What are the responsibilities and job description for the Guest Experience Manager position at Four Seasons?
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:
A high-desert refuge in America's land of enchantment. The scent of piñon woodsmoke fills the air as you step onto your private patio to watch the sun set. In Santa Fe, it’s hard not to feel a little spoiled by the rugged beauty that surrounds our intimate, 65-room Resort. Set on 57 rolling acres in the Sangre de Cristo foothills, and just 10 minutes from downtown’s shops and galleries, Rancho Encantado is undeniably romantic. Begin your days with a hike along the nearby ridges and arroyos as your guide shares tales of our dude-ranch past, then relax by our pool, indulge in a healing treatment at our Spa, and join us at Terra for elevated, regional cuisine before strolling back to your casita beneath a sweeping night sky.Guest Experience Manager
“At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating every one we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, or live with us, our purpose is to create impressions that will resonate for a lifetime. Life is richer when we truly connect with the people and the world around us.”
Join our team in the Land of Enchantment!
Are you ready to take the next big step in your hospitality career? Four Seasons Resort Rancho Encantado Santa Fe is seeking a hardworking and driven individual for our Guest Services team- a manager who infuses enthusiasm into everything they do and shares our passion for service excellence!
What are we looking for?
A genuine, caring, and compassionate professional with a strong passion for hospitality and a natural ability to connect authentically with guests
Demonstrates integrity and accountability in all actions and exhibits confidence when making decisions to deliver a luxury-level experience
Leads with trust, openness, and empowerment to deliver exceptional guest experiences- embodies the Golden Rule
O rganized, detail-oriented, and thrives in a fast-paced, multitasking environment
Strong relationship-building across guests, employees, and leaders
Highly s killed in conflict resolution and complaint management
Passion for hospitality, motivated to grow with an international luxury hotel brand
What would you bring to the table?
2 years of hotel management or supervisory experience; luxury hospitality experience preferred
Familiarity with Opera PMS and Key strongly preferred
Strong communication skills with proficiency English , Spanish also preferred
Flexible schedule- availability to work evenings, weekends, and holidays
Ability to stand for extended periods
What would your job responsibilities be?
Oversee all Guest Experience operations—including Concierge and Adventure—while upholding Four Seasons luxury standards and placing the guest experience at the forefront of every decision
Collaborate with Rooms leadership to guide operational strategy, carry out departmental initiatives, and ensure adherence to financial, credit, and audit protocols
Support daily operations with a hands-on leadership approach, modeling desired behaviors and fostering an inclusive, high‑performance culture
Participate in Resume meetings and ensure teams are align ed on group arrivals, in‑house needs, and departures through clear communication and accurate resume review
Facilitate daily pre‑shift briefings to share updates on arrivals, VIPs, events, and service priorities
Lead the team in achieving outstanding Guest Experience results (Qualtrics) and address guest issues promptly, ensuring all incidents are captured as Glitches
Manage transportation coordination, ensuring all requests are logged, executed, and tracked in the Transportation Logbook
Demonstrate solid business insight by meeting financial targets through proactive labor oversight and efficient management of supplies and operating expenses
Support talent acquisition, onboarding, training initiatives, and performance evaluations to cultivate a knowledgeable and service‑driven team
What will it be like working for us?
Four Seasons is the world’s leading luxury hospitality company, driven by an unwavering commitment to an exceptional guest and employee experience. We are dedicated to elevating every interaction through continual innovation and the highest standards of service. Four Seasons offers hospitality professionals the opportunity to build a lifelong career with a globally renowned brand.
We believe our greatest asset is our people and proudly champion a culture rooted in diversity, equality, and inclusivity. Our values are grounded in integrity, trust, transparency, respect, and kindness—principles that guide everything we do. Our employees are proud to be a part of Four Seasons Resort Rancho Encantado and consistently recommend it as a great place to work- just ask!
What about the benefits?
Free and discounted stays at 135 Four Seasons locations worldwide
Global growth opportunities
Food & beverage and spa discounts
Free employee meals
Complimentary employee parking
Comprehensive training & development
Medical benefits, including parental leave
401(k) Retirement Plan
PTO sick leave pay
A culture that breeds success and rewards
Competitive salary
"US work authorization is required unless candidate is currently in a managerial position at a Four Seasons location."
Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized