Guest Experience Manager- Four Seasons Hotel Madrid

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.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: A historic landmark with modern energy. History comes to life with modern energy at Four Seasons Hotel Madrid. In the very heart of the capital – within walking distance of all the key attractions – seven historic buildings have been transformed into one dynamic destination. With rooftop dining by Spanish celebrity chef Dani García, Asian-Mediterranean cuisine at our award-winning modern cocktail bar and restaurant Isa, and a four-level Wellness Centre with a sun-splashed pool terrace, Four Seasons is bringing a new level of luxury and service to locals and guests alike.About the role Reportingtothe Front Office Manager, the Guest Experience Manager willdeliveraseamless,personalizedguest experiencefrompre-arrivaltodeparture.Anticipatingneedsandensuringflawlessserviceacrossdepartments,you’llupholdthehigheststandardsofluxuryhospitality.Withwarmth,professionalism, and localexpertise,you’llcreatememorablemomentsthatinspire guestloyalty.  What you will do As a Department Head and Brand Ambassador, be highly knowledgeable of all hotel and facility information, hours of operation, key personnel, special activities, and functions in the hotel. Act, in the absence of Duty or senior management, in all matters concerning the safety, security and well-being of hotel guests. Prepare and attend weekly and monthly meetings such as Rooms, OPS, Morning, Quality, GroupResumeand other Dpt. Heads meetings. Lead and deliver training sessions organized byPnC:Glitchology. Lead and manage the full guest experiencedepartment, ensuring personalized service and flawless coordination frompre-arrival topost-departure. Organize the journey of our top VIPs including suite guests, Four Seasons Elite and High Returnguests and others, pre, during and post their stay. Send pre-arrival communications, block rooms according to preferences, and oversee VIP preparations and amenities. Collaborate with all departments (F&B,IRD,Concierge, Front Desk, Housekeeping) to deliver a seamless and anticipatory guest experience. Engage with guests throughout their stay, gathering feedback, resolving issues promptly, and ensuring all requests are met with care. Ensure Golden is kept updated with all guest preferences. Handle guest complaints and actively manage Glitches. Ensure guests are met ontime,and negative experiences are offset prior to departure. Promote hotel amenities, experiences, and local highlights to enhance the stay and drive guest satisfaction. CompleteManager’s checklist daily Helpand supervisethe GEX team with the checklist when needed and assist, in the presence of heavy volume, in the areas of Front Office, Concierge and Guest Services. Supervise the department's monthly expenses, ensure allfinance procedures arecorrectlytaken. Labor management: schedules, extrahourscontroletc. Conduct the monthly audit of supplier invoices,i.e.forflowers, L&F, etc. Control stock with the team, ordering supplies when needed throughBirchstreet. Provide guidance, coaching, and motivation to the Guest Experience team, fostering a culture of excellence and service passion. Conduct interviews and staff hiring when needed. Assistwith the on-boarding and training of new team members from internsto Asst. Managers Perform Annual reviews to the Asst. Managers as well as give feedback and guidance when needed. Assist the Asst. Managers with team annual reviews and communicating warnings, corrective actions and otherfeedback. Supervise team development and career aspirations Maintain strong relationships with vendors and partners,leveraginglocalexpertiseto curate unique, memorable experiences. Monitor and report on guest satisfaction trends, feedback, and performance metrics to support continuous improvement. MonitorQualtricsseeking improvement. Reply toGooglenegative reviews, TripAdvisorreviewsand Booking.com. Follow guidelines. Follow up with Global GEX projects and initiatives launched or driven by Corporate Team. Participate actively in other Global Guest Experience calls / meetings. What you bring Minimum3years of luxury hotel experience in Front Desk, Guest Experience or Concierge. Have fluency in English andSpanish Minimum 1 year managing amedium- sizedteam Must have experience in Opera Strong leadership & organizational skillsrequired Excellent communicationandinterpersonalabilities Foster creativity Problem-solving and conflict-resolution skills Skilled in active listening and providing constructive feedback to support team development. 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(Employee Travel Program). Complimentary Dry Cleaning for Employee Uniforms. 50naturaldays of vacation,and theday of the birthdayfree. Complimentary Private Health insurance. Complimentary Employee Meals. Schedule & Hours: This is a full-time position. This rolemightoperateon a rotating shift basis,covering morningandevening shifts throughout the week, including weekends.