Guest Experience Manager

Join to apply for the Guest Experience Manager role at Four Seasons Hotels and Resorts. Four Seasons is powered by our people. We are a collective of individuals who crave becoming better, pushing ourselves to new heights and treating 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 the new, 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 Join the award‑winning team at Four Seasons Resort and Residences Whistler, honored as the #1 Resort in Canada by Condé Nast Traveler and recipient of Two MICHELIN Keys – a prestigious recognition of exceptional hospitality. We are also proud to be home to Canada’s Best Resort Spa 2024 (World Spa Awards), a reflection of our dedication to thoughtful, elevated guest experiences. At Four Seasons Whistler, we turn moments into memories – not only for our guests, but for our employees too. Grounded in teamwork, service excellence, and integrity, we foster a culture where thoughtful service and genuine connection create unforgettable experiences every day. About the Role The Guest Experience Manager will deliver a seamless, personalized guest experience from pre‑arrival to departure. Anticipating needs and ensuring flawless service across departments, you’ll uphold the highest standards of luxury hospitality. With warmth, professionalism, and local expertise, you’ll create memorable moments that inspire guest loyalty. Responsibilities Send pre‑arrival emails to provide upscale guest service throughout the stay and ensure rooms are blocked according to guest preference. Oversee the whole experience including guest arrival and departure, recognize guest preferences prior to arrival, and ensure billing accuracy. Walk VIP rooms and ensure that all preferences have been met along with amenities. Coordinate and liaise with various departments (F&B, Concierge, Front Desk, Guest Services) to deliver the highest level of guest experience. Ensure accuracy of guest itineraries. Assist with any Concierge enquiries and respond to all guest requests accurately and promptly, both in person and by phone. Utilize Golden to maximize guest recognition and satisfaction. Promote all hotel amenities and programs and extend assistance to ensure reservations are made. Assist in leading, training, motivating, and developing the team for success, cultivating a strong culture. Develop connections with guests, gather feedback about their stay or specific issues, and actively seek solutions to resolve problems. Actively listen and fully resolve complaints in a timely manner. Follow up during guest stay about their experience, meeting guests in lobby and restaurant when possible. Assist in maintaining good relationships with outside vendors by organizing product‑knowledge sessions. Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. Share curated local tips and seasonal highlights during guest interactions, staying aware of Whistler village events, trails, dining options, and wellness experiences. Lead and curate unique guest experiences based on preferences and stay history to create loyalty. This list is not all‑inclusive and should only be used as an overview of all actual responsibilities. Qualifications Minimum 3 years of luxury hotel experience in Front Desk, Guest Experience, or Concierge. Experience in Concierge highly preferred. Minimum 1 year of managing a team. Must have experience in Opera. Strong leadership and organizational skills required. Excellent communication and interpersonal abilities. Problem‑solving and conflict‑resolution skills. Skilled in active listening and providing constructive feedback to support team development. What We Offer Salary Range: $68,500-$72,500 Housing Allowance Winter Leisure Pass; ski pass or leisure benefit Use of the fitness facility Medical, dental and sick leave coverage Employee travel program; complimentary and reduced rates at other Four Seasons resorts Excellent training and development opportunities Complimentary meal per shift in the employee dining room Employee recognition programs Dry cleaning services Schedule & Hours As our hotel is open 24/7, 365 days a year, we expect the Guest Experience Manager to be flexible in working mornings, evenings, weekends, and holidays. Learn More Learn more about what it’s like to work for Four Seasons: http://fourseasons.com/careers https://www.linkedin.com/company/four-seasons-hotels-and-resorts https://www.youtube.com/watch?v=lzq78MIkT2s&t=3s Learn More About Four Seasons Whistler On Social Media Instagram: @FSWhistler Twitter: @FSWhistler Facebook: https://www.facebook.com/FourSeasonsResortWhistler/ Our organization is an equal‑opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of gender, ethnicity, religion, sexual orientation, age, disability or any other basis protected under provincial or federal laws. #J-18808-Ljbffr