Guest Experience Manager

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. Our company values are much
more than a program or a policy; they define who we are and inform the
decisions we make. The company's guiding principle is the Golden Rule, and as
such Four Seasons strives to have a long-lasting, positive influence on the
communities where we operate and on the people we employ and serve around the
world.
"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, Founder and
Chairman Four Seasons Hotels and Resorts.
Career Opportunity
The deeply instilled Four Seasons culture is personified by its employees,
people who share a single focus and are inspired to provide exceptional
service. Be part of a cohesive team with opportunities to build a successful
career with global potential.
About Four Seasons Hotel Riyadh:
Call one of Saudi Arabia's most prestigious addresses home. Share a leisurely
brunch with important guests and host memorable meetings in our cosmopolitan
oasis. Inside the soaring Kingdom Centre tower, you'll be met with exceptional
views and contemporary cuisine along with Arabic hospitality, elevated with
Four Seasons highly personalized service.
Guest Experience Manager
The Guest Experience Manager shares our passion for excellence and is
enthusiastic about creating the ultimate service experience. The Guest
Experience Manager is a part of a dynamic team that provides award-winning
service to our guests. The Guest Experience Manager works directly with the
Front Office Management team a nd will play a critical role in creating and
maintaining an elevated and luxurious guest experience.
The Opportunity:
The Guest Experience Manager oversees and implements Hotel Guest Experience
initiatives and ideas. Seeks 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.
Manages the Hotel's Arrival and Departure experience, coordinates and liaises
with various departments to ensure the highest level of guest experience is
constantly provided. Interviews, trains and schedules the staff. Conducts
performance evaluations and coaches staff when needed. Coordinates arrivals,
departures and billing requirements with Sales and Catering Department. Blocks
rooms for arrivals and ensures any discrepancies are resolved. Reviews daily
arrivals to ensure proper handling of Special Attention Guests, Return Guests,
and Groups. Inspects VIP and Special Attention guestrooms and ensures
readiness for a perfect arrival experience. Assures that all financial and
credit procedures are followed and follows up on any issues. Resolves customer
complaints from all areas of the hotel, handling all guest interactions with
the highest level of hospitality and professionalism, accommodating special
requests whenever possible; assists customers in all inquiries in connection
with hotel services, hours of operations, key hotel personnel, in-house
events, directions, etc. Responds to all guest requests in an accurate and
timely manner.
What We Look For:
Ideal candidates will have at least two years management experience within
Rooms division operations. The leader in this role will have the ability to be
visible in the operation, provide recognition, promote positive public
relations, and handle concerns, or special requests for guests. Knowledge of
the complete front office operation is essential. Ability to follow Four
Seasons cultural and core standards, policies, and standard operating
procedures is a must. Strong communication skills - written and verbal and the
ability to remain calm under pressure. Some additional preferred
qualifications for the role include a college degree specializing in
hotel/restaurant management, flexible schedule, with ability to work
overnights, weekends, and holidays.
What To Expect:
* Energizing Employee Culture where you are encouraged to be your true self!
* Comprehensive learning and development programs to help you master your craft.
* Inclusive and diverse employee engagement & recognition events all year-round.
* Exclusive discount and travel programs with Four Seasons
* Complimentary Dry Cleaning for Employee Uniforms & Quality of Employee Meals
* Be part of a cohesive team with opportunities to build a successful career with global potential
* Have access to a robust benefit plan
* Have the opportunity to engage in diverse and challenging work
* Derive a sense of pride in work well done
* Be recognized for excellence
* ‎30 days vacation
* ‎10 days Public Holidays per year
* Paid home leave tickets
* Quality of employee meals
* Full medical coverage & Life Insurance
Work Authorization
Hotel will apply for the work authorization for the successful candidate
We look forward to receiving your application!
Learn more about what it is like to work at Four Seasons, visit us:
http://jobs.fourseasons.com/
https://www.linkedin.com/company/four-seasons-hotels-and-resorts
https://www.facebook.com/FourSeasonsJobs
https://twitter.com/FourSeasonsJobs