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 Manhattan landmark on Billionaires' Row. Experience five-star, New York hotel living in our modern-deco landmark designed by famed architect I.M. Pei. Located on “Billionaires’ Row” at the city’s most prestigious address between Park Avenue and Madison Avenue, you’re just steps from Central Park and Madison Avenue shopping. Come and unwind in our sun-filled suites (some of the largest in Manhattan), take in the unparalleled city and park views, and experience serenity and luxury high above Manhattan’s exhilarating whirlwind.About the role
The Operations Manager validates and analyzes historical and projected market share data to deliver actionable insights that guide the management group. Collaborates closely with the Hotel Manager, General Manager, Director of Finance, and Director of Marketing to ensure seamless operations, elevate guest engagement, and promote interdepartmental collaboration. This role requires exceptional organizational skills, strategic thinking, and a passion for delivering excellence in a luxury hospitality environment. Flexibility to support multiple roles as needed is essential to upholding the highest standards of service and operational efficiency.
What you will do
Analyze guest satisfaction metrics, employee feedback, revenue performance, and operational KPIs to identify areas for improvement and provide targeted support for ownership needs. Prepare comprehensive reports and presentations for ownership and leadership, showcasing key insights, trends, and actionable recommendations. Utilize data from platforms such as Qualtrics, LQA, Forbes, and other systems used at Four Seasons to develop strategic initiatives with division heads, ensuring clear accountability and effective execution. Serve as the primary point of contact for VIP and influential guest inquiries across phone, email, and chat channels, ensuring prompt and personalized responses. Ensure accountability for strategic action plans by driving follow-ups across operational and non-operational areas, with flexibility to cover shifts in roles such as Hotel Assistant Manager, Guest Experience, or Lobby operations as needed.Oversee and enhance the utilization of hotel software platforms, including dashboards, HotSOS, Qualtrics, FS Chat, BirchStreet, ADP (payroll), Engage, Golden (guest profile database), and additional systems used at Four Seasons to support efficient operations. Ensure guest profiles and operational records are updated accurately and promptly, facilitating seamless experiences for both guests and staff. Manage guest feedback across hotel platforms, social media, and review sites, ensuring timely and professional responses that uphold the brand's reputation. Partner with department heads to resolve guest concerns, ensuring prompt, satisfactory resolutions that enhance the guest experience. Utilize tools such as Qualtrics and mystery shopper reviews to analyze guest feedback, identify trends, and highlight opportunities for improvement. Collaborate with the Executive Office to develop and implement action plans. Oversee VIP and elite guest experiences by coordinating special requests, personalized welcome messages, and amenities in partnership with operational teams, Corporate Office, and the Director of Guest Experience.
What you bring
Bachelor’s degree in hospitality management, business administration, or a related field is preferred. Demonstrated experience in a managerial role within a luxury hotel environment. Proficiency in hotel management systems such as HotSOS, Qualtrics, BirchStreet, FS Chat, Key, and other relevant platforms used at Four Seasons. Strong analytical, organizational, and communication skills with a proven ability to drive results. Exceptional multitasking and prioritization abilities, with a keen attention to detail in a fast-paced environment. Outstanding guest service orientation, complemented by a proactive and solution-focused approach.
What we offer
Schedule & Hours
This role is a full time, on-site role. Able to work weekdays, weekends, holidays, overtime, and evening/overnights if needed.
Pay
Annual salary 90,000 to 95,000
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 - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf