About Four Seasons Hotels and Resorts
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 Four Seasons Hotel Suzhou
Four Seasons Hotel Suzhou is a luxury island retreat fully commanding a 30 acre (12 hectare) private island on the scenic Jinji Lake.
Set to open in the second half of 2023, the Hotel will have over 200 well-appointed rooms, suites and private villas, lush gardens, indoor and outdoor pools offering a lifestyle that is uniquely Suzhou and uncompromising service that is uniquely Four Seasons.
The Four Seasons Hotel Suzhou is looking for Guest Experience Manager who shares a passion for excellence and who infuse enthusiasm into everything they do.
We hire motivated people who we train to perform superbly, while we create an environment where they can flourish. Ultimately, our culture breeds success, and rewards it in many different ways. We encourage and expect all of our employees to behave consistently in a manner which demonstrates:
• Commitment to supportive teamwork and open communication
• Responsibility for ongoing enhancement of their skills and performance
• Recognition of personal accountability for their own actions and the outcomes of those actions
• An understanding of the effect of their behavior on our guests, their fellow employees and the reputation of the Company
The Guest Experience Manager (GEM) reports to Front Office Manager and respond 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.
(GEM) is the liaison for the property and to guests celebrating special occasions, guests that are High Expectation or guests that are VIP for the property or the company.
The GEM is very active around the hotel and is responsible for the guest’s experience while staying at the hotel. They are to be the face of the hotel and as active as possible; they greet guests upon arrival, interact with them throughout their stay, ensuring satisfaction, arranging any requests they may have, and solve any issues that may arise during their time in the hotel, and finally they wish the guests well as they depart.
Interviews, trains and schedules the Guest Experience Staff (and Bell Staff). Supervises day-to-day
performance of the staff. Coaches staff to achieve Core and Service Culture standards. Conducts performance
reviews. Disciplines staff as needed.
Handles all guest interactions with the highest level of hospitality and professionalism, accommodating
special requests whenever possible; resolves customer complaints; 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 making
recommendations based on local knowledge and hotel practices.
Trains and handles various digital
programs (Key, Chat, Mobile Check-in, Website Check-in, Shopping Cart, etc)
to improve guests stay experience.
Assures that Guest Experience Staff
knows what activities are available in the city (theatre, sports,
concerts, shows, special exhibits, sightseeing) and establishes close
contacts with vendors in these areas in order to provide information,
ticketing, and reservations for guests. Assures that desk collateral and
information for restaurants, museums, attractions, maps, and other local
attractions are updated and current.
Processes packages, faxes,
messages, and mail which may be either outgoing or incoming in an accurate
and timely manner.
Stores and retrieves guest luggage
reconnaissance email to be sent 3 days prior to the guests arrival
introducing the GEM, offers information tailored to the purpose of the
guests stay and aims to gather any guest preferences.
GEM will work
closely with the Front Desk team to ensure preparation and completion of
guest’s requests and generate an itinerary for guests to receive upon
amenities and preferences are prepared for guests so their arrival is
smooth and exactly as expected.
upon arrival to the hotel to make a personal introduction explaining the
purpose of the Guest Experience Manager and inform the guest where/how to get
in touch with the GEM. If able,
conduct in room check in so the guest can begin their relaxation as soon
with an itinerary of their pre-arranged activities.
Throughout the Stay
A daily “GEM Guest
list” will be prepared to ensure that they are contacted every day in
person, and if not able to meet in person, a phone call will be made to
ensure guests are enjoying themselves and that if there is anything that
needs following up on.
GEM will be
present at large activities and daily events. This will include Breakfast daily, peak
lobby times, and any organized weekly or special events.
Being on hand as
much as possible, allows the GEM to offer many upsell opportunities in an
extremely natural manner. It is
easy to inform guests of upcoming activities, and allows guests to
pre-arrange dinner, spa treatments, and special touches for guest
throughout their stay.
GEM to meet guests
upon departure to obtain guests feedback, ensure satisfaction with their
stay, and see if there is anything further that can be done for the
remainder of their time in Hangzhou, next leg of their journey, or for
their trip home.
GEM will go
through all arrivals for the upcoming week and select, then highlight the
upcoming VIP guests. These will
include, Guest Return, Long Stay, Suite Guests, Preferred Partners,
American Express Platinum, Global Guest Return, Global Guest History,
Employees, Elite Guests, and additional VIPs from Travel Agents and other
Four Seasons Properties.
This VIP Report
allows the hotel to understand who is arriving and who we, as a whole need
to keep an eye on.
The GEM presents
at the Monthly Meeting any new enhancements that take place for the guests
or any new procedures that will ensure the guests enjoy their stay.
The GEM will be at
the forefront of both the creation as well as the implementation of many
innovations at both the property as well as the company level, which will
include best practices and coordination between properties.
The GEM becomes
the person that assists in creating and coordinating any surprises for
guests from members of the team or from other guests. This includes Birthday surprises,
Wedding Proposals, and outside Amenities from family members of guests
staying at the property.
We are looking for individuals who are strategic, have strong business acumen, good communication, and interpersonal skills.
• At least 2~3 years of relevant work experience in the International Luxury Hotel.
• Self-driven and a strategic resourcing professional.
• Able to work independently and under pressure in a fast pace working environment.
• Good team spirit, multi-tasking, cooperative with good communication and interpersonal skills.
• Good command of both written and spoken Chinese and English.
• Mandarin Speaking and Work authorization in China is a must.
Join us and Enjoy…
• An opportunity to build a life-long career with global potential and a real sense of pride in work well done
• Best-in-industry training
• Complimentary stays at Four Seasons properties (based on availability) with discounted meals
• Incentive bonus/ competitive salaries
• Employee service awards
• Annual employee party/ social and sporting events
Learn more about what it is like to work at Four Seasons – Visit us:
Official Website: http://www.fourseasons.com/careers/