Guest Experience Manager

Four Seasons Hotel London at Park Lane

At Four Seasons, we believe exceptional service begins with genuine care. Our people are dedicated to creating meaningful and memorable experiences, not only for our guests, but for one another.

Four Seasons Hotel London at Park Lane is seeking an experienced Guest Experience Manager to lead the design and delivery of a seamless and personalised guest journey. This role is central to ensuring anticipatory service, emotional connection, and flawless execution across every stage of the guest experience.

The role

As Guest Experience Manager, you will oversee the intentional coordination of the guest journey from pre arrival through post departure. Working closely with Rooms Division, Food and Beverage, Engineering, Spa, Security, and People and Culture teams, you will ensure consistent service standards while elevating personalisation and recognition.

You will act as a key guest advocate within the hotel, leading service recovery, supporting select guest programming, and ensuring guest preferences and expectations are clearly communicated and delivered.

What you will do

• Lead and continuously enhance the end to end guest journey with a strong focus on personalisation and emotional engagement
• Oversee the experience of select and priority guests, ensuring accurate coordination and exceptional delivery
• Partner with operational leaders to ensure consistent service execution across all departments
• Act as the primary point of escalation for complex guest concerns and service recovery cases
• Analyse guest feedback, satisfaction scores, and sentiment data to identify trends and drive improvement
• Communicate guest preferences, arrivals, and special occasions accurately and in a timely manner
• Lead and influence teams involved in personalised service delivery
• Coach and support leaders and employees on guest experience behaviours and recognition standardshttps://careers.fourseasons.com/us/en/job/REQ10378122/Guest-Experience-Manager