Guest Experience Supervisor

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 Manhattan landmark on Billionaires' Row. Experience five-star, New York hotel living in our modern-deco landmark designed by famed architect I.M. Pei. Located on “Billionaires’ Row” at the city’s most prestigious address between Park Avenue and Madison Avenue, you’re just steps from Central Park and Madison Avenue shopping. Come and unwind in our sun-filled suites (some of the largest in Manhattan), take in the unparalleled city and park views, and experience serenity and luxury high above Manhattan’s exhilarating whirlwind.

Core Responsibilities:

Guest Journey & Experience Oversight
• Lead, support, and inspire the Guest Experience team to deliver exceptional service 
across arrival, in-stay, and departure touchpoints.
• Personally oversee VIP and repeat guest experiences, ensuring bespoke preferences are 
actioned and communicated property-wide.
• Conduct pre-arrival planning for top-tier arrivals (e.g., FS Elite VIP 111, High Return 
Guest HRG 222, Preferred Partners, Celebrities) with all relevant departments.
• Personally greet and farewell key guests, ensuring high visibility during peak periods and 
known arrival windows.

Operational Coordination & Team Supervision
• Manage daily team briefings, shift allocations, and ensure presence of Guest Experience 
staff in lobby, lifts, and guest corridors.
• Maintain active communication with Front Office, Concierge, In-Room Dining, 
Housekeeping, and Security to pre-empt guest needs.
• Champion Forbes standards and ensure consistent guest engagement aligned with service 
expectations.

Guest Recovery & Service Enhancement
• Monitor guest feedback channels (Medallia, Glowing, social media, LQA/Forbes audits), 
action service recoveries, and escalate trends.
• Personally handle sensitive guest concerns, complaints, and follow-up to ensure 
resolution and post-stay satisfaction.
• Maintain a guest-centric presence in the lobby; become a recognizable and approachable 
face of the operation.

Systems, Reporting & Quality Assurance
• Ensure accurate and timely input of guest preferences and notes into Opera, Glitch Log, 
and Four Seasons Chat.
• Lead the daily review of glitch reports, guest profiles, and pending follow-ups.
• Review daily arrivals/departures for accuracy and experience readiness, especially for 
high-value and group bookings.
• Inspect guest VIP rooms in accordance with pre arrival requested essentials, preferences 
and request. Inspect Amenity setups. 

Team Development & Culture
• Coach and mentor team members; provide feedback to support professional growth and 
confidence.
• Collaborate on training programs with Learning & Development, and actively participate 
in recruitment and onboarding.
• Cultivate a sense of pride, emotional connection to guest service, and brand 
ambassadorship within the team

Role Scope & Efficiencies:
• This is a hands-on, guest-facing leadership role; the supervisor will often work on the 
floor alongside the team.
• This role consolidates tasks previously split between Front Desk, Guest Relations, and 
Concierge, allowing leaner labor deployment.
• The Guest Experience Supervisor does not manage Concierge functions but ensures high 
alignment with them.
• Supports F&B and Spa on guest-specific service requests, but does not assume their 
scheduling or operational responsibilities

Ideal Candidate Profile:
• Minimum 2 years in a luxury hospitality leadership role, preferably in Guest Relations, 
Front Office, or s