Guest Experience Supervisor

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.

Your West Coast home away from home. Rolling foothills and postcard-worthy views of sun and surf surround our idyllic Residence Club, where families and pleasure‑seekers of all ages come to play. Tucked away in the laid‑back coastal town of Carlsbad, California, just half an hour north of San Diego, it offers miles of uncrowded beaches and some of the best golf courses in North America.

Allow our pre‑arrival Concierge to stock your villa’s kitchen fully, sign up for group classes in our open‑air Yoga Pavilion and stay as long as you’d like.

At Four Seasons Residence Club Aviara, the Guest Experience Supervisor is responsible for delivering the highest‑quality owner and guest experience for the Residence Club by directly supervising the execution of the guest experience and guest relation.

• Drive service and recognition throughout the day‑to‑day operations.
• Ensure VIPs are provided exceptional service.
• Executes guest recognition, with a focus on the rental guest (VIP Owners – depending on cost allocation with owner vs rental) experience.
• Support all owner/guest experience initiatives throughout the property and collaborates with Experience Manager and residence club leaders.
• Monitor in‑house guests, create touch points for interaction by using multiple residence club operating systems (Opera, Concierge Smart/Assistant, Open Table, Book4
  
  Time, FS@Home).
• Work with VIPs pre and post stay to build connections, plan and arrange details.
• Collaborate with Guest Experience Manager in leading Weekly VIP Meeting to ensure property awareness for upcoming arrivals.
• Connect with guests and ensure concerns are addressed promptly and support departments to resolve the concerns to the guest’s satisfaction in a timely fashion.
• Build, clean and audit reservations.
• Perform VIP villa walkthroughs to coordinate amenity placement through In Villa Dining team.
• Provide additional operational presence and connections with owners/guests by walking property and pools.
• Respond and follow up with Qualtrics responses.
• Create personalized itineraries for VIP and extended stay guests.
• Operational point of contact for Groups and Resumes with Guest Experience Manager.
• Ideate quarterly with the Sales & Marketing to enhance the guest experience.
• Perform Standards Testing and on the spot coaching across all departments to ensure the highest level of service.
• Promote Residence Club goals and encourage compliance of Four Seasons benchmark standards.
• Oversee activities and experiences on property for both adults and children.
• Perform other tasks or projects as assigned by Residence Club management.

• Reading, writing and oral proficiency in the English language.
• 6 months experience in Front Desk, Reservations and/or Concierge role in luxury resort operations.
• Strong interpersonal skills.
• Ability to multitask under pressure and adapt quickly within a dynamic environment.
• Demonstrated teamwork, excellence in executing, analyzing results (Qualtrics, LQA, etc.) and building guest relations.

• Hourly Rate: $26.55
• 401(k) Retirement Savings Plan
• Excellent training and development opportunities
• Exclusive discount and travel programs with Four Seasons Hotels and Resorts
• Complimentary dry cleaning for employee uniforms
• Complimentary employee meals.

• Full time
• Early mornings, days, evenings, weekends and holidays

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 (Use the "Apply for this Job" box below)..