Strong managerial skills with a focus on coaching and development.
Minimum three years' experience in Guest Services or related fields, with supervisory experience preferred.
Excellent communication and interpersonal skills; fluency in English required, additional languages a plus.
Proven track record of delivering exceptional guest experiences and maintaining high guest satisfaction.
Thorough knowledge of hotel operations, front office procedures, and reservation systems.
High degree of patience and discretion, with local area knowledge.
Legal work authorization in the United States.
Responsibilities
Lead and manage the Guest Experience team to ensure outstanding service.
Oversee smooth guest arrivals and departures, addressing any issues promptly.
Handle guest interactions with professionalism, accommodating special requests.
Identify opportunities for guest-centric experiences across hotel outlets.
Develop and implement innovative guest experience programs based on industry trends.
Assist guests with inquiries related to hotel services and events.
Ensure all employees execute guest experience processes effectively.
Benefits
Company Match 401K Plan
Complimentary stays at Four Seasons Worldwide
Complimentary meals in our Wellness Café
Laundered Employee Uniform
Employee Assistance Program
Investment in your Wellbeing
Life Insurance
Complimentary on-site parking
Training programs and tuition reimbursement
Growth & Development opportunities
Full Job Description
About the location: A southern California escape that embodies wellbeing. Set at the foothills of the Santa Monica Mountains between Malibu's sunny beaches and Santa Barbara's famous vines, our relaxed yet refined California hotel offers a family-friendly atmosphere and is home to the Center for Health & Wellbeing, a luxury destination for wellness. Come and redefine what it means to reinvigorate.
About the role
Four Seasons Hotel Westlake Village is seeking a Director of Guest Experience to lead and elevate our service standards through thoughtful, personalized, and innovative guest interactions. We are looking for a passionate hospitality professional who thrives on delivering exceptional service, handling special requests with care, and responding to guest inquiries with grace and efficiency. This creative leader will play a key role in designing and implementing memorable guest experience programs that reflect our commitment to excellence.
What you will do
Lead and manage the Guest Experience to provide an outstanding level of service to all guests.
Ensure smooth guest arrival and departure experiences, including proper room allocation and addressing any issues or concerns.
Handle guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolving guest issues and assisting with guest inquires as required.
Seek 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.
Develop and implement innovative guest experience programs and initiatives, staying up to date with the latest industry trends.
Assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
What you bring
Strong managerial skills are essential, with outstanding demonstrated coaching and development skills.
Minimum three years' experience in Guest Services or related work, previous supervisory or lead experience is preferred. Excellent communication and interpersonal skills, with fluency in English (additional languages are an advantage).
Excellent personal presentation and interpersonal skills
Proven experience in delivering exceptional guest experiences and maintaining high levels of guest satisfaction.
Knowledgeable about the local area, have a high degree of patience and work with discretion
Thorough knowledge of hotel operations, front office procedures, and reservation systems.
Successful candidate must possess legal work authorization in the United States.
What we offer
Salary Range: $100,000 - $110,000 + Annual Incentive Plan
Company Match 401K Plan
Complimentary stays at Four Seasons Worldwide
Complimentary meals in our Wellness Café
Laundered Employee Uniform
Employee Assistance Program
Investment in your Wellbeing
Life Insurance
Complimentary on-site parking
Training programs, tuition reimbursement
Growth & Development opportunities
Schedule & Hours
Full time position
About Four Seasons Hotels & Resorts
Four Seasons Hotels and Resorts is a luxury hotel and resort company that was founded in 1960 by Isadore Sharp. The company is headquartered in Toronto, Canada, and operates more than 100 hotels and resorts in over 40 countries. Four Seasons is known for its high-end amenities and personalized service, and has been recognized with numerous awards and accolades. The company is privately held and has been owned by Cascade Investment, a company controlled by Bill Gates, since 2007.
