Director of Guest Experience

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:

Here Are Some Of The Benefits Our Four Seasons Employees Enjoy;

• Medical & Vision Insurance – 95% Covered! Dental Insurance – 100% Covered & Pet Insurance!
• Complimentary Life insurance
• Short Term Disability Insurance
• Paid Holidays, Sick, and Vacation Time
• 401K Retirement Plan
• Exciting Training and Development Opportunities
• Continual Personal Education Reimbursement Programs
• Complimentary Employee Meals
• COMPLIMENTARY room nights at Four Seasons Hotels around the world
• And much more!

The Opportunity: 

The Four Seasons, Washington D.C. is currently looking for a Director of Guest Experience. The Director of Guest Experience forms part of the Rooms Management team whose main objective is to ensure that our guests have a seamless and extraordinary stay at our property. The Director of Guest Experience will oversee and coordinate all aspects of a guest’s stay, from anticipating their needs to exceeding their expectations, while delivering warm, welcoming and personalized service to elevate guest satisfaction and brand loyalty.  The Director of Guest Experience will respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to create an unparalleled stay while complying with all Four Seasons’ policies. They resolve guest complaints, handle all guest interactions with the highest level of hospitality and professionalism, and accommodate special requests whenever possible.   

This position is responsible for interviewing, training, scheduling, conducting performance reviews and disciplinary conversations for staff.  This role has direct contact with employees and guests and as such good communication skills are a necessity.  This position does require a flexible schedule, able to work morning/afternoon shifts, weekends, and holidays. 

Who We Look For: 

We look for employees who share the Golden Rule; people who, by nature, believe in treating others as we would have them treat us. We look for individuals who share a passion for excellence and who infuse that enthusiasm into everything they do.

Qualifications:

• Lead and inspire a team of Guest Experience Executives/Interns to deliver exceptional service. Provide proper guidance and training and set clear performance expectations and foster a culture of excellence. 
• Manage VIPs throughout stay: inspect rooms for arrival and turndown, support concierge with VIP requests, support CORE with VIP pre-arrival communication, connect with VIP glitches, coordinate with housekeeping and IRD to ensure VIP rooms are ready for a perfect arrival experience 
• Review daily arrivals to ensure proper handling of all VIPs, special attention guests, return guests and extended stay guests. 
• Collaborate with various departments to ensure seamless guest experiences across all touchpoints, focusing on areas such as Front Desk, Concierge, Housekeeping and In Room Dining. 
• Coordinate and manage VIP recognition programs and ensure they are fully adhered to and run smoothly within the Hotel, including but not limited to Elite, HRG, curbside, VIP meet and greets, VIP amenity program with IRD 
• Coordinate the GEM program and point of contact to have other managers support experience of non-VIP guests 
• Briefs managers on VIP arrivals and movements in Morning Meeting     
• Build meaningful connections and maintain strong relationships with guests, pre, mid and post stay by recognizing their preferences, addressing their inquiries, concerns and feedback promptly, and creating lasting memories.  
• Anticipate guest’s needs and proactively seek opportunities to enhance their experience during their stay.  
• Ensure that guest preferences are being collected and properly recorded  
• Coordinate special amenities based on guest preferences.   
• Screens next day movements for special instructions to various departments   
• Provide lobby presence during high occupancy, and peak arrival and departures of guests, groups, and events.   
• Coordinate the Lobby Ambassador program. 
• Work with guests or Travel Agents to plan itineraries and special requests. 

• Perform top VIP room inspections to make sure amenities, welcome cards and special touches have been arranged. 
• Continuously seek ways to enhance the guest experience by developing and implementing innovative guest recognition programs and initiatives.   
• Create and monitor schedules of staff and assist in processing payroll. 
• Coordinate arrivals, departures and billing requirements with Sales and Catering Department. 
• Block rooms for arrivals and ensure any discrepancies are resolved. 
• Accept reservations, changes and cancellations in the absence of Reservations Department Staff. 
• Can answer guest and internal calls in the absence of a Communications Operator 

Compensation:

$75,000 - $85,000 Annually

Visa Requirements:

Must already be legally permitted to work in the United States. Applicants without valid work authorization for the United States will not be considered.

If you are a qualified individual with a disability or disabled veteran and need a reasonable accommodation to use or access our online system, please contact our Human Resources Office at 202-944-2071

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 - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf