DirectorofGuestExperience

Intentional design and delivery of a seamless

and memorable guest journey across the property

Oversight of assigned guest segments—such as Elite and Elite Centrally Served Guests—ensuring personalized attention and flawless coordination throughout their stay

Partnering closely with operational and support teams to strengthen emotional connection

and overall guest satisfaction

Ensuring the guest experience is thoughtfully curated and consistently executed to the highest standards of service

Championing guest advocacy

driving continuous improvement

and elevating the brand's promise through thoughtful experiences and exceptional execution

Lead the full guest journey from pre-arrival through post-departure with a focus on personalization

and emotional engagement

and evolve guest experience

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

Oversight of each Elite Guest’s stay

working closely with Elite Contact to ensure a seamless experience

Personally serve as the dedicated On-Property Point of Contact for Elite-Centrally Served Guests

following checklist responsibilities and maintaining continuous communication with the Global Guest Relations Advisor and the Elite Contact throughout the guest’s visit

Delegate an alternative dedicated On-Property Point of Contact for each Elite Centrally Served Guest in the event of unavailability

Partner with all operating departments to support consistent service delivery

Lead the Guest Experience team and all teams involved with personalized service

Oversee daily operations related to arrivals

in-house service recovery

Ensure accurate and timely communication of guest preferences

and special events to all departments

Act as the property’s primary advocate for guest concerns

Lead all serious service recovery situations with calm

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

Analyze guest satisfaction scores

and behavioral insights to guide improvements

Monitor key performance indicators including response times

and select guest satisfaction (Elite-CS

and other guest types as applicable)

Lead regular reviews with department heads to ensure accountability for guest experience performance

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

Serves as an advisor on the overall Guest Experience to the Planning Committee through the Director of Rooms or Hotel/Resort Manager

Lead initiatives that elevate personalization through digital tools such as Golden and Golden Exp

guest preference capture

and in-room experience programs

Partner with Corporate teams to pilot new tools

and share best practices as applicable

Uphold brand guidelines and ensure consistent global alignment