Assistant Guest Experience Manager

At Four Seasons, Corporate 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 such Four Seasons strives to have a long-lasting, positive influence on the communities where we operate and the people we employ and serve around the world.

On the iconic Las Vegas strip, luxurious Four Seasons Hotel Las Vegas, the first AAA Five Diamond property in Las Vegas reflects the energy and excitement of one of the world’s most vibrant cities.

The Opportunity:   

We are seeking an Assistant Guest Relations Manager, an exciting opportunity to be part of the new Four Seasons Hotel Las Vegas! 

This management role is responsible in assisting the Guest Relation Manager in ensuring a smooth arrival and memorable stay for Elite, VIP and other special selection of guests while complying with all Four Seasons’ policies and procedures. Plan, organize, control and direct the staff that performs the following duties and will also perform these duties on own. Works across multiple departments to ensure all guest requests and stay details are completed to satisfaction. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.  This person will have strong leadership, interpersonal and analytical skills, is able to prioritize and adapt to the changing needs of the operation, and can evidence having a solid work ethic, good business acumen and a passion for service.  

Responsibilities include but are not limited to:  

• Assist The guest Relations Manager  in managing all VIP, Special Attention, Specialty Suite and Return Guests, including coordinating and monitoring directly between guest and all necessary departments.  
  
  
• Assist in overseeing all Elite guests’ stays; which includes pre-arrival, room allocation, meet and greet upon arrival, and touching base with them throughout their stay.  
  
  
• Work with the Hotel leadership to determine amenities for all VIP, Special Attention, Specialty Suite and Return Guests and coordinate directly with management team.  
  
  
• Review and coordinate all VIP, Special Attention, Specialty Suite and Return Guests requests and pertinent details with the entire operations team.  
  
  
• Assist in overseeing the arrival of VIP guests and ensuring the doormen, valet runners, and bellmen are attending to the guest’s needs.  
  
  
• Assist in making 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 Hotel Leadership 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.  
  
  
• 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.  
  
  
• Assist in creating and executing an action plan to rectify recurring Guest Relations glitches.  
  
  
• Provide lobby presence during high occupancy, and peak arrival and departures of guests, groups, and events.  
  
  
• Coordinate all reasonable services a VIP guest may require and anticipate guest needs in order to provide prompt and efficient service.  
  
  
• Assist other departments as required in resolving problems. The ability to handle guest problems and complaints, keeping all the Front Office Management team well-informed as to problems and action taken.  
  
  
• Respond properly in any hotel emergency or safety situation.  
  
  
• Perform other tasks or projects as assigned by Guest Relations Manager, hotel management and staff.  
  
  
• Must display a high level of integrity and professionalism at all times in dealing with guests and employees.   
  
  

Preferred Qualifications and Skills:  

• Viable candidates must have a minimum of two years’ experience in hotel rooms operations, with at least one year in a supervisory/management role.
  
  
• Knowledge of property management systems required.  Opera knowledge preferred.  
  
  
• Strong business and work ethic required.  
  
  
• Candidates with a degree in hospitality, or similar, are preferred.  
  
  
• Ability to establish rapport quickly and positively is required.  
  
  
• Above average communication skills - both written and oral - are required.  
  
  

Current Four Seasons employees, bilingual candidates, and those with prior experience in a luxury hotel/environment will receive priority consideration.  

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