Guest Experience Manager

Guest Experience Manager

About Four Seasons:

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.

About the location:

In the heart of Worli - the business hub of India’s largest city and close to the entertainment and commercial district of Lower Parel, Four Seasons Hotel Mumbai is a chic urban oasis with an intimate, boutique atmosphere. The brand's first hotel in India, Four Seasons Hotel Mumbai echoes 'Powerhouse Luxury' in the city that never sleeps. Known for unparalleled food & beverage options such as those at AER Mumbai, an award-winning rooftop bar, as well as San:Qi, a city-favourite pan-Asian restaurant with wine bar, private dining rooms, four open-style kitchens overseen by master craftsmen and an extensive menu offering Indian, Chinese, Thai and Japanese delicacies.

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.

ESSENTIAL FUNCTIONS:

1.   Leads and manages the Guest Experience team in order to ensure adherence to

Four Seasons standards, policies & procedures

2.   Coaches the Guest Experience team to achieve culture standards & core

Standards of Guest Experience

3.   Seeks out opportunities for guest-centric experiences in all outlets of the hotel

a. Works with departmental managers and Learning and Quality Assurance manager to put processes in place to ensure that these opportunities are executed by all employees

b. Connecting with guest’s pre, post and during stay to create a lasting experience

4.   Measures results (challenges, successes, etc.) and communicates on a weekly basis

      to GEM team and in other meetings as required

5.   Oversee and implement Hotel Guest Experience initiatives and ideas that come from Bluewater Innovation

6.   Experience Assistant: Identify all experience assistant required guests, eg. Glitch guests, Look for new/innovative ways to provide anticipatory service  Coordinate among all departments for seamless execution of service, Coordinate correspondence with guest’s pre and post stay, Communicate successes to the Hotel in an effort to keep intensity and focus high

8.   Curbside Check in

a. 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 percentage of all arrivals as Curb Side guests.

9. Work with Guest Experience Managers on a Global Level to learn from each other's successes and opportunities to develop a consistent product company wide.

10. The focus is on improving business results and as such should be measured by GES, specific targeted areas determined by the Hotel Manager.

NON-ESSENTIAL FUNCTIONS:

Assists with responsibilities and duties in the absence of or due to heavy volume

in any Rooms Division or Food and Beverage area. Provides Crunch Team assistance throughout the hotel.

PREFERRED KNOWLEDGE AND SKILLS:

Education:

•  Holds degree/diploma in Hospitality or Tourism Management

Experience:

•  2-3 years of management experience in a luxury hotel
•  Proven record in providing outstanding guest experience
•  At least two years of experience in front of the house experience preferred

Knowledge and Skills:

•  Excellent communications skills in English
•  Additional foreign languages are a benefit
•  Excellent creativity in enhancing the guest experience
•  Self-motivated/high level of motivation and task oriented
•  Superior sense of organization, prioritize and adapt in a busy environment
•  Must have a strong desire to engage with guests, anticipate and fulfill guest needs
•  Willing to work flexible hours to accommodate guest needs and business demands

Experience Level

Mid Level