Guest Experience Manager

We are hiring for a Guest Experience Manager!

The Guest Experience Manager is an integral part of the Resort Team whose main objective is to ensure our guests are well looked after from the start. The Guest Experience Manager will respond 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.

About Four Seasons Resort and Residences Napa Valley

Situated at the northern end of Napa Valley off the famed Silverado Trail, Four Seasons Resort and Residences Napa Valley offers experiences that capture the imagination of even the most seasoned wine country visitors.

Responsibilities

• Ensure top VIPs (Elite and other Guests selected by Front Office Manager and Resort Manager) point of contact prior to arrival until departure for the arrangement of their stay.
  
  
• Work with guests or Travel Agents to plan itineraries and special requests.
  
  
• Perform Top VIP room inspections to make sure amenities, welcome cards and special touches have been arranged.
  
  
• Be a driving force behind guest centric projects, aimed at elevating the experience and recognition of qualifying guests. Understands the trends of our guests and is able to identify opportunities for new experiences.
  
  
• Assists in Managing the Front Desk and Guest Service Agents.
  
  
• Interviews, trains and provides real time feedback. Conducts Performance evaluations and disciplines staff when needed.
  
  
• Create and monitor schedules of staff and assist in processing payroll.
  
  
• Coordinates arrivals, departures and billing requirements with Sales and Catering Department.
  
  
• Blocks rooms for arrivals and ensures and discrepancies are resolved.
  
  
• Reviews daily arrivals to ensure proper handling of Special Attention Guests, VIP 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 cashier’s work at the end of the shift to ensure all transactions are reconcile with proper approvals and endorsements.
  
  
• Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees.
  
  
• Responds swiftly and effectively in any hotel emergency or safety situation.
  
  
• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, assists customers in all inquiries in connect with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
  
  
• Responds to all guest requests in an accurate and timely manner.
  
  
• Interactions with guest will be in person, on the phone, via email and Chat Messenger.  
  
  
• Assists in Front Office and Guest Services Duties - Checks guests in and out in an efficient and friendly manner, using guest name whenever possible.
  
  
• Assures that guest is assigned type of room requested and the correct rate is charged.
  
  
• Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction.
  
  
• Works harmoniously and professionally with employees, co-workers and upper management.
  
  
• Accepts reservations, changes and cancellations in the absence of Reservations Department Staff.
  
  
• Can answer guest and internal calls in the absence of a Communications Operator.
  
  
• Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in EmPact.
  
  

Who You Are

• College degree preferred. 
  
  
• 1+ years of previous Rooms Division supervisory or management experience required. 
  
  
• Experience in a luxury resort highly preferred. 
  
  
• Knowledge of Napa Valley and surrounding areas, highly desirable, however not required. 
  
  
• Must be flexible with schedule - Able to work weekdays, weekends, holidays, evening/overnight shifts.
  
  
• Ability to multi-task in a high volume and demanding environment. 
  
  
• Strong computer skills, can multi-tasks, meet deadlines with accuracy and high level of attention to detail.
  
  
• Strong problem solving skills, ability to handle difficult situations and guests. 
  
  
• Valid Driver’s License required and clean driving record. 
  
  

To apply internally please click here: Four Seasons Napa Valley Internal Application

About the company:

Four Seasons prides itself on the commitment to the Golden Rule philosophy, and strives to provide the best possible experience for both our guests and employees.  

This position is not eligible for work sponsorship/visa. Candidates must possess valid US work authorization.

Some Benefits Four Seasons Resort and Residences Napa Valley employees can enjoy:

• Salary: $72,000- $76,000
  
  
• Cigna medical and dental benefit options
  
  
• 8 weeks of New Parental Leave Pay
  
  
• Excellent Training and Development opportunities
  
  
• Complimentary accommodation at other Four Seasons Hotels and Resorts
  
  
• Complimentary Employee Meals
  
  
• 401k Retirement Plans
  
  

To apply, please click on the “APPLY” button and create an account. There will be a short questionnaire for you to complete and a section for you to attach your Resume/CV and Cover Letter. Please attach your Resume/CV in PDF or Word format. Applications/Resumes will only be accepted on this website. Please do not email your information. Thank you for your understanding.

Learn more about what it is like to work at Four Seasons, visit us:

http://jobs.fourseasons.com/

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

https://www.facebook.com/FourSeasonsJobs

Four Seasons is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. To access the 'EEOC is The Law' Information poster please visit this website:  Know Your Rights.

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

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