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:

A contemporary business hub with the highest standards of innovative hospitality. At the heart of Silicon Valley, experience a first-hand connection to the region’s tech legacy, sports and music venues and discover local adventures blended with artful sophistication. Four Seasons Hotel Silicon Valley brings an inventive approach to creative events, seasonal pop-up experiences, lifestyle facilities and culinary craftsmanship that culminate in the ultimate urban getaway.

Four Seasons Hotel Silicon Valley is proud to provide our guest the highest standards of luxury and personalized service. At Four Seasons we believe in recognizing a familiar face, welcoming a new one and treating every one we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us, 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.

The Opportunity:

Four Seasons Hotel Silicon Valley is currently looking for a Guest Experience Manager.

Essential function of the job:

Responsibilities and essential job functions include but are not limited to the following: 

Guest Journey and Experience Design

• Lead the full guest journey from pre-arrival through post-departure with a focus on personalization, recognition, and emotional engagement.
• Design, maintain, and evolve guest experience, levels of service, rituals, and service cues that reflect Four Seasons.
• Identify service gaps and create innovative enhancements that elevate the guest experience across all departments.
• Oversee a variety of select guests’ programming with a focus on accuracy, communication, and timely execution.

Elite and Elite Centrally Served Guests

• When Elite Guests have a reservation at the property, the Director/Manager of Guest Experience is responsible for the oversight of each Elite Guest’s stay, working closely with Elite Contact to ensure a seamless experience.  
• For Elite-Centrally Served Guests, the Director of Guest Experience will personally serve as the dedicated On-Property Point of Contact, following checklist responsibilities and maintaining continuous com
• In the event the Director/Manager of Guest Experience is unavailable, they must delegate an alternative dedicated On-Property Point of Contact for each Elite Centrally Served Guest to ensure uninterrupted service.

Operational Leadership

• Partner with all operating departments to support consistent service delivery.
• Lead operational team involved with personalized service.
• Track trends in guest feedback and lead cross-department action plans to resolve root causes.
• Collaborate with the General Manager and Director of Rooms on sensitive cases to ensure positive resolution.

Service Recovery and Guest Advocacy

• Work with the Learning and/or Quality Assurance Manager to analyze guest satisfaction scores, sentiment data, and behavioral insights to guide improvements.
• Monitor key performance indicators including response times, recovery outcomes, and select guest satisfaction (Elite-CS, Elite, HRG, and other guest types as applicable).
• Lead regular reviews with department heads to ensure accountability for guest experience performance.

Leadership and Culture

• Model a culture of empathy, emotional intelligence, and Four Seasons behaviors.
• Coach leaders and employees on guest interaction skills and recognition fundamentals.
• Support training for new department leaders on guest experience expectations.