Guest Experience Manager - San Francisco at Embarcadero

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:

A sky-high urban retreat reimagined with panoramic bay view. Introducing our second Four Seasons Hotel in San Francisco, rising above downtown at 345 California Center. Enjoy unparalleled views from the top 11 floors of this 48-storey landmark providing breathtaking panoramas of the city and the bay. Discover this new Four Seasons experience – steps from Union Square, the Ferry Building and Fisherman’s Wharf, home to Pier 39.

Four Seasons Hotel San Francisco at Embarcadero seeks a Guest Experience Manager to join our talented team! Don't miss this unique opportunity to be part of the world's leading luxury hotel company! The Guest Experience Manager is responsible for delivering exceptional, personalized service to VIP, Special Attention, Profile, and Extended-Stay guests. This role oversees the guest arrival and departure experience, proactively anticipates guest needs, and serves as a key liaison between departments to ensure seamless service delivery in alignment with Four Seasons standards, culture, and policies.

We invite you to join Four Seasons San Francisco at Embarcadero. Our work environment pairs a strong commitment to excellent service and authentic experiences with an emphasis on creativity and innovation. We are looking for individuals with not only the right skills but also the right attitude for the role!

Responsibilities Include (but are not limited to):

• Proactively manage all VIP and Special Attention guest interactions via email, phone, chat, and in person, delivering the highest level of hospitality and discretion. 

• Conduct pre-arrival outreach, review guest profiles, itineraries, and preferences, and personalize the guest journey from arrival through departure. 

• Meet, greet, and escort selected guests in the driveway and lobby; ensure a visible management presence during peak arrival periods. 

• Respond promptly and accurately to guest requests, complaints, and service recovery situations, ensuring resolutions align with Four Seasons standards. 

• Proactively manage all VIP and Special Attention guest interactions via email, phone, chat, and in person, delivering the highest level of hospitality and discretion.

• Conduct pre-arrival outreach, review guest profiles, itineraries, and preferences, and personalize the guest journey from arrival through departure.

• Meet, greet, and escort selected guests in the driveway and lobby; ensure a visible management presence during peak arrival periods.

• Respond promptly and accurately to guest requests, complaints, and service recovery situations, ensuring resolutions align with Four Seasons standards.

• Proactively manage all VIP and Special Attention guest interactions via email, phone, chat, and in person, delivering the highest level of hospitality and discretion.

• Conduct pre-arrival outreach, review guest profiles, itineraries, and preferences, and personalize the guest journey from arrival through departure.

• Meet, greet, and escort selected guests in the driveway and lobby; ensure a visible management presence during peak arrival periods.

• Respond promptly and accurately to guest requests, complaints, and service recovery situations, ensuring resolutions align with Four Seasons standards.

• Support and manage guest-focused programs such as Extended Stay, Children’s Amenities, and specialty suite standardization. 

• Partner with Front of House leadership to reinforce Four Seasons culture, service excellence, and core standards. 

• Ensure compliance with all Four Seasons Category One and Two Work Rules and Standards of Conduct. 

• Utilize hotel systems and software to accurately document guest preferences, special arrangements, and billing details. 

• Support and manage guest-focused programs such as Extended Stay, Children’s Amenities, and specialty suite standardization.

• Partner with Front of House leadership to reinforce Four Seasons culture, service excellence, and core standards.

• Ensure compliance with all Four Seasons Category One and Two Work Rules and Standards of Conduct.

• Utilize hotel systems and software to accurately document guest preferences, special arrangements, and billing details.

Preferred Qualifications and Skills:

• Excellent personal presentation, with strong interpersonal skills and a warm, welcoming demeanor

• Positive attitude and professional presence in all guest and team interactions

• Exceptional communication skills, including reading, writing, and oral fluency

• Strong emotional intelligence, diplomacy, and the ability to build meaningful relationships

• High attention to detail with the ability to multitask effectively in a fast-paced environment

• Proven ability to manage complex service recovery situations with professionalism and sound judgment

• Analytical mindset with proficiency in guest experience systems and data tools

• Demonstrated ability to lead cross-functional teams and influence without direct authority

• Adaptable and flexible approach in a guest-focused, dynamic environment

• Flexible schedule with availability to work varied days and times based on operational needs

• Knowledge of multiple languages is a plus

• College degree preferred, ideally in hospitality or a related field

• Minimum of three years of progressive leadership experience in luxury hospitality

• Proven expertise in Guest Experience, Front Office, Concierge, or Rooms Division leadership

Working at Four Seasons

Four Seasons can offer what many hospitality professionals dream of – an opportunity to build a life-long career with global potential and a real sense of pride in work well done. In line with our plans for future growth, we are committed to staff levels that are in keeping with our extraordinary staff-to-guest ratios. We believe that attitude counts as much as skill. As a result, Four Seasons hires motivated people who we train to perform superbly, while we create an environment where they can flourish. Ultimately, our culture breeds success, and rewards it in many different ways.

Four Seasons offers an award winning work environment and an excellent benefits package which includes:

• Salary $82,900 - $85,500

• Generous medical, dental & vision insurance plans

• 401k Retirement plan

• 8 weeks of New Parental Leave Pay

• Complimentary accommodation at other Four Seasons Hotels and Resorts

• Complimentary Employee Meals

• Paid holidays, vacation & sick days

Learn more about what it is like to work at Four Seasons – visit us:

http://jobs.fourseasons.com/

https://www.linkedin.com/company/four-seasons-hotels-and-resorts

https://www.facebook.com/FourSeasonsJobs

https://twitter.com/FourSeasonsJobs

We look forward to receiving your application!

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 - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf