Assistant Director of Guest Experience

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:

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

Assistant Director of Guest Experience, Four Seasons Jet

We are looking for a full-time Four Seasons Global Assistant Director 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. The Assistant Director will be expected to act as dual roles for both trip lead and Onboard Concierge as well as lead trips as scheduled. 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:

• Support in managing the guest experience from time of booking through partnership with TCS GSMs
• Be responsible for on trip guest experience holistically from movement flow, experiences, hotel stays, and in flight operations.
• As required, assist and lead the trips (minimum of 4-6 a year) as assigned by the DOGE. The capacity of this role will be flexible between the lead as well as the Concierge position.
• 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 supporting the TCS Guest Services Team for guest needs, through training, product knowledge and overall partnership to enhance the guest experience.
• Work with the DOGE and the TCS team as required to develop, proofread, and prepare all written materials.
• Accurately assume the appropriate role and responsibility depending on trip assignment, DOGE or GEM.
• Work closely with each guest to prepare his or her individual itinerary leveraging deep knowledge of all trip offerings.
• Capture guest preferences through pre-trip and on trip preparations to ensure they are communicated with each property along the journey.
• When on the ground, support the DOGE in all assigned program projects to enhance the operation, partnership and guest experience.
• Directly supervise the development of the Guest Experience Manager role to ensure assignments are completed, work is accurate, and program is continuing to be enhanced through their added service.
• https://careers.fourseasons.com/us/en/job/REQ10360403/Assistant-Director-of-Guest-Experience-Four-Seasons-Jet