Guest Experience Specialist

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 Guest Experience Specialist to lead and facilitate family-friendly activities, programming, and memorable guest activations. This role is focused on enhancing the overall guest journey through thoughtful engagement, personalized service, and proactive relationship building. The ideal candidate will be passionate about hospitality, experienced in handling guest concerns with grace, and committed to creating exceptional moments, especially for our VIP clientele.

 

What you will do: 

• Facilitate and oversee family activities and activations

• Develop and maintain strong, positive relationships with guests to ensure memorable experiences. Anticipate guest needs and preferences, offering personalized recommendations and assistance.

• Handle escalated guest concerns or complaints in a professional and empathetic manner, ensuring swift resolution.

• Collaborate with the management team and or other divisions to design and implement strategies that enhance the overall guest experience.

• Communicate effectively with all departments on guests’ stays, previous experiences and important information

• Connect with top Four Seasons VIPs, high-profile individuals, and guests requiring special attention, ensure protocols for Four Seasons VIPs arrival are consistently executed.

 

What you bring: 

• Previous front office experience in a luxury environment

• Organization skills, operation knowledge and effective communication

• Creative and resourceful problem-solving skills

• A minimum of two years of relevant work experience in a similar position in a luxury hotel, including at least one year in the Rooms Division.

• Excellent personal presentation and interpersonal skills and proficiency in hotel property management systems. Strong communication and interpersonal skills, with a focus on empathy and active listening.

• Prior experience working in a resort environment with children preferred.

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

  
What we offer: 

• Hourly Rate: $22.40

• Health Insurance - Medical, Dental & Vision

• 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 reimbursement