Guest Experience Team Leader (Front Office)

About the role:
Guest Experience Team Leader

As a Guest Experience Team Leader, you will play a pivotal role in ensuring that our guests have a seamless and extraordinary stay at our property. Being at the forefront of delivering unparalleled experiences to our guests, your primary responsibility will be to oversee and coordinate all aspects of a guest’s stay experience, from anticipating their needs to exceeding their expectations. Your ability to deliver warm, welcoming and personalised service will be instrumental in elevating guest satisfaction and brand loyalty.

What you will do:

Guest Relations

• Build meaningful connections and maintain strong relationships with guests, addressing their inquiries, concerns and feedback promptly and professionally.

• Proactively seek opportunities to enhance their experience during their stay.

• Coordinate efforts across departments to create lasting memories for guests celebrating special occasions.

• Coordinate the meet and greet for VIPs arrivals.

• Coordinate the Lobby Ambassador program.

VIP Management

• Develop and maintain relationships with VIP guests and Special Attention guests, recognising their preferences and ensuring extra attention and special treatment for this group of guests.

• Manage and anticipate the needs of VIP guests, ensuring personalised services and special arrangements are provided to create unforgettable moments.

• Assist with room reservations.

• Assist with in room check-in.

Guest Experience Enhancement

• Continuously seek ways to enhance the guest experience by developing and implementing innovative guest recognition programs and initiatives.

• 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.

Team Leadership

• 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.

Problem Resolution

• Demonstrate effective problem resolution skills and handle challenging situations with poise and tact, focused on a solution-oriented approach and a commitment to guest satisfaction.

Quality Assurance

• Conduct regular evaluations of guest interactions and review guest feedback to identify trends and areas for improvement. Take corrective actions and implement strategies to maintain the highest levels of guest satisfaction.

What you bring:

• Bachelor’s degree or Diploma in Hospitality Management, Business Administration, or a related field preferred.

• Proven experience in luxury hospitality, with a strong track record in front office or a similar role.

• Exceptional interpersonal skills, with the ability to engage and connect with guests from diverse backgrounds.

• Demonstrated problem-solving abilities and a proactive approach to guest satisfaction.

• Impeccable attention to details and a passion for creating memorable guest experiences.

• Excellent communication skills, both written and verbal, with fluency in English

• Familiarity with hotel management systems is a plus

What we offer:

With a culture built on mutual respect, a growing world of opportunities and an environment that supports the personal drive for excellence, a Four Seasons career can be exceptionally rewarding.

• Career growth opportunities

• Unique strong culture

• Best-in-industry training

• Complimentary stays at Four Seasons properties (based on availability), with discounted meals

• Paid holidays/vacation

• Dental and medical/life insurance

• Employee service awards/Birthday Gift

• Annual employee party/social and sporting events

• Complimentary meals in dedicated employee restaurant

Schedule & Hours:

This position requires a person with a flexible schedule and the ability to work on a rotating shift basis, including weekends, and public holidays.