Guest Experience Supervisor

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Four Seasons Hotel Riyadh Full time

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:

An architectural icon in the heart of Saudi Arabia's vibrant capital soaring over the city in the iconic Kingdom Tower, Four Seasons Hotel Riyadh is a buzzing hub at the forefront of style and sophistication. Redesigned interiors bring authentic Saudi heritage and craftsmanship to life, while our distinguished team provides a bespoke experience through thoughtful, personalized service and hospitality.

Main Tasks and Responsibilities:

  • Oversight of the Guest Services team, including scheduling, training, coaching, and assisting Residential Assistant Managers with performance reviews.
  • Ownership of the continuous enhancement of the arrival and departure experience.
  • Review daily arrivals and prepare to ensure proper handling of VIPs, owners, return guests, and group business.
  • Communicate and work closely with all departments of the hotel daily.
  • Ensure bell staff's safety and security practices are maintained within the Front Drive and Guest Service storage room to eliminate vehicle damages and theft.
  • Ensure Four Seasons benchmark standards are being met daily throughout the entire Guest Services team.
  • Oversight and ownership of the Guest Services storage areas, maintaining cleanliness, updated beach equipment inventories, and all equipment in good working order.
  • Oversight of the Guest Service Attendant vans and cars, ensuring cleanliness and reporting damages, deficiencies, or any safety concerns in a timely manner.
  • The ability to assist the Front Office team with arrivals, departures, and concierge requests.
  • Complete basic functions in Opera and Golden applications.
  • Follow proper payroll, uniform, and key sign-out procedures.
  • Deliver and pick up guest request items in a timely manner as necessary.
  • Utilize Hotsos and radio for communications with hotel staff.
  • Offer assistance to guests when requested.
  • Assist guests with basic housekeeping needs outside of housekeeping hours.
  • Maintain a good working relationship with other employees.
  • Safely and properly operate a golf cart for transportation of guests and supplies.
  • Assist guests with luggage and introducing them to their unit upon check-in.
  • Handle and report any accident immediately, no matter how minor.
  • Always conduct oneself in a professional manner to reflect the high standards of Four Seasons.
  • Respond properly in any hotel emergency or safety situation.
  • Perform other tasks or projects as assigned by hotel management and staff.
  • Maintain the cleanliness of guest areas including exterior walkways.

Confidentiality:

While working for the company, there will be access to a wide variety of confidential information concerning the company, guests, and employees. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company, guests, and employees, unless otherwise stated. Please refer to the Employee Handbook for full policy details.

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