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:

On an exclusive island in the heart of the Kingdom’s capital, Four Seasons Hotel Bahrain Bay, with its unique architecture, has become an iconic landmark that soars as a destination in its own right, combining the best of a beach holiday and an urban getaway.

We are looking to hire a Guest Experience Manager. This person must have a commitment and passion for ensuring the best in guest services and creating a welcoming first impression and lasting farewell.

Responsibilities

• Ensure all local and corporate policies, work rules and benchmark standards are properly applied.
• Utilize Golden/Medallia and FD operational system appropriately for maximum guest recognition/satisfaction.
• Check all “Opera and Golden Profiles” requests and preferences are acted upon prior to guests’ arrival.
• Coordinate with In-Room Dining on the set up of amenities for VIP rooms prior to guests’ arrival.
• Be familiar with VIP room blocks and conduct random inspections of rooms.
• Develop guest connection and gain feedback from the guest regarding their overall stay or specific issue in particular, then actively seek solution to resolve the problem.
• Follow up on any Guest Experience that occurred, consult and discuss with Supervisor/Manager and follow up accordingly.
• Actively obtain feedback from guests and inform the relevant departments of the actions taken to rectify the feedback and to ensure guests’ satisfaction.
• Resolve glitches from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
• Respond to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.
• Coordinate correspondence with guests pre and post stay, ELITE GUEST is a MUST to contact.
• Work with Front Office team to pre-assign rooms for all VIP reservations, taking note of special requests and early arrivals.
• Identify staff training requirements and service improvements areas.
• Supervise and guide all staff to ensure that hotel policies and procedures are adhered to.
• Conduct daily and monthly meetings to highlight areas of improvement in the service aspects and obtain feedback.
• Perform any additional duties as assigned by Front Office Manager or Director of Rooms.
• Monitor the accurate maintenance of guest history database.
• Ensure guest preferences are collected and acted upon in order to delight our guests.
• Establish relationships with guests to delight and gain loyalty.
• Ensure guest recognition program are maintained.
• Ensure that all guest glitches are handled efficiently and politely.
• Analyze cause for complaint and take action to minimize any reoccurrence.
• Update guest history remarks (Opera system) for any guest complaint or comments to ensure positive experience upon next arrival.