Guest Experience Assistant Manager

Responsibilities:
Job duties include but are not limited to:
Manage all VIP, Special Attention, Specialty Suite and Return Guests,
including coordinate and monitor directly between guest and all necessary
departments.
Oversee all Elite guests stays; which includes pre-arrival, room allocation,
meet and greet upon arrival, and touching base with them through their stay.
Determine amenities for all VIP, Special Attention, Specialty Suite and High
Return Guests and coordinate directly with management team.
Review all VIP, Special Attention, Specialty Suite and Return Guests pertinent
details with entire operations team.
Coordinate guest room special requests with operations team; manage VIP
arrivals.
Responsible for directing room service amenity servers to ensure appropriate
amenity is placed in room prior to guest arrival.
Oversee the curbside arrival of VIP guests and ensuring the doormen, valet
runners, and bellmen are attending to the guest's needs.
Inspecting the housekeeping room attendant and supervisor's work in the VIP
guest rooms to ensure the quality of the room and cleanliness exceeds the
guest's expectations.
Directs and partners with operational leadership to ensure service execution
is consistent across all outlets.
Make timely and impromptu decisions, which balance guest's needs with the
financial, safety and staffing goals of the hotel.
Find solutions to the inevitable challenges and glitches that arise while VIP
guests are on property and keeping the Director of Rooms and Planning
Committee promptly and fully informed of all problems or unusual matters so
prompt corrective action can be taken where appropriate.
Comply with Four Seasons Category One and Two Work Rules and Standards of
Conduct as set forth in Embark.
To ensure all departments are following up with glitches and that they are
doing so in a timely manner
Perform all reasonable services a guest may require, anticipate guest requests
and requirements in order to satisfy them efficiently and promptly.
The ability to create and execute an action plan to rectify reoccurring Guest
Relations glitches.
Lobby presence during high occupancy, and peak arrival and departures of
guests, groups, and events.
Coordinates all reasonable services a VIP guest may require and anticipate
guest needs in order to provide prompt and efficient service.
Assists other departments as required in resolving problems. The ability to
handle guest problems and complaints.
Acts in the absence of senior management in all matters concerning the safety,
security and well-being of hotel guests.
The ability to respond properly in any hotel emergency or safety situation.
The ability to perform other tasks or projects as assigned by hotel management
and staff.
Must display a high level of integrity and professionalism at all times in
dealing with guests and employees.
Schedules guest relations team, manages labor, and approves vacation time for
his or her staff.
Update Golden Profile of each guest with preferences collected through out
their stay
Ensure long term communication with guest
Network with other FS hotels National/International to offer assistance with
future booking in other properties.
Skills/Qualifications:
Education: College degree preferably in Hospitality
Experience: ‎3-‎5 years in luxury hotel, supervisory experience. Experience with
computers.
Computer literate:
MS Office, MS PowerPoint, MS Excel, MS
Outlook, MS Teams
Superior guest service and salesmanship skills
Excellent analytical and organizational skills
Detail oriented focus
Proven leader
Preferred: Multi-lingual reading, writing and oral proficiency.
Strong managerial and supervisory skills.