Director Of Guest Experience

Join a diverse and talented team in Harbor East Baltimore

Hugging the shoreline, with unmatched views across the water, Four Seasons Hotel Baltimore offers a chic, resort-like getaway in the heart of Harbor East, the city’s hippest new district. Walk to great restaurant and shops and local attractions. Referred to as “the crown jewel of Harbor East” the Four Seasons Hotel Baltimore has 256 guest rooms including 45 suites.

The Opportunity:

Four Seasons Hotel Baltimore is seeking a passionate and service oriented Director ofGuest Experience

This key management role is responsible for ensuring a smooth arrival and memorable stay for Elite, VIP and other special selection of Guests while complying with all Four Seasons’ policies and procedures. Build and develop a team with diverse backgrounds and skillsets, fully equipped to service a broad variety of Guest needs. Plan, organize, control and direct the staff that performs the following duties and will also perform these duties on own. Works across multiple departments to ensure all guest requests and stay details are completed to satisfaction. Implements new Policies and Procedures where applicable to enhance overall Guest Experience and satisfaction. Responds to a wide variety of Guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. This person will have strong leadership, interpersonal and analytical skills, is able to prioritize and adapt to the changing needs of the operation, and can evidence having a solid work ethic, good business acumen and a passion for service.

Responsibilities include but are not limited to:

• Managing all VIP, Special Attention, Specialty Suite and Return Guests, including coordinating and monitoring directly between guest and all necessary departments.
• Work closely with concierge and guest services team to coordinate seamless service with high profile and VIP guests while delivering on financial goals of the department.
• Work with leaders across Hotel on service execution for specially identified guests, including pre-arrival communication and guest liaison assignments.
• Oversee all Elite guests stays; which includes pre-arrival, room allocation, meet and greet upon arrival, and touching base with them throughout their stay.
• Work with the Hotel leadership to assign and review amenities for all VIP, Special Attention, Specialty Suite and Return Guests and coordinate directly with management team.
• Review and coordinate all VIP, Special Attention, Specialty Suite and Return Guests requests and pertinent details with the entire operations team, including inspection of rooms before arrival and during stay.
• Oversee the curbside arrival of VIP guests and ensuring the doormen, valet runners, and bellmen are attending to the guest’s needs.
• 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 Hotel Leadership promptly and fully informed of all problems or unusual matters so prompt corrective action can be taken where appropriate.
• Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in Embark.
• 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 satisfy them efficiently and promptly.
• Create and execute an action plan to rectify recurring Guest Relations glitches.
• Provide lobby presence during high occupancy, and peak arrival and departures of Guests, groups, and events.
• Coordinate all reasonable services a VIP guest may require and anticipate guest needs in order to provide prompt and efficient service.
• Assist other departments as required in resolving problems. The ability to handle guest problems and complaints, keeping Front Office Manager well-informed as to problems and action taken.
• Respond properly in any hotel emergency or safety situation.
• Perform other tasks or projects as assigned by hotel management and staff.
• Must display a high level of integrity and professionalism at all times in dealing with guests and employees.

Preferred Qualifications and Skills:

• Viable candidates must have a minimum of two years’ experience in luxury hotel rooms operations, with at least one year in a department management role.
• Knowledge of property management systems required. Opera knowledge preferred.
• Strong business and work ethic required.
• Candidates with a degree in hospitality, or similar, are preferred.
• Ability to establish rapport quickly and positively is required.
• Above average communication skills - both written and oral - are required.
• Current Four Seasons employees, bilingual candidates, and those with prior experience in a luxury hotel/environment will receive priority consideration.

Some Benefits Four Seasons Hotel Baltimore employees enjoy:

• Competitive Salary & Wages
• Medical, Dental and Vision Insurance
• Paid Time Off and Paid Holidays
• Excellent Training & Development
• Complimentary Accommodation at other Four Seasons Hotels & Resorts
• Complimentary Dry Cleaning for Employee’s Uniforms
• Complimentary Employee Meals
• 401(k) Retirement Plans

Visa Requirements

Authorization to work in the United States is required unless the candidate is currently in a managerial role with another Four Seasons location. Current Four Seasons managers may qualify for an L-1 visa sponsorship.

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.