Guest Experience Supervisor
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Guest Experience Supervisor

Four Seasons



Guest Experience Supervisor

À propos du poste

Guest Experience Supervisor

Our Brand Promise: 
At Four Seasons, life is richer when we truly connect to the people and world around us. Whether you work, stay, live or discover with us, our purpose is to create impressions that will last a lifetime.

Our Promise To You: 

To create a culture and a work ethic based on the Golden Rule, giving our people a framework to pursue a superior international service culture.  

What Makes Us Unique: 

Rolling foothills and postcard-worthy views of sun and surf surround our idyllic Residence Club, where families and pleasure-seekers of all ages come to play. Tucked away in the laid-back coastal town of Carlsbad, California, just half an hour north of San Diego, Carlsbad offers miles of uncrowded beaches and some of the best golf courses in North America.  

The Residence Club is located in the master planned community of Aviara, in the city of Carlsbad.  Today, business travelers, families, friends and couples continue to flock to this destination. Combining unmatched Four Seasons service with the ultimate in style, comfort and attention to detail, the Residence Club offers the perfect accommodation for those who want to experience the very best amidst an idyllic setting.  Our team is built on mutual respect, collaboration, excellent service and a passion for owner and guest experiences.  Four Seasons provides employees with the same level of care that we give our guests and owners.

Role Summary:

The Guest Experience Supervisor is responsible for delivering the highest-quality owner and guest, experience for the resort by directly supervising the execution of the guest experience and guest relation for the Residence Club.  

In this role:

  • Drives service and recognition throughout the day-to-day operations
  • Ensures VIPs are provided exceptional service
  • Provides operational support when needed
  • Executes guest recognition, with a focus on the overall guest experience
  • Supports all owner/guest experience initiatives throughout the property and collaborates with Guest Experience Manager and residence club leaders

What We Expect:

Job Duties include but are not limited to:

  • Monitor in-house guests, create touch points for interaction by using multiple residence club operating systems (Opera, Concierge Smart/Assistant, Open Table, Book4Time, FS@Home)
  • Work with VIPs pre and post stay to build connections, plan and arrange details
  • Collaborate with Guest Experience Manager in leading Weekly VIP Meeting to ensure property awareness for upcoming arrivals
  • Connect with guests and ensure guest concerns are responded to immediately and support departments to resolve the issue to the guest’s satisfaction in a timely fashion
  • Build, clean and audit reservations
  • Provide operational support in crunch situations
  • Perform VIP villa walkthroughs to include coordinating amenity placement through In Villa Dining team
  • Provide additional operational presence and connections with Owners/guests by walking property and pools
  • Respond and follow up to Medallia responses
  • Create bespoke itineraries for VIP and extended stay guests
  • Operational point of contact for Groups and Resumes with Guest Experience Manager
  • Ideate quarterly with the Sales & Marketing team to enhance the guest experience
  • Perform Standards Testing and on the spot coaching across all departments to ensure the highest level of service
  • The core competencies required to perform these duties include strong interpersonal skills, effective written and verbal communication, teamwork across multiple disciplines, multitasking under pressure, and the ability to adapt quickly within a dynamic, demanding environment
  • Promote Residence Club goals and encourage compliance of Four Seasons benchmark standards across the residence club
  • Oversight of Activities and Experiences on property for both adults and children
  • All other duties as assigned by management


Ideal candidate will have:

  • Front Desk, Reservations and Concierge experience preferred
  • Experience in and understanding of luxury resort operations
  • Demonstrated team work, excellence in executing, analyzing results (Medallia, LQA, etc.)  and building guest relations

We Offer:

  • Hourly Rate: $23.50
  • Medical, Dental, Vision, Employee Assistance Program, and 401k Retirement Plan
  • Sick Pay, Holiday Pay, Disability Coverage and Life Insurance
  • Exclusive discount and travel programs with Four Seasons Hotels and Resorts
  • Complimentary Employee Meals
  • Comprehensive learning and development programs to help you master your craft.
  •  Inclusive and diverse employee engagement events all year-round

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 -

Guest Experience Supervisor


Temps plein, Indéfini

Date de début du contrat:Dès que possible

Date d'entrée en fonction (au plus tard):

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