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About the Role

The Global VIP Guest Supervisor oversees the day-to-day operations of the Global VIP Guest team, ensuring the delivery of exceptional, personalized experiences for the brand’s most valued guests. This role focuses on coaching and developing Advisors and Specialists, maintaining service consistency, and providing real-time support on escalations in partnership with the Global VIP Guest Manager and global property teams.

Responsibilities

Supervise and direct the daily activities of Advisors and Specialists, ensuring high-quality execution of guest requests and service delivery.
Lead onboarding and training of new hires, ensuring team members are equipped with the tools, knowledge, and service standards required to succeed.
Provide ongoing coaching, structured feedback, and real-time guidance to support team performance and development.
Oversee operational processes including team scheduling, PTO tracking, and workflow management to ensure appropriate coverage and efficiency.
Support the execution and adoption of tools, systems, and phone platforms, ensuring the team is effectively utilizing technology.
Ensure accurate data collection in support of pilot programs, guest insights, and operational initiatives, escalating trends and gaps to leadership.
Oversee daily team workflow, including guest requests, reservations, follow-ups, and inbound/outbound communications.
Manage team scheduling, PTO requests, and coverage to maintain operational continuity.
Administer and support the team’s phone systems and queues, ensuring service levels and response standards are achieved.
Conduct onboarding sessions and ongoing training to reinforce service standards, systems knowledge, and guest experience expectations.
Provide real-time coaching and support to team members on guest interactions, service recovery, and complex scenarios.
Handle escalated guest and property concerns, ensuring resolution aligns with brand standards and guest expectations.
Coordinate with property teams to confirm VIP arrangements, preferences, and special requests.
Track and validate data inputs related to pilot programs, guest insights, and operational reporting requirements.
Collaborate with leadership to surface trends, feedback, and opportunities for process or service improvements.

Requirements

Strong coaching and interpersonal skills with the ability to support and develop team members in a fast-paced environment.
Proven ability to deliver exceptional guest service in a luxury or high-touch environment.
Sound judgment and problem-solving skills, with the ability to manage escalations calmly and effectively.
Highly organized with strong attention to detail, particularly in managing schedules, systems, and data accuracy.
Comfortable working with technology and systems, with the ability to support adoption and troubleshoot where needed.
Ability to manage multiple priorities and adapt quickly in an evolving operational environment.
Professional, discreet, and confident when handling sensitive guest situations.
Collaborative, reliable, and team-oriented with a strong sense of accountability and ownership.

Skills

Coaching
Interpersonal skills
Guest service
Problem-solving
Organization
Attention to detail
Technology and systems proficiency
Adaptability
Discretion
Confidence
Collaboration
Reliability
Team-oriented
Accountability
Ownership

Location

Toronto, Ontario

Work Type

Hybrid
Contract

Experience Level

Supervisor

Salary/Compensations

$75,000 - $85,000 CAD

About the Company

Four Seasons is powered by its people, fostering a culture of continuous improvement and mutual respect.
The company is dedicated to creating exceptional guest experiences through a world-class employee experience and culture.
Four Seasons manages over 130 hotels and resorts and 50 private residences in 47 countries.
The company is committed to supporting cancer research and advancing diversity, inclusion, equality, and belonging.
Four Seasons offers the opportunity to build a lifelong career with global potential and a sense of pride.

Equal Opportunity

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.