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Guest Experience Supervisor

Four Seasons
Full-time
On-site
Mexico

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:

Laid-back luxury meets bucket-list adventure on this undiscovered east cape of Los Cabo. A place for those with a taste for the undiscovered and the extraordinary, our East Cape location on Mexico’s Baja California Peninsula is the epicentre for adventure. Swim in the most expansive beach in Los Cabos or set sail from our private marina on the Sea of Cortez, coined “the aquarium of the world” by famed oceanographer Jacques Cousteau.

Four Seasons is powered by our people. We are 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 trough a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is trough a world-class employee experience and company culture.


About Four Seasons Resort and Residences Los Cabos at Costa Palmas

Four Seasons Resort and Residences Los Cabos, at Costa Palmas, located in LA RIBERA, will be part of the exclusive Costa Palmas resort community, which will also include a private marina and a members-only beach and yacht club, all situated along a two-mile stretch of pristine white sand and the warm, swimmable waters of the Sea of Cortez. Los Cabos has long been a favorite destination for luxury travelers and is a natural fit for Four Seasons as we expand our presence in Mexico. We look forward to welcoming our guests from around the world to experience Four Seasons' legendary quality and service while discovering the richness and beauty of Baja's eastern cape with a variety of activities including swimming, snorkeling, sportfishing, golf and desert adventures. 

Learn more about Four Seasons Resort and Residences Los Cabos at Costa Palmas: 

About the role of the Guest Experience Supervisor

The Guest Experience Supervisor plays a key role in ensuring exceptional guest satisfaction throughout all stages of the stay. This position supports the Director of Guest Experience in managing daily operations, addressing guest needs, and ensuring prompt resolution of service issues (“glitches”). The Supervisor is also responsible for overseeing the butler operations, ensuring service standards are met and consistently aligned with the resort’s brand promise of personalized, luxury-level hospitality.

What you will do:

  • Guest Experience & Engagement: Act as the main point of contact for guests, conducting regular engagement rounds and ensuring high satisfaction, especially for VIP and repeat guests.
  • Service Recovery Management: Log, track, and resolve guest issues efficiently, coordinating with departments and implementing recovery gestures when needed.
  • VIP Personalization: Ensure VIP rooms, suites, and experiences are prepared according to guest preferences and luxury service standards.
  • Butler Team Leadership: Supervise, schedule, train, and coach the butler team to maintain excellence in personalized service and etiquette.
  • Operational & Strategic Support: Assist the Director of Guest Experience with daily operations, reporting, training, and continuous service improvement initiatives.

What you bring:

  • Fluency in both Spanish and English is required for effective communication with guests and team members.
  • Bachelor’s degree in Hospitality Management or related field preferred.
  • 2–3 years of experience in guest relations, front office, concierge, or luxury service; supervisory or butler experience is a plus.
  • Strong leadership, team coordination, and coaching skills.
  • Excellent communication, problem-solving, and service recovery abilities.
  • Guest-centric mindset with high emotional intelligence and ability to perform under pressure.
  • High level of professionalism, discretion, cultural sensitivity, and attention to detail.
  • Proactive approach to service and solid knowledge of luxury service standards.

What we offer:

  • Compensation: Highly competitive salaries as well as an annual incentive plan for managerial roles at Department Head level          
  • Transport: Shuttle service from San Lucas and San Jose del Cabo to the resort
  • Uniforms:   Complimentary Dry Cleaning for Employee Uniforms        
  • Training & Development: In-house training workshops for line and management employees
  • Recognition: Employee Service Awards as well as Employee of the Month & Employee of the Year Awards

Service Culture  

Four Seasons consistently ranks among the world's best hotels and most prestigious brands in reader polls, traveler reviews and industry awards. Our greatest asset, and the key to our success, is our people. We believe that each of us needs a sense of dignity, pride, and satisfaction in what we do.  

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