Guest Experience Manager - Four Seasons Hotel Madinah (Saudi National)

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:

Steps from the Prophet’s Mosque, our Hotel will offer luxury accommodation for the city’s 1.5 million annual visitors. The new-build hotel will be located at the heart of Madinah and steps from one of the most historic and significant sites in the region: Al-Masjid an-Nabawi, also known as the Prophet’s Mosque. Madinah is also home to the Quba Mosque, which is regarded as the oldest mosque in the world.

About the Role

We are seeking a dedicated and passionate Guest Experience Manager to ensure the highest level of guest satisfaction at Four Seasons Hotel Madinah. Reporting directly to the Assistant Director of Rooms, you will oversee the Guest Experience team, focusing on enhancing the guest journey from arrival to departure. You will also collaborate with various departments to ensure seamless service delivery and to resolve guest concerns, ensuring a memorable stay for all.

What You Will Do

• Lead the Guest Experience team in providing personalized service to guests and anticipating their needs to exceed expectations.

• Monitor and manage guest feedback, addressing concerns and ensuring high levels of satisfaction.

• Coordinate with other hotel departments, including Front Office, Housekeeping, and F&B, to ensure seamless guest service.

• Develop and implement strategies to improve guest satisfaction and operational efficiency.

• Manage the guest arrival and departure process, ensuring it is efficient, welcoming, and seamless.

• Oversee special guest requests, VIP arrivals, and group arrivals, ensuring that their experience is exceptional.

• Analyze guest satisfaction reports, identify areas for improvement, and implement solutions to address guest concerns.

• Train and develop the Guest Experience team to maintain high service standards and foster a positive work environment.

• Prepare and present regular reports on guest feedback and team performance.

• Assist in the recruitment, training, and development of new staff members in the Guest Experience department.

What You Bring

• Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred; high school diploma or equivalent required.

• Proven experience in a guest services or hospitality management role, ideally in a luxury hotel or high-end resort.

• Strong leadership and management skills with the ability to motivate and guide a diverse team.

• In-depth knowledge of guest services operations and guest satisfaction strategies.

• Excellent communication, problem-solving, and organizational skills.

• Ability to handle guest concerns professionally and efficiently while maintaining a calm and positive demeanor.

• Proficiency in hotel management software and Microsoft Office Suite (Excel, Word, PowerPoint).

What We Offer

• Competitive salary.

• Housing and transportation allowances.

• 30 days of vacation plus public holidays.

• Complimentary meals and uniform cleaning.

• Medical and life insurance.

• Employee Assistance Program and worldwide complimentary room nights.

• Opportunities for growth and development.

Schedule & Hours

This is a full-time role.

Localization

As part of our commitment to Saudization, we actively welcome applications from Saudi nationals. Join us in shaping the future of luxury hospitality in Madinah.