Guest Experience Manager

Four Seasons is a globally renowned luxury hospitality company celebrated for delivering exceptional accommodations and unparalleled service. Known for its commitment to excellence, the brand operates an extensive network of properties worldwide, providing guests with memorable experiences across a variety of prestigious locations. At the heart of Four Seasons' success is its dedication to cultivating a world-class employee experience and fostering a supportive company culture that values respect, inclusivity, and genuine human connection. This culture encourages continuous personal and professional growth among its employees, ensuring that they can contribute meaningfully to the brand's mission of creating lasting impressions for guests, residents, and partners alike.

The Guest Experience Manager role at Four Seasons will be based at The Merchant Room, a distinguished French-American steakhouse created in partnership with the renowned Chef Gavin Kaysen. The Merchant Room uniquely combines classic steakhouse traditions with French-inspired culinary artistry, offering guests a refined and sophisticated dining setting. This role is pivotal in maintaining the exceptional standards for which Four Seasons is known by overseeing the daily operations and ensuring that every guest interaction is polished, memorable, and reflects the luxury and hospitality that define the company. The Guest Experience Manager will lead, motivate, and develop the bistro’s team, including supervisors and assistant managers, ensuring alignment with cultural values and service excellence.

In addition to managing daily restaurant functions, the Guest Experience Manager will collaborate closely with the food and beverage leadership team, including the Assistant Director of Food & Beverage and Executive Chef, to examine menu offerings and wine selections that emphasize quality, creativity, and cost-effectiveness. The role requires active involvement in pre-opening preparations to ensure a smooth launch and the successful integration of operational practices. The manager will also be responsible for labor and expense management through strategic scheduling, budgeting, procurement, inventory control, and cash management, all aimed at operational efficiency and high service standards.

Another critical aspect of the role is maintaining the restaurant’s physical environment, ensuring all equipment and facilities meet stringent aesthetic and functional standards. The Guest Experience Manager must be present on the floor to foster positive guest relations and promptly address any concerns or special requests with professionalism and care. This position demands a balance of hospitality leadership, business acumen, and service excellence, with a deep appreciation for fine dining and the ability to inspire a team to deliver extraordinary guest experiences consistently.

The ideal candidate will hold a degree in hotel or restaurant management or possess equivalent experience in the hospitality industry. They should have at least two to three years of supervisory experience in food and beverage, demonstrating exceptional leadership and communication skills. Being adept at conflict resolution and multitasking in a fast-paced environment is crucial. Familiarity with operational software and systems used in restaurant management, as well as fluency in English, are required. Flexibility to work all shifts, including weekends and holidays, is also essential to this leadership position.

Four Seasons offers a competitive salary and a comprehensive benefits package that begins immediately. Employees enjoy medical, dental, and vision insurance, a 401(k) plan with employer contributions, paid time off from the first day, and opportunities for professional development and continuing education through tuition reimbursement. Additionally, staff benefit from access to discounted hotel stays worldwide and initiatives that promote mental health and well-being. Four Seasons strongly values diversity and inclusion, fostering a workplace where every employee feels respected and empowered to contribute to an inclusive culture. This role represents an exceptional opportunity for hospitality professionals eager to lead in a luxury environment and grow within a globally respected brand.