Guest Experience Manager

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.

We are looking for a passionate and service-driven Guest Experience Manager to elevate every stage of our guest journey and create exceptional, memorable experiences. This role is responsible for leading the guest experience strategy, ensuring consistently high service standards, handling guest feedback and recovery, and inspiring teams to deliver personalized hospitality that exceeds expectations.

The Guest Experience Manager acts as a key ambassador of our brand, driving guest satisfaction, loyalty, and operational excellence across all touchpoints.

• →Lead and continuously enhance the overall guest experience across the property.
• →Develop and implement initiatives that increase guest satisfaction, engagement, and loyalty.
• →Monitor guest feedback through surveys, reviews, social media, and direct interactions, identifying trends and improvement opportunities.
• →Manage guest concerns and service recovery situations with professionalism, empathy, and urgency.
• →Partner closely with Front Office, Food & Beverage, Housekeeping, and other departments to ensure a seamless guest journey.
• →Analyze guest satisfaction metrics and prepare reports with actionable recommendations.
• →Train, coach, and mentor team members on service excellence and luxury hospitality standards.
• →Ensure guest preferences, special requests, and VIP experiences are executed flawlessly.
• →Foster a culture of recognition, personalization, and attention to detail.
• →Drive continuous improvement through innovation and best-practice sharing.

• Previous experience in Guest Experience, Front Office, Rooms Division, Hospitality Operations, or a related leadership role.
• Strong understanding of luxury hospitality and exceptional customer service standards.
• Proven ability to manage guest relations, resolve concerns, and deliver effective service recovery.
• Excellent communication and interpersonal skills.
• Strong leadership, coaching, and stakeholder management capabilities.
• Analytical mindset with experience interpreting guest feedback and performance data.
• Ability to work in a fast-paced environment while maintaining a guest-centric approach.
• Proficiency in hotel management systems and guest engagement platforms is an advantage.
• Fluency in English; additional languages are a plus.