Guest Experience Manager Job at Four Seasons (Madrid)

Guest Experience Manager

Four Seasons

Location:
Spain , Madrid

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

Reporting to the Front Office Manager, the Guest Experience Manager will deliver a seamless, personalized guest experience from pre-arrival to departure. Anticipating needs and ensuring flawless service across departments, you’ll uphold the highest standards of luxury hospitality. With warmth, professionalism, and local expertise, you’ll create memorable moments that inspire guest loyalty.

Job Responsibility:

As a Department Head and Brand Ambassador, be highly knowledgeable of all hotel and facility information, hours of operation, key personnel, special activities, and functions in the hotel
Act, in the absence of Duty or senior management, in all matters concerning the safety, security and well-being of hotel guests
Prepare and attend weekly and monthly meetings such as Rooms, OPS, Morning, Quality, Group Resume and other Dpt. Heads meetings
Lead and deliver training sessions organized by PnC: Glitchology
Lead and manage the full guest experience department, ensuring personalized service and flawless coordination from pre-arrival to post-departure
Organize the journey of our top VIPs including suite guests, Four Seasons Elite and High Return guests and others, pre, during and post their stay
Send pre-arrival communications, block rooms according to preferences, and oversee VIP preparations and amenities
Collaborate with all departments (F&B, IRD, Concierge, Front Desk, Housekeeping) to deliver a seamless and anticipatory guest experience
Engage with guests throughout their stay, gathering feedback, resolving issues promptly, and ensuring all requests are met with care
Ensure Golden is kept updated with all guest preferences
Handle guest complaints and actively manage Glitches. Ensure guests are met on time, and negative experiences are offset prior to departure
Promote hotel amenities, experiences, and local highlights to enhance the stay and drive guest satisfaction
Complete Manager’s checklist daily
Help and supervise the GEX team with the checklist when needed and assist, in the presence of heavy volume, in the areas of Front Office, Concierge and Guest Services
Supervise the department's monthly expenses, ensure all finance procedures are correctly taken
Labor management: schedules, extra hours control etc
Conduct the monthly audit of supplier invoices, i.e. for flowers, L&F, etc
Control stock with the team, ordering supplies when needed through Birchstreet
Provide guidance, coaching, and motivation to the Guest Experience team, fostering a culture of excellence and service passion
Conduct interviews and staff hiring when needed
Assist with the on-boarding and training of new team members from interns to Asst. Managers
Perform Annual reviews to the Asst. Managers as well as give feedback and guidance when needed
Assist the Asst. Managers with team annual reviews and communicating warnings, corrective actions and other feedback
Supervise team development and career aspirations
Maintain strong relationships with vendors and partners, leveraging local expertise to curate unique, memorable experiences
Monitor and report on guest satisfaction trends, feedback, and performance metrics to support continuous improvement
Monitor Qualtrics seeking improvement. Reply to Google negative reviews, TripAdvisor reviews and Booking.com. Follow guidelines
Follow up with Global GEX projects and initiatives launched or driven by Corporate Team
Participate actively in other Global Guest Experience calls / meetings

Requirements:

Minimum 3 years of luxury hotel experience in Front Desk, Guest Experience or Concierge
Have fluency in English and Spanish
Minimum 1 year managing a medium-sized team
Must have experience in Opera
Strong leadership & organizational skills required
Excellent communication and interpersonal abilities
Foster creativity
Problem-solving and conflict-resolution skills
Skilled in active listening and providing constructive feedback to support team development

What we offer:

Competitive Salary, wages, and a comprehensive benefits package
Excellent Training and Development opportunities
Complimentary Accommodation at other Four Seasons Hotels and Resort (Employee Travel Program)
Complimentary Dry Cleaning for Employee Uniforms
50 natural days of vacation, and the day of the birthday free
Complimentary Private Health insurance
Complimentary Employee Meals

Additional Information:

Job Posted:
February 16, 2026

Employment Type:

Fulltime

Work Type:

On-site work

Four Seasons - All Job Offers

Job Link Share: