Job Description
Basic Function:

Seek 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.
Role and Responsibilities

Seeks out opportunities for guest-centric experiences in all outlets of the hotel
Works with the departmental managers to put processes in place to ensure that these opportunities are executed by all employees
Measures results (challenges, successes, etc.) and communicates on a weekly basis to GEM team
Oversee and implement Hotel Guest Experience initiatives.
Guardian Angel/Buddy Program:

Identify all buddy guests
Look for new/innovative ways to provide anticipatory service
Coordinate among all departments for seamless execution of service
Coordinate correspondence with guests pre and post stay
Oversee Experience Assistant team
Communicate successes to the Hotel in an effort to keep intensity and focus high
No Fuss Curbside Check in

Assist Reservations and Front Office team to identify guests and achieve a seamless arrival experience for return guests. This can be monitored by setting a goal of 15% of all arrivals as Curb Side guests.

Communicate successes to the Hotel in an effort to keep intensity and focus high

Coaches staff to achieve benchmark standards of Guest Experience
Supervises the activities of the Front Office team in order to ensure adherence to Four Seasons standards, policies & procedures.
Supports the hotel upsell by identifying potential upsell guests 3 days prior to the guest s arrival and offer upsell opportunities in a natural manner through email.
Consistently driving the team to achieve high guest experience scores in social media platform such as Medallia, Trip Advisor etc.
Assists with responsibilities and duties in the absence of or due to heavy volume in any Rooms Division area.
Provides Crunch Team assistance throughout the hotel.
Knowledge And Skills

Education: Graduate.

Experience: At least two years in a front of house position.

Skills and Abilities: Ability to read, write and English. Second languages are a benefit.

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Other details
Department:Front Office / Guest RelationsIndustry:Hotel / RestaurantSkills:correspondence, outlets, reservations, hotel, lodging, rooms division management, onq, property management systems, rooms division, opening hotels, social media, marketing, customer service, adherence, salesEducationOther

Recruiter detailsCompany Name: Four SeasonsCompany Description:
Four Seasons provides its customers with year-round opulence. The company manages some 85 luxury hotels and resorts in more than 30 countries. Most properties are operated under the Four Seasons name, but some are Regent hotels. It has ownership interests in only about half of its properties, having shifted from a hotel owner to a hotel operator in the 1990s. In 2007 Four Seasons Hotels board members took the company private in a deal worth nearly $4 billion. Microsoft founder Bill Gates (through his private holding company Cascade Investment) and Saudi Prince Alwaleed Bin Talal’s Kingdom Hotels together own 95% of the company, in equal shares. Company founder and chairman Isadore Sharp owns the rest