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Guest Relations Supervisor
4 months ago
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:
Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company's commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.
Guest Relations Supervisor (Remote)
The Guest Relations Supervisor (Remote) role will serve to support in all aspects of the Four Seasons Top Guest journey. As the Global Guest Relations team grows and exciting initiatives move forward, this person will play an integral part in the future developments of our corporate loyalty structure with the responsibility of supervising a team of Coordinators & Specialists. Further to this scope, the ideal candidate will provide strategies to retain guest loyalty and to navigate escalations as they occur.
Growing & fostering guest relationships with the ability to deliver personalized, intuitive recognition to exceed top guests' expectations as they travel the brand is integral to this role. The ideal candidate will deliver a strong focus on revenue growth and proactive selling in conjunction with a solid background in implementing effective sales strategies.
In addition, they will be closely working with our global Four Seasons properties, Loyalty & Insights, the Director/Manager of Global Guest Relations, and our Worldwide Reservation Office, among other key stakeholders. This role will frequently be assessing how to evolve the team's tools to empower their capability to best drive the guest experience.
This role will provide quantitative & qualitative analysis to collect feedback identify opportunities and develop new initiatives to enhance the top guest journey. In partnership with the Commercial teams, they will assess and propose opportunities that are financially and operationally viable.
What You'll Be Doing:
Project & People Management
- Supervises team members to assist with top guests travel requests, administrative duties, and manage functions related to the GGR Elite team. Oversees and directs the day-to-day activities of GGR Elite Coordinators & Specialists.
- Provide direction and ongoing coaching with structured feedback, personal development. The Supervisor will work to motivate the team to meet & exceed goals for employee satisfaction as well as overall efficiency.
- Maintain and distribute GGR schedule, manage leave requests and PTO balances.
- Ensure smooth communication and collaboration among cross-functional teams, between internal team members, hotel teams and corporate departments with ongoing support for loyalty initiatives, ensuring seamless execution across the Four Seasons ecosystem.
- Provide support and guidance for Lead Agents, Reservation Sales Specialist, and Email Specialists covering the Elite line resulting in a seamless guest experience.
- Ensure that Corporate & On Property team members obtain the appropriate training, development, and support to best apply their knowledge and skills on the job.
- Provide support to the GGR Director and Manager.
Performance Measurement and Insights
- Supporting the team to confidently handle glitches and escalations with urgency and finesse while resolving the matter at hand.
- Demonstrates creativity when developing solutions to issues or problems and encourages open-minded responses to problems.
- Analyze the impact of loyalty initiatives on the guest experience and commercial KPIs to translate loyalty concepts to business requirements within financial and personnel requirements.
- Create easy to use and functional methods for accurate data collection & retention.
- Track and report for guest strategy & new Loyalty initiatives (Events, collaborations, S&D, etc.) to present recommendations for future activations.
- Present monthly progress report meetings.
- Review guest & hotel feedback surveys to best assess and implement next course of action.
- Collaborate with analytics to discover new groups to target with personalized service and present key learnings.
What You Bring:
- 5+ years with a minimum of 2-year experience in a leadership role (of a team of 5 or more) within reservations or front office in a luxury hospitality sales & customer service / loyalty experience.
- High proficiency in Excel and PowerPoint
- Experience using analytics and strategy preferred.
- Potential shift scheduling - rotating days and one weekend shift.
- Previous hotel experience with reservations, concierge and travel booking preferred.
- Exemplary business communication skills with fluency in verbal and written English. Bilingual language is preferred (Spanish, Arabic, French, Mandarin).
- Exceptional e-mail management and phone skills
- Thorough experience of Opera POS system
- Strong knowledge of Microsoft Office applications (Outlook, Teams, Word, PowerPoint and Excel)
- Familiarity processing all travel related invoices.
Who You Are/Key Skills:
- People oriented, excellent interpersonal skills, and works well in a team environment.
- Ability to think critically with sound judgement and problem solve guest concerns or questions
- Impeccable integrity representing a luxury brand to ensure maximum confidentiality and discretion while maintaining professionalism.
- Reliable and flexible with a sense of urgency when needed.
- Professional and able to maintain composure in handling complaints.
- Ability to learn quickly and multitask while adapting and prioritize conflicting demands in an often changing environment
- Have a guest centric mindset and encourage others to have the same focus.
- Exceptional in organizing and keeping track of reservations, outstanding follow ups, and expenses.
- Strong attention-to-detail with a focus on delivering quality while meeting deadlines.
- Flexible and punctual with scheduling
This position is remote based in Ontario, Canada but will be required to come in on occasion approximately 4 times per month to our offices at 1165 Leslie Street, Toronto, Ontario #LI-Remote
Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.
