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:

Poolside paradise meets city sleek under the Miami sun. Above the trendy Brickell Avenue – find the best of both big city adventure and a tropical getaway – arrive at our lifestyle-inspired lobby, savour the fun and flavourful dining experiences, and spend the day with a swim or sway in a hammock within our two-acre sun-kissed sanctuary. It’s all set against the Miami skyline overlooking the city’s fashionable art, dining, and entertainment scenes just minutes from our doorstep.

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. 

 

Four Seasons Hotel Miami 

Four Seasons Hotel Miami is an urban oasis nestled in the residential side of Brickell surrounded by Miami’s favorite neighborhoods. The Hotel offers a relaxing two-acre pool terrace, Equinox Fitness Center & Spa, multi-million dollar art collection, an award winning steakhouse - EDGE Steak & Bar, and connects guests to Miami’s most alluring and vibrant destinations recommended by in-house experts. 

 

Four Seasons Hotel Miami is looking for Service Excellence Specialist (Quality Assurance Supervisor) who shares a passion for excellence and who infuses enthusiasm into everything they do. Our employees have the opportunity to shape our guests experience by providing exceptional knowledge and service in support of our world-renowned organization. 

Job Functions

Drives service quality assurance program 

Partners with peers and superiors to determine performance gaps and learning needs  

Works with Regional L&D Manager and Operational Division Heads to review key metrics (glitches, LQA, Forbes, standards missed, GES scores) and plans training activities accordingly 

Is involved in ensuring the necessary training and learning is conducted in departments on a consistent basis 

Manages an effective standard training program and ensures Standards Training Manuals are updated regularly and training checklists are turned in for new hires 

Maintains an effective Certified Departmental Training program  

Responsible for an indirect reporting relationship with the Certified Departmental Trainers (CDT’s), ensuring their roles and responsibilities are supported, developed, and adhered to in standards achievement and improved guest satisfaction.   

Trains new CDT’s when required and regularly coaches and develops CDT’s in their role and responsibilities  

Bases the direction for service quality on a thorough and continuous Quality Needs Analysis 

Along with RLDM creates and produces a quarterly Quality Needs Analysis (QNA) and planned improvements aligned to property’s goals & budget cycle 

Designs solutions for service quality by rapidly addressing, creating, and implementing programs that target performance gaps 

Evaluates the effect of programs and initiatives through measuring results and monitoring change 

Assists Managers with understanding service quality and how to drive performance improvement  

Supports Learning and Development initiatives to align with service quality needs and initiatives 

Embrace the Four Seasons Leadership behaviours and is an example of how they should be displayed 

Address engagement and performance needs with creative Service Quality solutions. 

Is a champion for core and culture standards achievement through training, testing, campaigns and initiatives. Is a champion of innovative practices. 

Markets the Service Quality programs, initiatives, and performance improvement 

Provides input for monthly and quarterly service quality reports that reflect performance gaps and learning needs 

Prepares and maintains training attendance records in Workday 

Coordinates and organises programs facilitated by internal and external trainers 

Oversees the Onboarding experience for all new hires. 

Maintains Onboarding Training records 

Assist in planning and facilitating Embark 

 

Preferred Qualifications and Skills　 

Education: Hospitality/Hotel Management degree, or related field.

Experience: At least two year of operational hospitality experience.

Skills and Abilities: Willing and able to adhere to all Four Seasons’ policies and procedures, represent the People and Culture department in a positive, professional manner at all times, maintain confidentiality of all People and Culture issues, be an advocate for a great employee experience, Spanish and Creole speaking & comprehension a plus.

Schedule & Hours 

•     Full-Time 

•     Days / Evenings / Occasional Weekends

  

Benefits Four Season Employees Enjoy 

Energizing Employee Culture where you are encouraged to be your true self! 

Comprehensive learning and development programs to help you master your craft. 

Inclusive and diverse employee engagement events all year-round. 

Exclusive discount and travel programs with Four Seasons 

Competitive wages and benefits (Medical, Dental, Vision and Retirement Plan) 

And so much more! 

About Us 

We Are Four Seasons 

https://www.instagram.com/fsmiami/?hl=en 

https://www.fourseasons.com/miami 

https://twitter.com/fsmiami?lang=en 

Careers at Four Seasons 

http://jobs.fourseasons.com/  

https://www.linkedin.com/company/four-seasons-hotels-and-resorts  

https://www.facebook.com/FourSeasonsJobs  

 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 

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