Assistant Director, Guest Experience - Jet

Overview

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 130 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.

We are looking for a full-time Four Seasons Global Assistant Director who will assist in operationalizing tailored itineraries for Four Seasons Private Jet guests, providing them with the highest level of customer service while assisting with all planning requests to customize the travel experience.

This role is responsible to assist the Director of Guest Experience, Private Jet for driving and managing all guest-related elements of multiple trips, handling pre- and post-trip documentation and communication of trip details, managing and answering guest questions, tour options, and upgrades to current and returning guests. The Assistant Director will be expected to act as dual roles for both trip lead and Onboard Concierge as well as lead trips as scheduled. There could be other travel required in preparation for future trip itineraries, or to support the business in other ways. Reporting to Director of Guest Experience (DOGE).

Responsibilities

• Support in managing the guest experience from time of booking through partnership with TCS GSMs.
• Be responsible for on trip guest experience holistically from movement flow, experiences, hotel stays, and in flight operations.
• As required, assist and lead the trips (minimum of 4-6 a year) as assigned by the DOGE. The capacity of this role will be flexible between the lead as well as the Concierge position.
• Maintain complete knowledge of all itineraries including destinations, modes of transportation, travel insurance, financial details, optional experiences, inclusions, and extra services.
• Act as a main point of supporting the TCS Guest Services Team for guest needs, through training, product knowledge and overall partnership to enhance the guest experience.
• Work with the DOGE and the TCS team as required to develop, proofread, and prepare all written materials.
• Accurately assume the appropriate role and responsibility depending on trip assignment, DOGE or GEM.
• Work closely with each guest to prepare his or her individual itinerary leveraging deep knowledge of all trip offerings.
• Capture guest preferences through pre-trip and on trip preparations to ensure they are communicated with each property along the journey.
• When on the ground, support the DOGE in all assigned program projects to enhance the operation, partnership and guest experience.
• Directly supervise the development of the Guest Experience Manager role to ensure assignments are completed, work is accurate, and program is continuing to be enhanced through their added service.

Operational Enhancements

• Work with the DOGE and TCS to provide a seamless “Four Seasons Experience” throughout the entire program (i.e.: on jet, transfers, meals, land activities etc.).
• Assist the DOGE to review and evaluate all operational details for journeys. This includes analysis to ensure TCS is creating the best possible experience for the guest in line with Four Seasons standards.
• Seek out world class touches from around the globe that can be implemented into Four Seasons programs.
• For new itineraries, follow the lead of the DOGE to support as needed the development of new itinerary offerings.
• Work with the DOGE and TCS team to update and improve the “Four Seasons Touches” as needed. These touches include “Chef’s Table”, “General Manager’s Welcome Reception”, and welcome and departure amenities.
• Assist the DOGE, or lead when assigned, on pre-con calls with all properties as needed prior to each journey to review program details and customization opportunities.
• Assist the DOGE, or lead when assigned, in writing post-trip reports, documenting recommendations for changes and ongoing improvements with input from the hotels and the journey staff.
• Prepare concise accurate information for journey staff and journey books.

What You Bring

• 5+ years’ experience in a customer service setting that must include experience in a luxury brand environment, and/or travel environment.
• 3+ years’ experience in a department head or similar leadership role managing people and performance.
• Mandatory for previous Hotel/ Resort experience and Concierge/ Guest Relations experience encouraged.
• Very strong oral and written communication skills.
• Strong computer and typing skills with basic knowledge of One Drive and SmartSheet.
• Exceptional social skills including the ability to rapidly build rapport with high expectation Four Seasons guests over the phone and in person.
• Requires a demonstrated ability to problem solve, particularly in instances where time is short, and guests require immediate assistance.
• A solid understanding of itinerary development, product pricing and costing, marketing processes, and selling techniques.
• A demonstrated ability to work cross-organizationally with other functional disciplines is helpful, but not required.
• Substantial travel experience via luxury methods is required.
• Experience with global travel, and/or actual travel experience to Four Seasons destinations is very helpful.

Travel

Extensive travel is expected of this position (traveling approximately 6+ months of the year). This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office, London located at Eagle House, 108-110 Jermyn Street, SW1Y 6EE, London, United Kingdom.