Guest Experience Manager Job at Four Seasons Riyadh

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. Our company values are much more than a program or a policy; they define who we are and inform the decisions we make. The company’s guiding principle is the Golden Rule, and as such Four Seasons strives to have a long-lasting, positive influence on the communities where we operate and on the people we employ and serve around the world.

“The reason for our success is no secret. It comes down to one single principle that transcends time and geography, religion, and culture. It’s the Golden Rule – the simple idea that if you treat people well, the way you would like to be treated, they will do the same.” – Isadore Sharp, Founder and Chairman Four Seasons Hotels and Resorts.

Career Opportunity
The deeply instilled Four Seasons culture is personified by its employees, people who share a single focus and are inspired to provide exceptional service. Be part of a cohesive team with opportunities to build a successful career with global potential.

Related: Resort Assistant Manager Job at Four Seasons Dubai

About Four Seasons Hotel Riyadh:
Call one of Saudi Arabia’s most prestigious addresses home. Share a leisurely brunch with important guests and host memorable meetings in our cosmopolitan oasis. Inside the soaring Kingdom Centre tower, you’ll be met with exceptional views and contemporary cuisine along with Arabic hospitality, elevated with Four Seasons highly personalized service.

Guest Experience Manager
The Guest Experience Manager shares our passion for excellence and is enthusiastic about creating the ultimate service experience. The Guest Experience Manager is a part of a dynamic team that provides award-winning service to our guests. The Guest Experience Manager works directly with the Front Office Management team and will play a critical role in creating and maintaining an elevated and luxurious guest experience.

The Opportunity:
The Guest Experience Manager oversees and implements Hotel Guest Experience initiatives and ideas. Seeks out opportunities for guest-centric experiences in all outlets of the hotel and assists hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees. Manages the Hotel’s Arrival and Departure experience, coordinates and liaises with various departments to ensure the highest level of guest experience is constantly provided. Interviews, trains and schedules the staff. Conducts performance evaluations and coaches staff when needed. 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. Inspects VIP and Special Attention guestrooms and ensures readiness for a perfect arrival experience. Assures that all financial and credit procedures are followed and follows up on any issues. 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 connection 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.

What We Look For:
Ideal candidates will have at least two years management experience within Rooms division operations. The leader in this role will have the ability to be visible in the operation, provide recognition, promote positive public relations, and handle concerns, or special requests for guests. Knowledge of the complete front office operation is essential. Ability to follow Four Seasons cultural and core standards, policies, and standard operating procedures is a must. Strong communication skills – written and verbal and the ability to remain calm under pressure. Some additional preferred qualifications for the role include a college degree specializing in hotel/restaurant management, flexible schedule, with ability to work overnights, weekends, and holidays.

Related: Director of Banquets Job at Four Seasons Dubai

What To Expect:
Energizing Employee Culture where you are encouraged to be your true self!
Comprehensive learning and development programs to help you master your craft.
Inclusive and diverse employee engagement & recognition events all year-round.
Exclusive discount and travel programs with Four Seasons
Complimentary Dry Cleaning for Employee Uniforms & Quality of Employee Meals
Be part of a cohesive team with opportunities to build a successful career with global potential
Have access to a robust benefit plan
Have the opportunity to engage in diverse and challenging work
Derive a sense of pride in work well done
Be recognized for excellence
30 days vacation
10 days Public Holidays per year
Paid home leave tickets
Quality of employee meals
Full medical coverage & Life Insurance

Work Authorization
Hotel will apply for the work authorization for the successful candidate

We look forward to receiving your application!