Supervisor, Guest Experiences

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:
Pagoda-style pavilions rise amidst exquisite gardens and ponds. With personalised hospitality, Four Seasons provides an unrivalled experience of China’s timeless beauty. Four Seasons Hotels and Resorts is a world-leading luxury hotel management group. As a key member of the group, Four Seasons Hotel Hangzhou at West Lake has been awarded the great honor of a five- star hotel in Forbes Travel Guide 2016 to 2022. As the ancient saying goes, “In the universe, there is heaven; on earth, there is Hangzhou.” Set along the banks of the fabled West Lake, our hotel is a tranquil enclave woven with ponds, courtyards surrounding picturesque Chinese gardens, willow trees and mist-covered lagoons. Wake to views of mountain peaks, ancient temples rising from the greenery or the very waters that have enchanted poets, explorers and emperors for centuries. Start with a cup of Longjing tea in our Lobby Lounge before picking up your bicycles and heading out to explore the city, then come back for a soothing treatment in our chinoiserie-filled Spa, followed by dinner in one of Jin Sha’s private-dining rooms.

About the role:

Assist the Assistant Manager, Guest Experience, in ensuring guests feel valued, receive personalized care, and enjoy a seamless and memorable experience from check-in to check-out. The role also involves cross-departmental coordination (Rooms, Food & Beverage, Engineering, Security, etc.), driving continuous service improvement, and upholding the brand image.

What you will do:

To have knowledge of the operational systems at Front Office.

- To have knowledge of Four Seasons standard operating policies and procedures.

- Ensures guest preferences are collected and action upon in order to delight our guests.

- Actively obtains feedback from guests and inform the relevant departments the actions taken to rectify the feedback and to ensure guests’ satisfaction.
- Ensures all interactions with guests and telephone calls are handled professionally and with care adhering to hotel policies and procedures.

- Develops and instill the philosophy amongst staff to exceed guest needs at every point of contact.
- Ensures that all guest glitches are handled efficiently and politely.

- Update guest history remarks (Opera system) for any guest complaint or comments to make sure delighted service presentation upon next arrival.
- Is familiar with all happening in the hotel, arrivals, departures and see-offs of guests staying in-house.

- Checks all “Profile of Guest Preference” requests and preferences are acted upon prior to guests’ arrival.

- Works with Front Office Rooms Controller to pre-assign rooms for all The VIP reservations, taking note of special requests and early arrivals.

- Performs in room/on bus express check-ins and checkouts promptly and efficiently according to standards.

- Keeps abreast with local happenings and provide accurate information and directions to guests.

What you bring:

- Minimum 3 years’ experience in related position with Four Seasons or other organization

- Being calm and patient and be of service passion. Team player. Being fair and responsible. Be passion and love working.

- Requires knowledge or the ability to operate computer equipment including word processing and spreadsheet software.

- Logic, eye for details, approachable and willing to help

- Has a working knowledge of Four Seasons cultural and core standards, policies, and standard operating procedures

- Has strong leadership and interpersonal skills, is able to prioritize and adapt to the changing needs of the operation

- Has proven ability to manage multiple priorities with lean resources while delivering high-quality results

- Requires reading, writing and oral proficiency in the English and Chinese language

- Has a positive attitude with a generous and uplifting team approach
- Mandarin speaking is required.

What we offer:

- Competitive Salary, wages and benefits

- Excellent Training and Development opportunities

- Complimentary Accommodation at other Four Seasons Hotels and Resort

- Complimentary Dry Cleaning for Employee Uniforms

- Complimentary Employee Meals

- Employee activities

Schedule & Hours:

- This is a full-time position

- The working hours will primarily be early mornings and days, during weekdays and weekends.

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