Job Description

Guest Experience Manager, Four Seasons Jet

We are looking for a full-time Four Seasons Global Guest Experience Manager who will assist in operationalizing tailored itineraries for Four Seasons Private Jet guests, providing them with the highest level of customer service while assisting with all planning requests to customize the travel experience.

This role is responsible to assist the Director of Guest Experience, Private Jet for driving and managing all guest-related elements of multiple trips, handling pre- and post- trip documentation and communication of trip details, managing and answering guest questions, tour options, and upgrades to current and returning guests. Manager will be expected to act as Onboard Concierge as well as lead trips as scheduled, and assist as the primary point of contact for guests from the time of booking through trip completion. There could be other travel required in preparation for future trip itineraries, or to support the business in other ways. Reporting to Director of Guest Experience (DOGE).

Responsibilities

• Manage the guest experience from time of booking until trip departure and throughout the journey.
• As required assist and lead the trips (minimum of 4-6 a year) as assigned by the DOGE and work in collaboration with all Four Seasons parties to identify the Concierges from the field who will be required for the journeys.
• Maintain complete knowledge of all itineraries including destinations, modes of transportation, travel insurance, financial details, optional experiences, inclusions, and extra services.
• Act as a main point of contact for guests once they book, answering questions and acting on the request, and supporting the TCS Guest Services Team for guest needs.
• Contact guests by phone and email in advance of trip start dates to introduce as main contact.
• Work with the DOGE and the TCS team as required to develop, proofread, and prepare all written materials.
• Identify and communicate guest preferences and ensure delivery on opportunities for customization.
• Coordinate with the "TCS Director of Guest Services" on visa requirements.
• Work closely with each guest to prepare his or her individual itinerary leveraging deep knowledge of all trip offerings.
• Help arrange all individual private activities with TCS Guest Services Team such as spa, golf, and dining directly with each hotel. Track all bookings including date, time, cost, cancellation policy and other relevant information.
• Assist the DOGE as needed to update options and activities offered in each destination.
• Update the DOGE regularly on all pre-booked activities. Ensure he or she is fully aware of all activities confirmed in advance before handing guests off to the DOGE or the onboard concierge at journey departure.
• Be prepared to travel on trips as needed and to all trip departure points if required.
• Prepare concise accurate information for journey staff and journey books.
• Onboard and managing any taskforce/ field assistance employees help to support the jet programs

Operational Enhancements

• Work with the DOGE and TCS to provide a seamless "Four Seasons Experience" throughout the entire program (i.e.: on jet, transfers, meals, land activities etc.).
• Assist the DOGE to review and evaluate all operational details for journeys. This includes analysis to ensure TCS is creating the best possible experience for the guest in line with Four Seasons standards.
• Seek out world class touches from around the globe that can be implemented into Four Seasons programs.
• For new itineraries, follow the lead of the DOGE to support as needed the development of new itinerary offerings.
• Work with the DOGE to select and improve pillow gifts for future journeys. Use feedback from journey reports and review all options provided by both hotels and the local DMC.
• Work with the DOGE and TCS team to update and improve the "Four Seasons Touches" as needed. These touches include "Chef's Table", "General Manager's Welcome Reception", and welcome and departure amenities.
• Assist the DOGE on pre-con calls with all properties as needed prior to each journey to review program details and customization opportunities.
• Assist the DOGE in writing post-trip reports, documenting recommendations for changes and ongoing improvements with input from the hotels and the journey staff.
• When leading an itinerary, post trip reporting is required in the form of a DOGE internal report as well as an Executive Summary to ensure feedback and constructive enhancements are captured.
• Prepare concise accurate information for journey staff and journey books.

What You Bring

• 5+ years' experience in a customer service setting that must include experience in a luxury brand environment, and/or travel environment.
• Mandatory for previous Hotel/ Resort experience and Concierge/ Guest Relations experience encouraged.
• Very strong oral and written communication skills.
• Strong computer and typing skills with basic knowledge of One Drive and SmartSheet.
• Exceptional social skills including the ability to rapidly build rapport with high expectation Four Seasons guests over the phone and in person.
• A demonstrated ability to problem solve, particularly in instances where time is short, and guests require immediate assistance.
• A solid understanding of itinerary development, product pricing and costing, marketing processes, and selling techniques.
• A demonstrated ability to work cross-organizationally with other functional disciplines is helpful, but not required.
• Substantial travel experience via luxury methods is required.
• Experience with global travel, and/or actual travel experience to Four Seasons destinations is very helpful.

Travel

• Extensive travel is expected of this position (traveling approximately 6+ months of the year)

This role will be a Hybrid working model, which will require 3 days per week in the Miami Four Seasons Corporate Office (3 days per week) located at 1441 Brickell Avenue, Suite 1007, Miami, Florida. #LI-Hybrid

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