Guest Experience Manager

BASIC PURPOSE:

Seek out opportunities for guest-centric experiences in all outlets of the hotel and assists hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees.

ESSENTIAL FUNCTIONS:

1. Seeks out opportunities for guest-centric experiences in all outlets of the hotel

a. Works with the departmental managers to put processes in place to ensure that these opportunities are executed by all employees

2. Measures results (challenges, successes, etc.) and communicates on a weekly basis to GEM team

3. Oversee and implement Hotel Guest Experience initiatives and ideas that come from Bluewater Innovation

4. Experience Assistant:

a. Identify all experience assistant guests

b. Look for new/innovative ways to provide anticipatory service

c. Coordinate among all departments for seamless execution of service

d. Coordinate correspondence with guests pre and post stay

e. Oversee Experience Assistant team

f. Communicate successes to the Hotel in an effort to keep intensity and focus high

5. Couple’s Floor

a. Identify potential guests for the couples floor

b. Develop new service/product offerings to increase the perceived value and couples experience

c. Assist Front Office team in identifying potential upsell guests to the couple’s floor

d. Communicate successes to the Hotel in an effort to keep intensity and focus high

6. “No Fuss” Curbside Check in

a. Assist Reservations and Front Office team to identify guests and achieve a seamless arrival experience for return guests. This can be monitored by setting a goal of 15% of all arrivals as Curb Side guests.

b. Communicate successes to the Hotel in an effort to keep intensity and focus high

7. Work with Guest Experience Managers on a Global Level to learn from each others successes and failures to develop a consistent product company wide.

8. Coaches staff to achieve culture standards & core standards of Guest Experience Assistant/Manager and couple experience

9. Supervises the activities of the Experience Assistant team in order to ensure adherence to Four Seasons standards, policies & procedures.

NON-ESSENTIAL FUNCTIONS:

1. Assists with responsibilities and duties in the absence of or due to heavy volume in any Rooms Division area.

2. Provides Crunch Team assistance throughout the hotel.