Assistant Guest Experience Manager

About the role

The Assistant Guest Experience Manager supports the delivery of exceptional, personalized service to VIP, Elite and high‑profile guests at Four Seasons' beachfront property in Tunisia. Working closely with Guest Experience and Front Office teams, the role ensures every touchpoint of the guest journey reflects the brand’s luxury standards.

Key responsibilities

• Review daily arrivals and departures, guaranteeing VIP and returning guests receive tailored recognition.
• Maintain accurate guest profiles, recording preferences, special requests and stay history.
• Support Elite Guest Relations by handling bookings, inquiries, emails and phone communications in line with brand standards.
• Act as primary point of contact for Elite, VIP and high‑profile guests throughout their stay when required.
• Coordinate guest requests across all hotel departments to ensure seamless execution.
• Manage VIP guest complaints, execute service recovery, and keep management informed of significant incidents.
• Conduct post‑stay satisfaction follow‑ups, resolve concerns and arrange appropriate compensation.
• Develop and enhance guest experience programmes, including loyalty, welcome amenities and return‑guest initiatives.
• Provide guidance to management on service improvement opportunities and participate in daily briefings and management meetings.
• Assist Front Office, Concierge and lobby operations during peak periods or when additional coverage is needed.

Required profile

• Strong commitment to delivering luxury guest experiences with genuine hospitality.
• Excellent communication and interpersonal skills, able to build rapport with high‑profile guests.
• Attention to detail and ability to manage multiple guest requests simultaneously.
• Proactive problem‑solver with the capacity to handle complaints and service recovery efficiently.
• Team‑player who can collaborate across departments and support peak‑time operations.

Required skills

What we offer

• Opportunity to work in a world‑class luxury hotel environment.
• Exposure to VIP and Elite guest relations and personalized service delivery.
• Supportive team culture focused on employee development and exceptional guest experiences.