About the location:An urban retreat in the heart of the Mile High city. Plan a getaway at our elevated mountain metropolis. Explore a variety of sporting events and concerts across the Mile High City, feel the warmth of family-friendly performing arts classics or hit the slopes just a short drive away from Four Seasons Hotel Denver. Stay in for the quiet nights with 24-hour room service, savour locally sourced ingredients prepared by classically trained chefs, slip into bliss with handcrafted cocktails at EDGE Restaurant & Bar or unwind at our spa with a selection of rejuvenating treatments.
KEY RESPONSIBILITIESGuest Journey and Experience Design• Lead the full guest journey from pre-arrival through post-departure with a focus on personalization, recognition, and emotional engagement.
• Design, maintain, and evolve guest experience, levels of service, rituals, and service cues that reflect Four Seasons.
• Identify service gaps and create innovative enhancements that elevate the guest experience across all departments.
• Oversee a variety of select guests' programming with a focus on accuracy, communication, and timely execution. Elite and Elite Centrally Served Guests
• When Elite Guests have a reservation at the property, the Manager of Guest Experience is responsible for the oversight of each Elite Guest's stay, working closely with Elite Contact to ensure a seamless experience.
• For Elite-Centrally Served Guests, the Manager of Guest Experience will personally serve as the dedicated On-Property Point of Contact, following checklist responsibilities and maintaining continuous communication with the Global Guest Relations Advisor and the Elite Contact throughout the guest's visit.
• In the event the Manager of Guest Experience is unavailable, they must delegate an alternative dedicated On-Property Point of Contact for each Elite Centrally Served Guest to ensure uninterrupted service.
Operational Leadership• Partner with all operating departments to support consistent service delivery.
• Lead the Guest Experience team and all teams involved with personalized service.
• Oversee daily operations related to arrivals, in-house service recovery, and departures.
• Ensure accurate and timely communication of guest preferences, important arrivals, and special events to all departments.
Service Recovery and Guest Advocacy• Act as the property's primary advocate for guest concerns.
• Lead all serious service recovery situations with calm, empathy, and professionalism.
• Track trends in guest feedback and lead cross-department action plans to resolve root causes.
• Collaborate with the General Manager and Director of Rooms on sensitive cases to ensure positive resolution.
Data, Insights, and Quality Assurance• Work with the Learning and/or Quality Assurance Manager to analyze guest satisfaction scores, sentiment data, and behavioral insights to guide improvements.
• Monitor key performance indicators including response times, recovery outcomes, and select guest satisfaction (Elite-CS, Elite, HRG, and other guest types as applicable).
• Lead regular reviews with department heads to ensure accountability for guest experience performance.
Leadership and Culture• Model a culture of empathy, emotional intelligence, and Four Seasons behaviors.
• Coach leaders and employees on guest interaction skills and recognition fundamentals.
• Support training for new department leaders on guest experience expectations.
• Serves as an advisor on the overall Guest Experience to the Planning Committee through the Director of Rooms or Hotel/Resort Manager.
Innovation and Brand Standards• Lead initiatives that elevate personalization through digital tools such as Golden and Golden Exp, guest preference capture, and in-room experience programs.
• Partner with Corporate teams to pilot new tools, refine standards, and share best practices as applicable.
• Uphold brand guidelines and ensure consistent global alignment.
QUALIFICATIONS• Minimum five years of progressive leadership experience in luxury hospitality.
• Proven expertise in Guest Experience, Front Office, Concierge, or Rooms Division leadership.
• Strong emotional intelligence, diplomacy, and communication skills.
• Demonstrated ability to manage complex service recovery situations with grace and authority.
• Strong analytical capability and comfort with guest experience systems and data tools.
• Ability to lead cross-functional teams and influence without formal authority.
• Flexible approach required for a fast-paced and guest-driven environment.
CHARACTERISTICS• Warm, intuitive, and composed leadership presence.
• Ability to anticipate needs before they arise.
• Deep commitment to service excellence.
• Strong collaboration across all divisions.
• High accountability for guest satisfaction metrics.
• Passion for continuous improvement, innovation, and luxury standards
What you bring- Strong communication skills
- Two to five years previous experience in Guest Experience or a related field preferred
- Quick problem solver
What we offer- Competitive Salary, wages, and a comprehensive benefits package
- Excellent Training and Development opportunity
- Exclusive discount and travel programs with Four Seasons
- Complimentary Employee Meals
- Exclusive discounts on RTD and Parking
- Complimentary fitness center use
- Complimentary dry cleaning 7 pieces per week
Schedule & Hours- This is a full-time position
Visa Requirements- US work authorization is required
Anticipation Start DateSalary 
