Assistant Director Of Guest Experience

Assistant Director of Guest Experience

Beverly Wilshire a Four Seasons Hotel

The Beverly Wilshire a Four Seasons Hotel is seeking an Assistant Director of Guest Experience who is passionate about providing exceptional guest experiences and shares our commitment to excellence. Reporting to the Director of Guest Experience, this position will assist in managing all aspects of guest relations and shaping employee experiences by providing exceptional knowledge and service.

Join Our Team

Located at the intersection of Wilshire and Rodeo, an international cast of personalities comes together amid urban buzz, Hollywood glamour and a sophisticated California vibe. Experience CUT, Wolfgang Puck's, and become part of an iconic hotel in the Four Seasons Portfolio. Work on a team that is built on mutual respect, collaboration, excellent service and passion for providing above and beyond guest experiences. Four Seasons provides employees with the same level of care that we expect to be shared with our guests. We have been ranked in FORTUNE Magazine’s 100 Best Companies to work for since 1998.

Responsibilities:

• Assist in creating and executing an action plan to rectify recurring Guest Relations glitches.
• Ensure all departments are following up with glitches and that they are doing so in a timely manner.
• 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.
• Assist in making timely and impromptu decisions, which balance guest’s needs with the financial, safety and staffing goals of the hotel.
• Assist in overseeing all Elite guests stays; which includes pre-arrival, room allocation, meet and greet upon arrival, and touching base with them throughout their stay.
• Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in Embark.
• Perform other tasks or projects as assigned by hotel management and staff.
• Respond properly in any hotel emergency or safety situation.
• Schedules guest relations team, manages labor, and approves vacation time for his or her staff.
• Assist in managing all VIP, Special Attention, Specialty Suite and Return Guests, including coordinating and monitoring directly between guest and all necessary departments.
• Work with the Director of Guest Relations to partner with operational leadership to ensure service execution is consistent across all outlets.
• Must display a high level of integrity and professionalism at all times in dealing with guests and employees.
• Ensure long term communication with guest
• Assist in overseeing the curbside arrival of VIP guests and ensuring the doormen, valet runners, and bellmen are attending to the guest’s needs.
• Perform all reasonable services a guest may require, anticipate guest requests and requirements in order to satisfy them efficiently and promptly.
• Provide lobby presence during high occupancy, and peak arrival and departures of guests, groups, and events.
• Acts in the absence of senior management in all matters concerning the safety, security and well-being of hotel guests.
• Network with other FS hotels National/International to offer assistance with future booking in other properties.
• Assist in directing room service amenity servers to ensure appropriate amenity is placed in room prior to guest arrival.
• Work with the Director of Guest Relations to determine amenities for all VIP, Special Attention, Specialty Suite and Return Guests and coordinate directly with management team.
• 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.
• Update Golden Profile of each guest with preferences collected through out their stay
• Coordinate guest room special requests with operations team; assist in managing VIP arrivals.
• Review all VIP, Special Attention, Specialty Suite and Return Guests pertinent details with the entire operations team.
• Inspect 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.
• Coordinate all reasonable services a VIP guest may require and anticipate guest needs in order to provide prompt and efficient service.
• Must ensure room discrepancies are resolved.

Skills/Qualifications:

• Education: College degree preferably in Hospitality
• Detail oriented focus
• Strong managerial and supervisory skills.
• Computer literate: MS Office, MS PowerPoint, MS Excel, MS Outlook, MS Teams
• Experience: 3-5 years in luxury hotel, supervisory experience. Experience with computers.
• Preferred: Multi-lingual (French, Italian and Spanish) reading, writing and oral proficiency.
• Excellent analytical and organizational skills
• Superior guest service and salesmanship skills
• Proven leader

What to Expect: You Will…

• Be recognized for excellence
• Have the opportunity to engage in diverse and challenging work
• Have access to a robust benefit plan
• Derive a sense of pride in work well done
• Be part of a cohesive team with opportunities to build a successful career with global potential

Salary Range: $80,000.00-$90,000.00

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

Learn more about what it is like to work at Four Seasons – visit us:

http://jobs.fourseasons.com

http://www.linkedin.com/company/four-seasons-hotels-and-resorts

We look forward to receiving your application

******Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview. ******

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