Assistant Guest Experience Manager- Four Seasons Hotel Madrid

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 historic landmark with modern energy. History comes to life with modern energy at Four Seasons Hotel Madrid. In the very heart of the capital – within walking distance of all the key attractions – seven historic buildings have been transformed into one dynamic destination. With rooftop dining by Spanish celebrity chef Dani García, Asian-Mediterranean cuisine at our award-winning modern cocktail bar and restaurant Isa, and a four-level Wellness Centre with a sun-splashed pool terrace, Four Seasons is bringing a new level of luxury and service to locals and guests alike.

About the role:

Four Seasons Hotel Madrid is seeking a passionate Guest Experience Assistant Manager to join the team! Reporting to the Guest Experience Manager, this position will deliver a seamless, personalized guest experience from pre-arrival to departure. Anticipating needs and ensuring flawless service across departments, you’ll uphold the highest standards of luxury hospitality. With warmth, professionalism, and local expertise, you’ll create memorable moments that inspire guest loyalty.

What you will do:

• Assisting the Guest Experience Manager in leading and managing the guest experience area, ensuring personalized service and flawless coordination from arrival to departure.
• Send pre-arrival communications, block rooms according to preferences, and oversee VIP preparations and amenities.
• Collaborate with all departments (F&B, Concierge, Front Desk, Housekeeping) to deliver a seamless and anticipatory guest experience.
• Engage with guests throughout their stay, gathering feedback, resolving issues promptly, and ensuring all requests are met with care.
• Promote hotel amenities, experiences, and local highlights to enhance the stay and drive guest satisfaction.
• Provide guidance, coaching, and motivation to the Guest Experience team, fostering a culture of excellence and service passion.
•  Maintain strong relationships with vendors and partners, leveraging local expertise to curate unique, memorable experiences.
• Monitor and report on guest satisfaction trends, feedback, and performance metrics to support continuous improvement.

What you bring:

• Minimum 3 years of luxury hotel experience in Front Desk, Guest Experience or Concierge.
• Have fluency in English and Spanish, as well as the valid work permit.
• Minimum 1 year of supervisory/ management experience.
• Experience in Opera is highly preferred.
• Strong leadership & organizational skills required
• Excellent communication and interpersonal abilities
• Problem-solving and conflict-resolution skills
• Skilled in active listening and providing constructive feedback to support team development.