Hiring.fm
Four Seasons

Guest Experience Supervisor

Denver Full time

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:

An urban retreat in the heart of the Mile High city. Plan a getaway at our elevated mountain metropolis. Explore a variety of sporting events and concerts across the Mile High City, feel the warmth of family-friendly performing arts classics or hit the slopes just a short drive away from Four Seasons Hotel Denver. Stay in for the quiet nights with 24-hour room service, savour locally sourced ingredients prepared by classically trained chefs, slip into bliss with handcrafted cocktails at EDGE Restaurant & Bar or unwind at our spa with a selection of rejuvenating treatments.

About the Role: 

As a Guest Experience Supervisor, you will play a pivotal role in ensuring that our guests have a seamless and memorable stays at FS DEN. Being a crucial part of guest experience journey, your primary responsibility will be overseeing and coordinating all aspects of a guest's stay experience, from anticipating their needs during pre-arrival, to exceeding their expectation during their stay with us. Your ability to deliver warm, welcoming and personalized service will be instrumental in elevating guest satisfaction with brand loyalty. 

What you will do:

VIP Guest Management

  • Develop and maintain relationship with GEM guests and VIP guests, ensuring all their preferences are notated and provided during their stay with us. Including special arrangements and personalized services. 

  • Assist with VIP guest room reservations, room assignments and check in. 

Guest Relations/Concierge

  • Addressing VIP guest inquires, concerns and feedback promptly and professionally. Such as concierge requests and transportation requests. 

  • Coordinate efforts across departments to create lasting memories for guests celebrating special occasions. 

  • Coordinate the meet and greet for VIP arrival
     

Guest Experience Enhancement

  • Assisting GEM with implementing guest recognition programs and initiatives, including but not limited to pre-arrival communication, handwritten welcome notes, arranging personalized amenity. Mid stay check, and post departure communication

  • Collaborate with various departments to ensure seamless guest experience across all touch points. 
     

Problem Resolution

  • Demonstrate effective problem resolution skills and handle challenging situations with poise and tact, focused on a solution-oriented approach, and a commitment to guest satisfaction 
     

Quality Assurance

  • Assisting GEM with regular evaluation of guest interactions and feedback to identify trends and areas for improvement. 

KNOWLEDGE AND SKILLS:

  • Minimum 2 years of luxury hotel experience in Front Desk, Guest Experience or Concierge.

  • Experience in Concierge and PBX is highly preferred

  • Must have experience in Opera

  • Skilled active listening and problem solving. 

  • As our hotel is open 24/7, 365 days a year, we expect our Guest Experience Supervisor to be flexible in working mornings, evenings, weekends, and holidays.

Comprehensive Benefits

  • Hourly rate $25.24

  • Anticipated to hire someone by November 30th, 2025

  • Medical, dental, and vision insurance

  • Paid Time Off and Vacation Pay

  • 401k participation with company matching program

  • Complimentary stays at Four Seasons worldwide, subject to availability

  • Discounted RTD Flex Pass 

  • Free shift meal prepared by the culinary team

  • Complimentary cleaning of employee uniforms

 

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf