Manager, Guest Recognition

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.

Manager, Guest Recognition

The Guest Recognition Manager plays a critical role in optimizing guest recognition processes through the Golden platform and all systems across Four Seasons properties. Reporting to the Senior Director of Rooms and Global Hospitality, with a split line to the Senior Director of Reservations, GRS, and Golden, this position provides operational training and leadership across all properties to ensure a consistent, exceptional guest experience.

Collaborating closely with both on-property and corporate teams, the Guest Recognition Manager focuses on training, process refinement, and system optimization to maximize the effectiveness of guest recognition programs and our Golden system, as well as other guest recognition tools. This role is designed for a highly motivated leader who can drive excellence in guest recognition on property, optimize the Golden platform, and support properties in delivering truly personalized service.

What You’ll Be Doing:

Training and Education

• Lead the optimization of Golden including Golden EXP and implementation of new features to ensure consistency and effectiveness across properties.
• Provide strategic guidance on guest recognition practices, ensuring alignment with Four Seasons’ service philosophy and the guest recognition strategy
• Identify adoption gaps in the utilization of Golden; provide underperforming properties with targeted coaching and action plans designed to improve adoption rates and performance.
• Work closely with the Golden Team to support the development and rollout of new initiatives.
• Lead Golden tool and guest recognition program on-property / virtual training and operational support for new hotel openings (minimum two weeks per property).
• Deliver intensive training on guest recognition programs, Golden and other guest recognition tools to drive adoption and best practices.
• Develop tailored guest recognition strategies to fit the unique needs of each property.
• Provide training, focusing on profile management and guest recognition integration with Golden.
• Assist with developing and maintaining training materials, including e-learning modules, quick reference guides, and best practices.
• https://careers.fourseasons.com/us/en/job/REQ10345069/Manager-Guest-Recognition