Guest Relations Supervisor

2 months ago

Toronto, Ontario, Canada Four Seasons Hotels and Resorts Full time

About Four Seasons:

Four Seasons Hotels and Resorts is a global leader in luxury hospitality, driven by a passion for delivering exceptional guest experiences. Our company culture is built on a foundation of teamwork, innovation, and a commitment to excellence.

About the Role:

The Guest Relations Supervisor will play a key role in supporting the Global Guest Relations team in delivering personalized, intuitive recognition to exceed top guests' expectations. This role will supervise a team of Coordinators & Specialists, providing strategies to retain guest loyalty and navigate escalations as they occur.

Key Responsibilities:

  • Supervise team members to assist with top guests' travel requests, administrative duties, and manage functions related to the GGR Elite team.
  • Provide direction and ongoing coaching with structured feedback, personal development, and motivate the team to meet & exceed goals for employee satisfaction as well as overall efficiency.
  • Ensure smooth communication and collaboration among cross-functional teams, between internal team members, hotel teams, and corporate departments with ongoing support for loyalty initiatives.
  • Support the team to confidently handle glitches and escalations with urgency and finesse while resolving the matter at hand.
  • 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.

Requirements:

  • 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).

What We Offer:

Four Seasons Hotels and Resorts offers a competitive salary, comprehensive benefits package, and opportunities for professional growth and development. We are an equal opportunities employer and welcome applications from diverse candidates.

Location:

This role is based in Ontario, Canada, but will require occasional travel to our offices in Toronto.

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