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Guest Experience Manager
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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:
The Four Seasons Resort Mallorca is perched on the spectacular Formentor Peninsula and backed by panoramic vistas of the Mediterranean and the surrounding landscapes. The hotel was originally opened in 1929 within an expansive private estate and is currently undergoing restoration and renovation, scheduled to open its doors as a Four Seasons resort in June 2024.
The Role of Guest Experience Manager:
The Guest Experience Manager is an integral part of the Guest Experience Team whose main objective is to ensure our guests are well looked after from the start. As the first and last impression of the hotel, this high-profile department carries a special responsibility. They 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. They handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolving customer complaints; assisting customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Interaction with guests will be in person and by phone. They coach staff to achieve Core and Service Culture standards, conduct performance reviews, and discipline staff as needed.
Our Ideal Guest Experience Manager will have:
We are looking for individuals who have knowledge of Front Desk Operations with good communication skills. Speaking, writing, and reading English and Spanish is required. A positive attitude and willingness to learn is a must. This position requires an applicant with a flexible schedule and the ability to work all shifts, weekends, and holidays. A minimum of one year of previous Front Office experience is required. Must have the right to work in Spain.
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