Customer Experience Manager
hace 21 horas
**About Four Seasons Hotels Ltd.**
We are a collective of individuals who strive for excellence and provide exceptional service to our guests, residents, and partners. Our team members around the world create unforgettable experiences through a commitment to luxury with genuine heart.
**Job Summary**
We seek a Customer Experience Manager who shares our passion for delivering exceptional guest experiences. As a key member of our Front Desk team, you will be responsible for ensuring that our guests have a smooth and pleasant stay.
**Key Responsibilities:**
* Welcome and register hotel guests, explaining the accommodations and establishing credit or method of payment.* Check guest out of the hotel, preparing and explaining the bill.* Respond to a wide variety of guest requests by accurately assessing their needs and adding personal recommendations to achieve maximum customer satisfaction.* Assist in managing the Front Desk team, ensuring guests have a seamless experience throughout their stay.* Ensure rooms are cleaned to Four Seasons Lead with Care standards, manage labor and expense budgets, and assist in the Front Office.* Work with guests pre-arrival and in-house to ascertain preferences and provide insightful recommendations.* Process packages, faxes, messages, and mail in an accurate and timely manner.* Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.* Resolve guest complaints; assist guests in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.* Interact with guests via phone, email, and messaging applications.* Utilize software programs such as Opera to ensure proper billing and tracking of guest requests.* Perform other tasks or projects as assigned by management.
**Preferred Qualifications and Skills:**
* Previous Front Desk or Front Office experience, preferably in a luxury environment.* Strong communication skills and ability to adapt to constant change within the hotel.* Ability to work rotating shifts and may require changes based on Hotel's occupancy.* Excellent problem-solving skills and attention to detail.* Good communication skills - reading, writing, and oral proficiency in English language.* Proficiency in Excel and knowledge of OPERA system preferred.
**What We Offer:**
* A dynamic employee culture where you can be your true self* Inclusive and diverse employee engagement events* Exclusive discount and travel programs with Four Seasons Hotels and Resorts* Comprehensive learning and development programs* And so much more...
$60,000 - $80,000 per year (estimated salary)
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