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:
Riverfront luxury in one of America's most celebrated cities. Unlocking the authentic New Orleans, Four Seasons invites you to our landmark tower – a heritage icon with a central downtown location on the banks of the Mississippi River. Dine on innovative Louisiana cuisine, relax by our resort-style pool, and plan your own private event at our 34th-floor observation deck boasting NOLA’s best views.About The Role
Four Seasons Hotel and Residences New Orleans is seeking candidates to join our team as our Executive Liaison. As the Executive Liaison, you’ll act as a strategic partner to the General Manager and Hotel Manager, shaping and delivering an exceptional, luxury guest experience. You’ll take ownership of designing and evolving our elite service strategy while working with a high degree of autonomy and influencing standards across every department.
In this role, you’ll elevate guest satisfaction and contribute directly to the hotel’s success by leading service excellence initiatives and resolving complex guest needs with confidence and discretion. You’ll partner closely with department leaders to enhance service protocols, introduce innovative experiences, and ensure every touchpoint reflects the unmatched standards of Four Seasons.
What You Will Do
Lead the Elite Guest Experience Program, driving strategy, execution, continuous improvement, and the implementation of consistent service standards and quality benchmarks across all departments.
Serve as a trusted advisor to senior leadership by leveraging guest insights and operational data to identify opportunities, enhance experiences, and influence key service and operational decisions.
Independently resolve complex guest service issues, making real-time decisions that protect guest satisfaction, brand integrity, and financial outcomes.
Act as a delegated authority for executive leadership, approving guest recovery actions and representing leadership in critical guest and operational situations.
Partner with department leaders to design seamless, end-to-end guest journey processes while ensuring consistent delivery of elite service standards across all areas.
Drive cross-functional alignment by influencing priorities, optimizing resources, and holding teams accountable for guest experience performance and service excellence.
Oversee the full lifecycle of elite guest stays, ensuring alignment with strategic service standards (pre-arrival through post-stay).
Personally manage high-impact, high-profile, or sensitive guest situations, ensuring resolution meets brand and business expectations.
Identify and implement innovative, anticipatory service initiatives that differentiate the guest experience.
Establish and track key performance metrics for guest satisfaction, loyalty, and service recovery, while evaluating the operational and financial impact of experience-driven decisions.
Deliver actionable insights and reporting to executive leadership, including trend analysis and strategic recommendations that balance service excellence with business performance.
Manage executive communications and priorities with discretion, ensuring alignment with strategic initiatives.
Prepare high-level reports, presentations, and analysis that inform executive decision-making.
Support executive office operations as needed, with a primary focus on advancing strategic objectives.
What You Bring
3–5+ years in luxury hospitality, guest relations leadership, or comparable role
Demonstrated ability to exercise independent judgment and decision-making in a luxury hospitality or comparable environment
Experience leading or owning programs, initiatives, or operational strategies, not just supporting them
Strong business acumen with the ability to balance guest experience with operational and financial impact
Proven ability to influence cross-functional teams and drive alignment without direct authority
Exceptional interpersonal, communication, and executive presence skills
High level of discretion, professionalism, and ability to manage confidential and sensitive matters independently
Experience analyzing data and using insights to drive decision-making and continuous improvement
Bachelor’s degree in hospitality, business, or related field preferred
Hospitality Management experience preferred.
Valid Work Authorization to work in the United States is required.
What To Expect
Work in a fast-paced environment, communicating with key leaders and stakeholders to elevate our guests' experiences.
Leveraging various communication tools (i.e. Microsoft Suite), including several hotel specific platforms and programs to lead teams in delivering the best service for our guests.
Work a flexible schedule based on business and guests' needs including days, nights, weekends and holidays.
What We Offer
Competitive benefits package including medical benefits and a company matching 401k program
Vacation, Sick and Holiday (9 paid holidays, including Mardi Gras) pay with accruals beginning at the start of employment
Excellent Training and Development opportunities
Discounted Accommodations at other Four Seasons Hotels and Resort
Complimentary Employee Meals prepared by our Banquets team
Discounted parking near the hotel
And Much More!
Visa Requirements
US work authorization is required.
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