Director of Guest Experience

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:

A southern California escape that embodies wellbeing. Set at the foothills of the Santa Monica Mountains between Malibu’s sunny beaches and Santa Barbara’s famous vines, our relaxed yet refined California hotel offers a family-friendly atmosphere and is home to the Center for Health & Wellbeing, a luxury destination for wellness. Come and redefine what it means to reinvigorate.

About the role

Four Seasons Hotel Westlake Village is seeking a Director of Guest Experience to lead and elevate our service standards through thoughtful, personalized, and innovative guest interactions. We are looking for a passionate hospitality professional who thrives on delivering exceptional service, handling special requests with care, and responding to guest inquiries with grace and efficiency. This creative leader will play a key role in designing and implementing memorable guest experience programs that reflect our commitment to excellence.

What you will do

• Lead and manage the Guest Experience to provide an outstanding level of service to all guests.

• Ensure smooth guest arrival and departure experiences, including proper room allocation and addressing any issues or concerns.

• Handle guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolving guest issues and assisting with guest inquires as required.

• 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.

• Develop and implement innovative guest experience programs and initiatives, staying up to date with the latest industry trends.

• Assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.

What you bring

• Strong managerial skills are essential, with outstanding demonstrated coaching and development skills.

• Minimum three years’ experience in Guest Services or related work, previous supervisory or lead experience is preferred. Excellent communication and interpersonal skills, with fluency in English (additional languages are an advantage).

• Excellent personal presentation and interpersonal skills

• Proven experience in delivering exceptional guest experiences and maintaining high levels of guest satisfaction.

• Knowledgeable about the local area, have a high degree of patience and work with discretion

• Thorough knowledge of hotel operations, front office procedures, and reservation systems.

• Successful candidate must possess legal work authorization in the United States.

  
What we offer

• Salary Range: $105,000 - $115,000 + Annual Incentive Plan

• Company Match 401K Plan

• Complimentary stays at Four Seasons Worldwide 

• Complimentary meals in our Wellness Café

• Laundered Employee Uniform 

• Employee Assistance Program  

• Investment in your Wellbeing  

• Life Insurance  

• Complimentary on-site parking  

• Training programs, tuition