Guest Experience Manager

Be a part of something truly special! Join the pre-opening team of Four Seasons Cabo San Lucas at Cabo Del Sol as Guest Experience Manager.  On the stunning southern coast of Mexico’s Baja peninsula, experience Cabo’s Golden Corridor, ideally located between Cabo San Lucas and San José del Cabo.  In the heart of all the action, the coveted community of Cabo Del Sol is home to our modern hacienda-style village, with sparkling ocean views throughout. Create magical memories as hearts beat to the rhythm of Mexican music, art and culture – embraced by the warmth of our Four Seasons “familia.” This ultra-luxury ocean-front resort will include 96 beautifully appointed guestrooms and 61 Residences,  Amenities will include three restaurants, five bars, three pools, an open-air fitness center designed by celebrity trainer Harley Pasternak, Spa with ten treatment rooms and relaxation oasis, and The Clubhouse.  The Clubhouse is perched above the resort with sweeping Ocean views, and it is being designed as THE place to host spectacular weddings and events for up to 250 people.  It will feature and event lawn for ceremonies, an indoor/outdoor ballroom, living room space for entertaining, and a bridal suite.  

Target hire date: December 2023

The management level for this position is:  

Operations – Assistant Department Head with local package  

The role of the Guest Experience Manager

The GUEST EXPERIENCE MANAGER forms part of the Rooms Management team. 

This key management role is responsible for ensuring a smooth arrival, departure and memorable stay for all guests with special attention to our Elite and High Return guests.  

This critical individual holds the responsibility of ensuring a seamless guest journey, involving all departments within the hotel. The Guest Experience Manager will oversee the Guest Experience staff. The Guest Experience Manager will implement strategies aimed at elevating the overall guest experience and should demonstrate thorough knowledge of the local culture, city attractions and activities, and add personal recommendations and touches to achieve maximum guest satisfaction. 

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. 

Knowledge and Skills  

• At least 2~3 years of relevant work experience in Luxury Hotel.  
• Self-driven and a strategic resourcing professional.  
• Able to work independently and under pressure in a fast pace working environment.  
• Good team spirit, multi-tasking, cooperative with good communication and interpersonal skills.  
• Good command of both written and spoken Spanish and English.  
• Requires ability to operate computer equipment and hotel computer systems.  
• Great organizational skills   
• Attention to detail   
• Able to multitask and prioritize workload and projects simultaneously and efficiently.  

Essential Functions  

• Reviews and monitors schedules of staff within the department.
• Assists all Front Office activities in the absence of FOM in collaboration with RAMS and Manager on Duty.
• Direct staff. Ensures communications and follow-up on any problems, guest requests and / or special requirements.
• Assists in managing all VIP, Special Attention, Specialty Suite and Return Guests, including coordinating and monitoring directly between guest and all necessary departments. 
• Reviews daily arrivals to ensure proper handling of Elite Guests, HRG, Special Attention Guests and Groups. Coordinates arrivals, departures and guest preferences with Housekeeping, Room Service & KFAS.
• Is the point of contact of all repeat / special occasion and VIP guests from the pre-arrival to post stay.
• Curates personalized experiences for guests in collaboration with other departments to create lasting memories.
• Provide lobby presence during high occupancy, and peak arrival and departures of guests, groups, and events. 
• Conducts 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.
• Works closely with front office to ensure a smooth arrival/departure experience which includes performing check in and check out responsibilities, handling of guest luggage, resident/guest deliveries, and special requests.

What to Expect:  

• Be part of a caring team with a family spirit  
• Have opportunities to build a successful career with global potential  
• Work in a diverse and challenging environment and engage with the leadership team  
• Be recognized for your accomplishments  

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 over 50 years, Four Seasons has transformed the hospitality industry by combining friendliness and efficiency with the finest traditions of international hotel keeping.   

Service Culture  

Currently operating 126 hotels and resorts, and 45 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.  

 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 added bonus, working with Four Seasons gives you the opportunity 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:           Four Seasons Careers (myworkdayjobs.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!  

******Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview.******