Guest Experience Manager

Join our talented and diverse team at Four Seasons Mexico City, an urban oasis in the heart of the city.

Website: https://www.fourseasons.com/es/mexico/ 

Instagram: #fsmexico 

Four Seasons Mexico City is looking for a Guest Experience Manager!

The Guest Experience Manager is an integral part of the 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.

Key Responsibilities

Guest Relations

• Build meaningful connections and maintain strong relationships with guests, addressing their inquiries, concerns and feedback promptly and professionally.
• Proactively seek opportunities to enhance their experience during their stay.
• Coordinate efforts across departments to create lasting memories for guests celebrating special occasions.
• Coordinate the meet and greet for VIPs arrivals.
• Coordinate the Lobby Ambassador program.
• Assist all Front Office activities in the absence of FOM in collaborations with HAMS and MODs.

• Provide lobby presence during high occupancy, and peak arrival and departures of guests, groups, and events. 

VIP Management

• Develop and maintain relationships with VIP guests and Special Attention guests, recognizing their preferences and ensuring extra attention and special treatment for this group of guests.
• Manage and anticipate the needs of VIP guests, ensuring personalized services and special arrangements are provided to create unforgettable moments.
• Assist with room reservations.
• Assist with in room check-in.

Guest Experience Enhancement

• Continuously seek ways to enhance the guest experience by developing and implementing innovative guest recognition programs and initiatives.
• Collaborate with various departments to ensure seamless guest experiences across all touchpoints, focusing on areas such as Front Desk, Concierge, Housekeeping and In Room Dining.

Team Leadership

• Lead and inspire a team of Guest Experience Executives/Interns to deliver exceptional service. Provide proper guidance and training and set clear performance expectations and foster a culture of excellence.

Problem Resolution

• Demonstrate effective problem resolution skills and handle challenging situations with poise and tact, focused on a solution-oriented approach and a commitment to guest satisfaction.

Quality Assurance

• Conduct 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.

Skills

• College degree preferred. 
  
  
• 1+ years of previous Rooms Division supervisory or management experience required. 
  
  
• Good command of both written and spoken Spanish and English. 
  
  
• Experience in a luxury resort highly preferred. 
  
  
• Knowledge of Mexico City and surrounding areas, highly desirable, however not required. 
  
  
• Must be flexible with schedule - Able to work weekdays, weekends, holidays, evening/overnight shifts.
  
  
• Spanish and english
  
  
• 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. 
  
  

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.  

Some Benefits Four Seasons Mexico City employees can enjoy:

• Seguro Gastos Médicos Mayores
  
  
• Excellent Training and Development opportunities
  
  
• Complimentary accommodation at other Four Seasons Hotels and Resorts
  
  
• Complimentary Employee Meals
  
  

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