar/Engineering.

Welcome Guest

• Greet guests on the ground floor and showing them the way to the 60th floor lobby.
• Welcome limousine guests at the front drive and escorting them to their room to provide in room check in.
• Ensure all Elite guests are met by proper management.

• Act as Concierge, personal assistant service; restaurant reservations, tours, excursions, airplane/boat/train tickets, personal shopper, beauty appointments, limousine service, creating customized itineraries based off of guests profiles and preferences, and individual special requests.
• Assist in check in, check out, reservations, in room and at the desk upon request.
• Inspect rooms in house and reporting any issues to be raised to the relevant departments; Housekeeping/Amenities/Minibar/Engineering.
• Conduct standard testing the hotel staff (Bell Attendant, Housekeeping, Door Attendant etc.)
• Find daily occasions to surpass the guest expectations.

• Contact long stay guests on the second day to ensure the guest is satisfied.
• Update and maintain guest profiles in opera and accurate guest history records, including the recording of guest information received from other FS Hotels or departments and the guest's preferences.
• Manage glitches, coordinating with all departments.
• Report any glitches with Elite Guests to main contact.
• Assist / accompanying guests with room moves.

• Meet VIP guests upon check out.

Other tasks

• Conduct GRO's daily briefings.
• Conduct daily morning meeting with department heads.
• Attend the Rooms Division meeting when Guest Relations Manager is not able to.

• Attend any other necessary meetings, i.e labor meeting, group resume meeting.
• Ensure all VIP sheets are always up to date with relevant information.
• Help our VIP's with any requests related to FS worldwide.
• Ensure the smooth and efficient operation of the Guest Relations department.
• Create the weekly office order of all necessary supplies through Birchstreet.

• Assure that all staff information is up to date in Workday.
• Respond to Medallia comments if necessary.
• Ensure Golden profiles are up to date with corresponding photos.
• Complete all learning is completed via Workday learning portal.
• Act as the main point of contact for all Elite guests; responding to emails within four hours, assisting them with all upcoming local reservations, assisting with all upcoming Four Seasons worldwide reservations.

• Conduct department meetings for both Concierge and Guest Relations
• Ensure commissions for Concierge are recorded correctly
• Ensure payroll for the departments are done correctly
• Create development plans for the team
• Create development plans for the supervisor

• Conduct daily and dynamic pre-shifts to engage the colleagues

ScheduleThis position is full time. Shifts will include day time, evening, and occasional overnight coverage. Weekends and holidays included.The rewards: Part of how we care for our team is through a meaningful and inclusive rewards package that supports your needs as an individual. In addition to competitive wages, here are just some highlights of our benefits and perks. Lifestyle benefits Complimentary and discounted stays at Four Seasons hotels & resorts around the world, paid time off, family planning assistance including up to 8 weeks of paid New Parent Leave, life insurance, pet insurance, and preferred rates for fitness club memberships. Inclusion & growth opportunities A robust offering of learning & development programs, educational assistance, transfer and/or promotion opportunities within Four Seasons Hotels & Resorts as well as employee pulse surveys that enable you to provide valuable feedback to help shape a work environment you deserve. Health & welfare benefits A variety of medical, dental and vision care plans to suit your needs and those of your family. Financial wellbeing 401(k) Retirement Plan with matched contributions, daily complementary meals and snacks, daily discounted parking, cell phone provider discounts with various carriers, and complimentary dry cleaning of uniforms. The reason for our success is no secret. It comes down to one single principle that transcends time and geography, religion and culture. It's the Golden Rule - the simple idea that if you treat people well, the way you would like to be treated, they will do the same. - Isadore Sharp, Chairman and Founder of Four Seasons Hotels. 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 -