Assistant Guest Experience Manager

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

To seek out opportunities for guest-centric experiences in all areas of the hotel. To manage the guest journey of our top VIPs, suite guests and Four Seasons Elite guests pre, during and post their stay. 

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  Review daily arrivals and departures, ensuring VIP and returning guests receive personalized service and proper recognition.

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  Maintain and update guest profiles, accurately recording preferences, special requests, and stay history.

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  Support Elite Guest Relations operations, managing Elite guest bookings, inquiries, emails, and phone communications in accordance with brand standards.

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  Welcome and assist Elite, VIP, and high-profile guests, serving as a primary point of contact throughout their stay when required.

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  Coordinate and follow up on guest requests and preferences, ensuring seamless execution across all hotel departments.

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  Handle VIP guest complaints and service recovery, resolving issues promptly and keeping management informed of significant incidents.

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  Conduct guest satisfaction follow-ups, ensuring concerns are fully resolved and appropriate compensation is offered when necessary.

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  Develop and enhance guest experience programs, including loyalty, welcome amenities, family, and guest return initiatives.

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  Provide guidance and support to management on guest experience strategies and service improvement opportunities.

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  Participate actively in daily briefings and management meetings, communicating guest feedback, operational updates, and service concerns.

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  Support Front Office, Concierge, and lobby operations during peak periods or when additional coverage is required.

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  Act as a brand ambassador, demonstrating exceptional hospitality, promoting hotel facilities, maintaining professional standards, and adapting service delivery to meet individual guest needs.

• Bachelor's degree in Hospitality Management, Hotel Management, Tourism, or a related field.

• 3-5 years of experience in Front Office, Guest Relations.

• Have advanced computer skills including MS Office and Outlook and a thorough knowledge of the Front Office systems, such as Opera, Web Checkin, HotSoS.

• Excellent verbal and written communication skills in both English and French.

• Strong communication and interpersonal

• Attention to detail and accuracy in managing guest profiles and preferences.

• Ability to remain calm and professional under pressure

• Time management and prioritization skills

• full time