Director of Guest Experience

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. About the location: A secluded oceanfront retreat on Hawaii's last unspoiled island. On the southeastern coast of the pristine island of Lanai, our five-star, five-diamond resort sits just a moment away from many of the most scenic spots, best reached by foot or 4-by-4, and where the Hawaii found in vintage postcards comes vibrantly to life. Spend your days lounging by our lagoon-style pools, strolling our botanical gardens, reconnecting body and spirit at Hawanawana Spa, and savouring Japanese cuisine at cliff-side NOBU LANAI. From the rugged uplands to the aquatic sanctuary of Hulopoe Bay, the opportunities for adventure – and relaxation – are endless. Aloha! Four Seasons Resorts Lana'i is seeking a Director of Guest Experience JOIN OUR 'OHANA The Director of Guest Experience shares our passion for excellence and is enthusiastic about creating the ultimate service experience. The Director of Guest Experience is a part of a dynamic team that provides award-winning service to our guests. The Director of Guest Experience works directly with the Front Office Management team and will play a critical role in creating and maintaining an elevated and luxurious guest experience. The Opportunity: The Director of Guest Experience oversees and implements Hotel Guest Experience initiatives and ideas. Seeks out opportunities for guest-centric experiences in all outlets of the hotel and assists hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees. Manages the Resort’s Arrival and Departure experience, coordinates and liaises with various departments to ensure the highest level of guest experience is constantly provided. Covers MOD shifts and ensures a smooth daily operation. Manages the Guest Experience Manager and helps guide the Lana’i Ambassadors and Guest Services team. Interviews, trains and schedules the staff. Conducts performance evaluations and coaches staff when needed. Coordinates arrivals, departures and billing requirements with Sales and Catering Department. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups. Inspects VIP and Special Attention guestrooms and ensures readiness for a perfect arrival experience. Coordinates and manages the Mea Ho’okipa program and ensuring that the program is fully adhered to and running smoothly within the Resort. Assures that all financial and credit procedures are followed and follows up on any issues. Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. What We Look For: Ideal candidates will have at least two years management experience within Rooms division operations. The leader in this role will have the ability to be visible in the operation, provide recognition, promote positive public relations, and handle concerns, or special requests for guests. Knowledge of the complete front office operation is essential. Ability to follow Four Seasons cultural and core standards, policies, and standard operating procedures is a must. Strong communication skills - written and verbal and the ability to remain calm under pressure. Some additional preferred qualifications for the role include a college degree specializing in hotel/restaurant management, flexible schedule, with ability to work overnights, weekends, and holidays and experience working in a union environment. Candidates must have valid work authorization for the U.S. FOUR SEASONS RESORTS LANA'I On this pristine island, Four Seasons Resorts Lana’i provides a one-of-a-kind experience - presenting both ocean and highlands landscapes and balancing a sense of tranquility with an abundance of recreational activities. In our exquisite Resorts - frequently listed among the world's finest - Four Seasons combines the very best of Lana'i. Four Seasons Resorts Lana'i has been named Best Hotel in The USA by U.S. News & World Report, the global authority in rankings and consumer advice, in 2020 & 2021 Best Hotels rankings. As an employee of the Four Seasons Resorts Lana'i, the opportunities are endless and so are the experiences! WHAT TO EXPECT Energizing Employee Culture where you are encouraged to be your true self! Comprehensive learning and development programs to help you master your craft. Competitive wages and benefits (Medical, Dental, Vision and Retirement Plan) as well as Paid Time Off & Holiday Pay Inclusive and diverse employee engagement & recognition events all year-round. Exclusive discount and travel programs with Four Seasons Complimentary Dry Cleaning for Employee Uniforms & Employee Meals Affordable Employee Housing And so much more! Salary range- $75,000-$80,000.00 We look forward to receiving your application, mahalo! Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. #J-18808-Ljbffr