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About the Role

The Guest Experience Manager is responsible for delivering exceptional, personalized service to VIP, Special Attention, Profile, and Extended-Stay guests. This role oversees the guest arrival and departure experience, proactively anticipates guest needs, and serves as a key liaison between departments to ensure seamless service delivery in alignment with Four Seasons standards, culture, and policies.

Responsibilities

• Proactively manage all VIP and Special Attention guest interactions via email, phone, chat, and in person, delivering the highest level of hospitality and discretion.
• Conduct pre-arrival outreach, review guest profiles, itineraries, and preferences, and personalize the guest journey from arrival through departure.
• Meet, greet, and escort selected guests in the driveway and lobby; ensure a visible management presence during peak arrival periods.
• Respond promptly and accurately to guest requests, complaints, and service recovery situations, ensuring resolutions align with Four Seasons standards.
• Support and manage guest-focused programs such as Extended Stay, Children’s Amenities, and specialty suite standardization.
• Partner with Front of House leadership to reinforce Four Seasons culture, service excellence, and core standards.
• Ensure compliance with all Four Seasons Category One and Two Work Rules and Standards of Conduct.
• Utilize hotel systems and software to accurately document guest preferences, special arrangements, and billing details.

Requirements

• Excellent personal presentation, with strong interpersonal skills and a warm, welcoming demeanor
• Positive attitude and professional presence in all guest and team interactions
• Exceptional communication skills, including reading, writing, and oral fluency
• Strong emotional intelligence, diplomacy, and the ability to build meaningful relationships
• High attention to detail with the ability to multitask effectively in a fast-paced environment
• Proven ability to manage complex service recovery situations with professionalism and sound judgment
• Analytical mindset with proficiency in guest experience systems and data tools
• Demonstrated ability to lead cross-functional teams and influence without direct authority
• Adaptable and flexible approach in a guest-focused, dynamic environment
• Flexible schedule with availability to work varied days and times based on operational needs
• Minimum of three years of progressive leadership experience in luxury hospitality
• Proven expertise in Guest Experience, Front Office, Concierge, or Rooms Division leadership

Skills

• Knowledge of multiple languages is a plus

Location

• San Francisco

Work Type

• Full-time

Experience Level

• 3+ years of progressive leadership experience in luxury hospitality

Education Level

• College degree preferred, ideally in hospitality or a related field

Salary/Compensations

• $82,900 - $85,500

Benefits

• Generous medical, dental & vision insurance plans
• 401k Retirement plan
• 8 weeks of New Parental Leave Pay
• Complimentary accommodation at other Four Seasons Hotels and Resorts
• Complimentary Employee Meals
• Paid holidays, vacation & sick days

About the Company

• 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.
• A sky-high urban retreat reimagined with panoramic bay view. Introducing our second Four Seasons Hotel in San Francisco, rising above downtown at 345 California Center.
• Enjoy unparalleled views from the top 11 floors of this 48-storey landmark providing breathtaking panoramas of the city and the bay.
• Discover this new Four Seasons experience – steps from Union Square, the Ferry Building and Fisherman’s Wharf, home to Pier 39.
• Our work environment pairs a strong commitment to excellent service and authentic experiences with an emphasis on creativity and innovation.
• We are looking for individuals with not only the right skills but also the right attitude for the role!
• Four Seasons can offer what many hospitality professionals dream of – an opportunity to build a life-long career with global potential and a real sense of pride in work well done.
• In line with our plans for future growth, we are committed to staff levels that are in keeping with our extraordinary staff-to-guest ratios.
• We believe that attitude counts as much as skill.
• As a result, Four Seasons hires 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.
• Dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality, Four Seasons can offer what many hospitality professionals dream of -the opportunity to build a life-long career with global potential and a real sense of pride in work well done.

Equal Opportunity

• Four Seasons is an Equal Opportunity, Affirmative Action employer.
• Minorities, women, veterans, and individuals with disabilities are encouraged to apply.