Guest Experience Assistant 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:

Desert romance meets outdoor adventure. Experience timeless beauty in our adobe casitas with a backyard full of saguaro cacti, dramatic valleys and the iconic Pinnacle Peak. Discover Scottsdale’s vibrant Native American art, history and Old West lore. With the property as your adventure basecamp, explore the nearby area, including two championship golf courses a quick shuttle away. Locally inspired spa treatments, a bi-level pool and authentic Southwest cuisine set the stage for a restorative desert escape.

The Opportunity: 

We are seeking a Guest Experience Assistant Manager! The Guest Experience Assistant Manager will be responsible for directly overseeing the Guest Services and Concierge staff, to ensure that established cultural and core standards are met.  They will oversee all facets of the outlet, ensuring consistent and thoughtful service from all employees. This position personalizes all experiences for guests by coordinating with various departments in going above and beyond to ensure all guests have a great stay. They will also be required to handle scheduling, payroll and other managerial duties as needed.  They will manage all daily activities as well as assist in the development and planning of opportunities for guest-centric experiences and oversees these experiences to ensure they are executed consistently. Constant communication between guests via phone, chat, and email to make sure all details are correct before arrival and responsible for communicating to all departments.

Responsibilities: 

Job duties include but are not limited to: 

• Manage all VIP, Special Attention, Specialty Suite and Return Guests, including coordinate and monitor directly between guest and all necessary departments. 
• Oversee all Elite guests stays; which includes pre-arrival, room allocation, meet and greet upon arrival, and touching base with them through their stay. 
• Determine amenities for all VIP, Special Attention, Specialty Suite and Return Guests and coordinate directly with management team.  
• Review all VIP, Special Attention, Specialty Suite and Return Guests pertinent details with entire operations team.   
• Coordinate guest room special requests with operations team; manage VIP arrivals. 

• Responsible for directing room service amenity servers to ensure appropriate amenity is placed in room prior to guest arrival. 
• Oversee the curbside arrival of VIP guests and ensuring the doormen, valet runners, and bellmen are attending to the guest’s needs. 
• Inspecting the housekeeping room attendant and supervisor’s work in the VIP guest rooms to ensure the quality of the room and cleanliness exceeds the guest’s expectations.  
• Directs and partners with operational leadership to ensure service execution is consistent across all outlets.   
• Make timely and impromptu decisions, which balance guest’s needs with the financial, safety and staffing goals of the hotel.  

• Find solutions to the inevitable challenges and glitches that arise while VIP guests are on property and keeping the Director of Rooms and Planning Committee promptly and fully informed of all problems or unusual matters so prompt corrective action can be taken where appropriate.  
• Acts as the butler in the Penthouse when it is being occupied. 
• Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in Embark.  
• To ensure all departments are following up with glitches and that they are doing so in a timely manner 
• Perform all reasonable services a guest may require, anticipate guest requests and requirements in order to satisf