Guest Experience Lead

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 sun-filed urban oasis in the heart of Los Angeles stands a city icon, buzzing with the energy and excitement of one of the most diverse destinations in the world. When you’re not out roaming the Hollywood Hills, shopping on Rodeo Drive and exploring our city’s notable art museums, settle in and unwind at Four Seasons Hotel Los Angeles at Beverly Hills. Soak up the sun at our resort-style pool, savour award-winning Italian cuisine at Culina Ristorante and discover a new level of wellness at our Spa – or in the comfort of your very own guest room.

Our Brand Promise:  
At Four Seasons, Life is richer when we truly connect to the people and world around us.    

Whether you work, stay, live or discover with us, our purpose is to create impressions that will last a lifetime.   

Our Promise to you:  

To create a culture and a work ethic based on the Golden Rule, giving our people a framework to pursue a superior international service culture.    

  

What makes us unique:  
In the heart of Beverly Hills & West Hollywood this award winning hotel stands a city icon, buzzing with the energy and excitement of one of the most diverse destinations in the world. Soak up the sun at our resort-style pool, savour award-winning Italian cuisine at Culina Ristorante and discover a new level of wellness at our Spa – or in the comfort of your very own guest room.  

What we expect:

Job duties include but are not limited to:

• Assist all VIP guests and groups, including coordinating and monitoring directly between guests, third parties and all necessary departments.

• Review daily arrivals and departures to ensure proper handling of VIP and return guests.

• Review all VIP guests and pertinent details with entire operations team.  Attend Daily PM Rooms Ops meeting and review next day VIPs.

• Coordinate guest room special requests with operations team; manage VIP arrivals

• Reach out to VIP guests proactively via FS Messenger or email and offer pre-arrival assistance.

• Extensively detail reservations and cross reference through guest’s Golden profile to ensure all details are met. Utilize operational systems appropriately for maximum guest recognition and satisfaction

• Update guest special preferences such as special occasion comments, high floor requests, housekeeping preferences, dietary restrictions etc.

• Identify profiles that need to be merged and open a ticket with home office

• Process and monitor curbside arrivals

• Review 3-days / 7-days prior for VIP arrivals, identify VIPs and ensure rooms are appropriately allocated in advance.

• Determine amenities for all guests and coordinate directly with In Room Dining and the management team.

• Prepare welcome cards for next day

• Responsible for directing room service amenity servers to ensure appropriate amenity is placed in room prior to guest arrival.

• Inspect and walk VIP guest room to ensure the quality of the room and cleanliness exceeds the guest’s expectations and to verify the setup of amenities, welcome cards, and special touches.

• Meet and greet VIP guests on arrival, providing a personalized and exclusive check-in.

• Oversee the curbside arrival of VIP guests and ensuring the doormen, valet runners, and bellmen are attending to the guest’s needs.

• Be visible and present in the lobby and be prepared to engage in any guest interaction.

• Build relationships with in-house guests to curate “guest experience” based on pre-arrival information, conversations and interactions.

• Arrange for any guest requests for special occasions such as proposal, celebration, etc.

• Conduct mid-stay/pre-departu