Assistant Guest Experience Manager

Assistant Guest Experience Manager – Four Seasons Resort Tamarindo 

At Four Seasons we consider life and work to be richer when we truly connect with the people and the environment around us.  

Our family members are masters at their crafts – a gardener can become an artist, a manager a conductor, a chef an inventor. We look for employees who share the Golden Rule: people who, naturally, believe in treating others as we would have them treat us. We look for our people to characterize a shared passion for excellence and to infuse that enthusiasm into everything they do. 

Four Seasons Resort Tamarindo in Jalisco, Mexico rests on 3,000 acres of a protected natural reserve on the Pacific Coast of Mexico. Its 157 rooms will boast exceptional panoramic views of the Pacific Ocean, enveloped by the surrounding jungle and lush golf course. 

Four Seasons Resort Tamarindo is heartily committed to showcasing the very best of Mexican Art, Culture, and Nature. The local community and their warmth are a key component of our guest experience, and our Assistant Guest Experience Manager will imbue a passion for this destination and the Culture. 

Be You:

The Assistant Guest Experience Manager will demonstrate the following key characteristics:

• Highly motivated & self-starter.
  
  
• Proven ability to effectively lead in various situations with different individuals or groups, flexible leadership style. 
  
  
• Ability to develop strong and effective interdepartmental relationships, big picture, and holistic approach.  
  
  

Master Your Craft:

The Assistant Guest Experience Manager is directly responsible for assisting to Guest Experience Manager ensuring that the VIP guests have a smooth arrival experience, a highly connected and engaged stay, and an ongoing relationship with our brand and our team.  Oversees the Front Office operations and acts as the manager on duty in the hotel when senior managers are not available. Directs staff that performs the following duties and will also perform these duties on own: welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. 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.

Skills and Experience:

• Minimum 3 years management experience in Guest Experience relations.
  
  
• Demonstrate adaptability to live in a remote location.
  
  
• The ability to oversee the day-to-day operations of the Guest Experience Department, which includes front and back of the house.
  
  
• The ability to review arrivals to ensure high-paying guests are coded as VIPs.
  
  
• The ability to connect with specified VIP guests prior to arrival to review reservations, making note of but not limited to: arrival/departure time, transportation needs, restaurant bookings, housekeeping service times, amenities requested, and preferences.
  
  
• The ability to connect with all VIP guests during their stay to check the quality of stay/service and update preferences.
  
  
• The ability to field concierge-related requests/inquiries as well as monitoring Concierge-Inbox to review and action guest requests.
  
  
• The ability to assist with phone calls and general inquiries about the property.
  
  
• The ability to act as the voice and heart of all VIP engagement.
  
  
• Flexibility to work on different shifts, weekends, and holidays.
  
  
• The ability to communicate clearly and openly with the team all information regarding the departmental operations.
  
  
• Bilingual - Spanish & English
  
  
• Coordinates arrivals, departures and billing requirements with Sales and Catering Department. Blocks rooms for arrivals and ensures any discrepancies are resolved.
  
  
• Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
  
  
• Assures that all financial and credit procedures are followed.
  
  
• Follows up on credit problems with Front Office Manager and/or Credit Manager.
  
  
• Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings.
  
  
• Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.
  
  
• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Guest Services, and lobby coverage.
  
  
• When dealing with guests and internal customers you live by the Golden Rule.
  
  
• You demonstrate high standard awareness, by setting an example for standards execution, standards testing, and implementing action plans to achieve established product and service goals.
  
  
• You will use your unique personality and service style to fulfill the Four Seasons Brand and Resort standards creating a special and memorable experience! 
  
  

About Four Seasons Hotels & Resorts: 

Four Seasons Hotels and Resorts opened its first hotel in 1961 and its story is a tale of continual innovation, remarkable expansion and a single-minded dedication to the highest of standards. For nearly 50 years, Four Seasons has transformed the hospitality industry by combining friendliness and efficiency with the finest traditions of international hotel keeping. Four Seasons Hotels and Resorts have been ranked FORTUNE magazine’s "100 Best Companies to Work For" EVERY YEAR since 1998 and named "Great Place to Work Legend", an honor currently held by only 12 companies in the world.

Service Culture

Currently operating 126 hotels and resorts, and 48 residential properties in major city centers and resort destinations in 47 countries, and with more than 50 projects under planning or development, Four Seasons consistently ranks among the world's best hotels and most prestigious brands in reader polls, traveler reviews and industry awards. Our greatest asset, and the key to our success, is our people. We believe that each of us needs a sense of dignity, pride, and satisfaction in what we do.

About Four Seasons Resort Tamarindo:

Our nature reserve spans 1,214 hectares (3,000 acres) and features 10 kilometers (6 miles) of coastline, making it an incomparable setting for discovery and freedom. With a deep respect for the environment (only 2% of the reserve is developed), we serve as the guardians of this vast natural sanctuary and as your guides to it. Our activities have been personally curated to allow you to experience this utopia and define the Tamarindo experience. Here, time goes by more slowly, and each moment of exploration brings you closer to everything and everyone around you. 

What it is Like to Work for Four Seasons Hotels & Resorts:

At Four Seasons, we guide all of our actions by the Golden Rule: “Treat others the way you would like to be treated.” Here, you will get to work on a team that is built on mutual respect, collaboration, excellent service, and a passion for service. As a luxury brand, your work will be also guided by very strict standards to ensure a high level of quality and service at all times. Expect to work hard but have fun and learn along the way, taking your career, experience, and skills to the next level. As an additional bonus, working with Four Seasons allows you to work for an international company and travel all over the world while staying at incredible properties for free!

Learn more by visiting us at:

Company Site:       www.fourseasons.com    

Our Careers:           jobs.fourseasons.com       

LinkedIn:                 https://www.linkedin.com/company/four-seasons-hotels-and-resorts  

Facebook:               https://www.facebook.com/FourSeasonsJobs  

Twitter:                     https://twitter.com/FourSeasonsJobs  

 We look forward to receiving your application!