Guest Relations Manager

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:

On the stunning southern coast of Mexico’s Baja peninsula, experience Cabo’s Golden Corridor with Mexican chic and a cool Mediterranean vibe. In the heart of all the action, the coveted community of Cabo Del Sol is home to our modern hacienda-style village, with sparkling ocean views throughout. Create magical memories as hearts beat to the rhythm of Mexican music, art and culture – embraced by the warmth of our Four Seasons “familia.”

Position: Guest Relations Manager

Be a part of something truly special! Join the pre-opening team of Four Seasons Cabo San Lucas at Cabo Del Sol. This ultra-luxury ocean-front resort will include 96 beautifully appointed guestrooms and 61 Residences, Amenities will include three restaurants, five bars, three pools, an open-air fitness center designed by celebrity trainer Harley Pasternak, Spa with ten treatment rooms and relaxation oasis, and The Clubhouse.

The management level for this position is: Operations – Department Head with local package.

The role of the Guest Relations Manager:

The Guest Relations Manager holds the responsibility of ensuring a seamless guest journey from pre-arrival to post-departure, collaborating with all departments within the hotel to deliver tailored experiences. The Guest Relations Manager will oversee the Guest Relations Agents, Hosts, Adventure Center and work side by side with the rest of the Front Office and Concierge teams. The Guest Relations Manager will implement strategies aimed at elevating the overall guest experience throughout the resort while also handling a designated host program for all top VVIPs, specialty suites and private retreats.

This position forms part of the Rooms Management team and acts as a manager on duty when senior management is not available and oversees the hotel lobby, arrival/departure experience, special attention/occasion guests and repeat guests. Is well versed to respond to a wide variety of guest requests and accurately assessing the guests needs and requests, focus on delivering personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons Policies.

Knowledge and Skills:

• At least 2-3 years of relevant work experience in Luxury Hotel.
• 1+ years of previous Rooms Division management experience required.
• Self-driven and a strategic resourcing professional.
• Able to work independently and under pressure in a fast-paced working environment.
• Good team spirit, multi-tasking, cooperative with good communication and interpersonal skills.
• Reading, writing and oral proficiency in both Spanish and English language.
• Requires ability to operate computer equipment and office equipment.
• Must be flexible with schedule - Able to work weekdays, weekends, holidays, evening shifts.
• Attention to detail.
• Able to multitask and prioritize workload and projects simultaneously and efficiently.

Master Your Craft:

1. Reviews and monitors schedules of staff within the department.
2. Interviews, trains, and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed.
3. Assists all Front Office activities in the absence of FOM in collaboration with RAMS and Manager on Duty.
4. Works closely with Front Office & Concierge to ensure a smooth arrival/departure experience which includes performing check-in and check-out responsibilities, handling of guest luggage, resident/guest deliveries, and special requests.
5. Directs staff. Ensures communications and follow-up on any problems, guest requests and/or special requirements.
6. Reviews daily arrivals to ensure proper handling of Elite Guests, HRG, Special Attention Guests and Group’s VIPs.
7. Acts as point of contact of repeat/special occasion and VIP guests from the pre-arrival to post stay.
8. Curates personalized experiences for guests in collaboration with the Guest Relations Team and other departments.
9. Resolve customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guests will be in person, chat and by phone.
10. Provide lobby presence during high occupancy, and peak arrival and departures of guests, groups, and events.
11. Leads Operational Meetings and communicates special requests, itinerary details, etc. in order to demonstrate a sense of anticipatory service for our guests.
12. Work closely with ADOR and other departments to prepare for high season activations and special events throughout the year.
13. Assists Guest Services Team during crunch times which may include lifting as well as operating motor vehicles.

What to Expect:

• Be part of a caring team with a family spirit.
• Have opportunities to build a successful career with global potential.
• Work in a diverse and challenging environment and engage with the leadership team.
• Be recognized for your accomplishments.

About Four Seasons Hotels & Resorts:

Four Seasons Hotels and Resorts opened its first hotel in 1961 and its story is a tale of continual innovation, remarkable expansion and a single-minded dedication to the highest of standards. For over 50 years, Four Seasons has transformed the hospitality industry by combining friendliness and efficiency with the finest traditions of international hotel keeping.

Service Culture:

Currently operating 126 hotels and resorts, and 45 residential properties in major city centers and resort destinations in 47 countries, and with more than 50 projects under planning or development, Four Seasons consistently ranks among the world's best hotels and most prestigious brands in reader polls, traveler reviews and industry awards. Our greatest asset, and the key to our success, is our people. We believe that each of us needs a sense of dignity, pride, and satisfaction in what we do.

What it is Like to Work for Four Seasons Hotels & Resorts:

At Four Seasons, we guide all of our actions by the Golden Rule: “Treat others the way you would like to be treated.” Here, you will get to work on a team that is built on mutual respect, collaboration, excellent service and a passion for service. As a luxury brand, your work will be also guided by very strict standards to ensure a high level of quality and service at all times. Expect to work hard but have fun and learn along the way, taking your career, experience and skills to the next level. As an added bonus, working with Four Seasons gives you the opportunity to work for an international company and travel all over the world while staying at incredible properties for free!

Learn more by visiting us at:

Company Site: www.fourseasons.com

Our Careers: Four Seasons Careers

LinkedIn: Four Seasons LinkedIn

Facebook: Four Seasons Facebook

Twitter: Four Seasons Twitter

We look forward to receiving your application!

******Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview.******