Guest Experience Manager

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:

Four Seasons is dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality. The deeply instilled Four Seasons culture is personified by its employees – people who share a single focus and are inspired to offer great 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. Four Seasons Langkawi Resort, Voted the #1 Resort in Malaysia by Condé Nast Readers’ Choice Awards 2020, it’s Flanked by a tropical rainforest, limestone cliffs and the emerald waters of the Andaman Sea, the natural beauty on our Island of Legends is as dramatic as it is serene. Tucked away within an UNESCO World Geopark, our Resort’s Malay-style pavilions and villas offer both quiet, romantic havens for lovebirds as well as versatile family-oriented retreats.

About The Role

The Guest Experience Manager seeks out opportunities for guest-centric experiences in all outlets of the Resort and assists Resort outlets in putting processes in place to ensure that these opportunities are executed by all employees.

What You Will Do

• Responding to guests needs and anticipating their unstated ones. Overview the Preferences collection and be part of the Preferences Team.
• Has a perfect understanding and clear vision of the brand’s guest promise, is exemplary in their manner and behavior.
• Analyzing customer feedback and providing strategic direction to continuously improve overall rating.
• Review key guest satisfaction metrics with managers on a regular basis and help them develop and implement strategic action plans in order to enhance the guest experience in their areas. Produce a monthly glitch count report for all operational departments.
• Establish effective Connection with regular hotel clients -Coordinate and manage communication between guests, staff, and follow up to ensure we resolve customer concerns.

What You Bring

• Strong verbal and written communication skills to interact with guests and team members effectively.
• Managing staff, fostering a positive work environment, and ensuring team alignment with service standards..
• Quick thinking to address complaints or challenges, ensuring guest satisfaction and smooth operations.
• Ability to engage with guests, resolve issues, and ensure an exceptional experience at all touchpoints.

What We Offer

• Competitive salary, wages, and a comprehensive benefits package.
• Excellent training and development opportunities.
• Complimentary accommodation at other Four Seasons Hotels and Resort.
• Complimentary dry cleaning for employee uniforms.
• Complimentary employee meals.
• 5 working days.

Schedule & Hours

• This is a full time position.

The location for this position is: Langkawi, Kedah, Malaysia

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

http://jobs.fourseasons.com/

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

https://www.facebook.com/FourSeasonsJobs

https://twitter.com/FourSeasonsJobs

Learn More About Four Seasons Langkawi On Social Media

Instagram: @FSLangkawi

Twitter: @FSLangkawi

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

Facebook: https://www.facebook.com/FourSeasonsResortLangkawi/

For more details please visit our website : http://www.fourseasons.com/langkawi