Director of Guest Experience
2 months ago
About Four Seasons:
Four Seasons is driven by our dedicated team. We are a group of individuals who strive for excellence, continuously pushing our limits and treating each other with respect and kindness. Our global team creates remarkable experiences for our guests, residents, and partners through a commitment to luxury infused with genuine care. We understand that the best way to empower our staff to deliver these extraordinary guest experiences is through an exceptional employee experience and a strong company culture.
At Four Seasons, we value recognizing familiar faces, welcoming newcomers, and treating everyone we encounter with the utmost respect. Whether you work with us, stay with us, or explore with us, we believe our mission is to create lasting impressions. This stems from our belief that life is enriched when we genuinely connect with the people and the world around us.
About the location:
Four Seasons Hotel Suzhou is a luxurious island sanctuary situated on a 30-acre private island overlooking the picturesque Jinji Lake. The hotel features over 200 elegantly appointed rooms, suites, and private villas, complemented by lush gardens and both indoor and outdoor pools, offering a lifestyle that embodies the essence of Suzhou along with unparalleled service that defines Four Seasons.About the role
The Guest Services Manager is an integral part of the Rooms Management team, overseeing the hotel lobby and the arrival and departure experiences for our guests.
Key Responsibilities
Train and schedule the Guest Service Team, supervising daily performance and coaching staff to meet benchmark standards. Manage all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever feasible; resolve customer complaints; assist guests with inquiries regarding hotel services, hours of operation, key personnel, in-house events, directions, etc. Respond to all guest requests promptly and accurately, making recommendations based on local knowledge and hotel practices. Ensure all chauffeur services and boat experiences are meticulously arranged, with drivers and boatmen well-groomed. Collaborate with the Assistant Front Office Manager to ensure all team members are informed about available city activities (theatres, sports, concerts, shows, special exhibits, and sightseeing) and establish strong relationships with vendors to provide information, ticketing, and reservations for guests. Ensure that desk collateral and information regarding restaurants, museums, attractions, maps, and other local points of interest are current and updated. Accurately process packages, faxes, messages, and mail, whether outgoing or incoming. Foster a harmonious and professional working relationship with co-workers and supervisors. Work closely with Front Desk, Reservations, and Security to ensure smooth handling of guest arrivals and departures. Manage the storage and retrieval of guest luggage and packages. Utilize various software programs (Key, Opera, and Golden) to accurately input special arrangements made by guests and ensure proper billing. Appropriately delegate duties and responsibilities to well-equipped employees, nurturing their development while maintaining operational and safety standards. Support and embrace the training initiatives and philosophies of the company, collaborating closely with the Training Manager and Departmental Trainers in the training and development of employees. Ensure employees have a thorough understanding of Rules and Regulations, ensuring compliance in behavior. Perform all other essential functions required of Guest Service Agents and Guest Service Captains. Assist in the development of Guest Services Agents to operate within the operational, financial, and administrative philosophies, ensuring employees are multi-skilled and capable of performing various tasks. Through hands-on management, closely supervise all Guest Service Agents in their duties in accordance with policies, procedures, and applicable laws. Monitor employee morale and provide mechanisms for performance feedback and development. Conduct annual Performance Appraisals, providing honest and constructive feedback. Effectively communicate guiding principles and core values to all levels of employees.Qualifications
We seek individuals who are strategic thinkers with strong business acumen, excellent communication, and interpersonal skills. A minimum of 2-3 years of relevant experience in a similar role within the International Luxury Hotel sector. Self-motivated and a strategic resource management professional. Ability to work independently and thrive under pressure in a fast-paced environment. Strong team spirit, multi-tasking abilities, and cooperative with excellent communication and interpersonal skills. Proficient in both written and spoken Chinese and English. Mandarin proficiency and work authorization in China are essential.What we offer:
Competitive salary and comprehensive benefits package. Exceptional training and development opportunities. Complimentary accommodation at other Four Seasons Hotels and Resorts. Complimentary dry cleaning for employee uniforms. Complimentary employee meals. Employee service awards. Annual employee social and sporting events. An opportunity to build a lifelong career with global potential and a genuine sense of pride in work well done.Schedule & Hours:
This is a full-time position. Shifts may vary based on operational needs.Please note that this is a locally hired position, and relocation benefits will not be provided by the hotel.
Work authorization in China is a requirement.
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