Guest Experience Supervisor

Job description

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: An art nouveau masterpiece on the Danube. Located in the heart of Budapest, our art nouveau palace Hotel embodies the spirit of Budapest’s Golden Era glam. From the moment you enter, savour the iconic wrought-iron peacock gates, pass through the Lobby adorned with over two million mosaic tiles illuminated with its striking chandelier, and let inspiration wash over you. Outside, views of the Danube and the picturesque Buda skyline stand before you. Spend the day exploring the sights, recharge in our Spa that harnesses the city’s heritage in wellness, then enjoy an innovative cocktail in our newly opened lobby bar MÚZSA. About the role: As Guest Experience Supervisor, you will play a key leadership role in delivering exceptional and personalized experiences for our guests while supporting the daily operations of the Front Office. You will lead by example, ensuring that every guest interaction reflects the Four Seasons commitment to intuitive, genuine, and thoughtful service. You will oversee guest arrivals and departures, support the coordination of VIP experiences, and act as a primary point of contact for guest concerns, resolving issues efficiently and professionally. Working closely with the Front Office Management Team, you will help drive service excellence, support team development, and ensure adherence to Four Seasons standards and Leading Quality Assurance guidelines. In addition to daily operational responsibilities, you will assist with shift supervision, mentor and coach team members, monitor service delivery, and identify opportunities to enhance the guest journey. Through proactive communication and strong collaboration across departments, you will help create memorable experiences while maintaining the highest levels of hospitality and operational efficiency. What you will do: Supervise Front Office operations during assigned shifts, ensuring seamless guest experiences and adherence to Four Seasons standards. Lead, coach, and support Guest Experience Agents, fostering a culture of excellence, teamwork, and continuous development. Coordinate and oversee VIP arrivals, special occasions, room inspections, and personalized guest experiences. Handle guest concerns and service recovery situations with professionalism, empathy, and sound judgment. Collaborate closely with Housekeeping, Concierge, Reservations, Spa, Food & Beverage, and other departments to deliver exceptional service. Support the Front Office Management Team with daily operations, reporting, training initiatives, and departmental projects. Monitor service standards, identify opportunities for improvement, and actively contribute to guest satisfaction and loyalty goals. What you bring: • Two + years experience within Front Office, Guest Relations, or Guest Experience roles in a luxury hotel environment • Previous supervisory or leadership experience is considered a strong advantage • Strong interpersonal, communication, and problem-solving skills • Passion for delivering exceptional guest experiences and creating meaningful connections • Ability to lead and motivate a diverse team in a fast-paced environment • Cross-cultural sensitivity and a highly guest-centric mindset • Excellent organizational skills, attention to detail, and ability to prioritize effectively • Fluency in English, any additional language is an advantage • EU work authorization What We Offer • Competitive remuneration package that reflects your skills, contribution, and the premium standards of Four Seasons. • Annual bonus opportunity, recognizing your impact and commitment to delivering exceptional guest experiences. • Private health insurance , providing additional support for your wellbeing and peace of mind. • Outstanding Training & Development programs , including personalized learning pathways, cross-training opportunities, and access to world-class internal learning platforms. • International Task Force and relocation opportunities , giving you the chance to grow your career across our global portfolio and experience life in different cultures and destinations. • Global travel benefits , including complimentary and preferred employee rates at Four Seasons hotels and resorts around the world—an opportunity to discover our properties as our guests do. • Complimentary employee meals and uniform cleaning, so you can focus fully on your day without additional concerns. • Exclusive dining benefits , including a 50% discount at MÚZSA Bar and KOLLÁZS Brasserie & Bar. • Employee Assistance Program , offering professional resources and support for your personal and professional wellbeing. • Wellbeing and community initiatives , including recognition programs, team events, and experiences that foster connection, belonging, and growth. • A workplace culture grounded in respect, care, and genuine connection , where you are valued as an individual, supported in your career journey, and empowered to bring your best every day. Schedule & Hours Full-time position. Primarily AM and PM shifts, including weekdays, weekends, and public holidays based on operational needs. Why Four Seasons At Four Seasons, we believe that genuine care is at the heart of everything we do - for our guests, for each other, and for our community. For more than 60 years, our culture has been rooted in the simple idea that life is richer when we connect with purpose and kindness. At Four Seasons Hotel Gresham Palace Budapest, our team is inspired every day by the beauty, history, and energy of one of Europe's most vibrant cities. Located in a stunning Art Nouveau landmark overlooking the Chain Bridge and the Danube, our hotel combines timeless elegance with world-class hospitality. We are committed to creating exceptional experiences for our guests while fostering an environment where our employees feel valued, supported, and empowered to grow. Applicants must have current work authorization in Hungary or hold an EU passport . If you are ready to lead with passion, inspire culinary excellence, and create unforgettable dining experiences at one of Budapest's most prestigious luxury hotels, we would love to hear from you. Apply today and begin your journey with Four Seasons Hotel Gresham Palace Budapest.