Manager, Experience Concierge (APAC)

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: Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 130 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do. The Manager, Experience Concierge is a hands-on leader responsible for curating, evaluating, and elevating luxury guest experiences across the region. This role combines on-the-ground expertise, strategic partnership development, and operational excellence to deliver seamless, differentiated journeys for Four Seasons guests. Key Responsibilities Regional Experience Development & Fieldwork • Dedicate significant time 'on the ground' at regional properties and destinations, conducting hands-on analysis, research, and product evaluation to identify and curate luxury experiences. • Develop deep, concierge-level local knowledge and maintain a regional intelligence database to support scalable excellence and personalized guest journeys. • Conduct regular audits and reviews of delivered experiences, leveraging guest feedback and operational data to recommend enhancements and ensure continuous improvement. Vendor & Partnership Management • Proactively identify, evaluate, and recommend luxury tour operators, program providers, and vendors to build a robust, ownable network for exclusive guest experiences. • Maintain strong, proactive relationships with partners, ensuring quality, compliance, and alignment with Four Seasons’ brand standards. Product Roadmap & Experience Design • Co-Develop detailed conceptual product roadmaps for regional experience programs, including multi-property itineraries, immersive events, and hospitality services. • Present recommendations to senior leadership for product evolution and finalization. • Collaborate with Product Development, Commercial Experiences, and Hotel Operations to align on experience design and execution. Cross-Functional Collaboration & Digital Enablement • Work closely with Product Development, Commercial Experiences, Hotel Operations, and Digital teams to ensure seamless integration of destination experiences into the guest journey. • Support the creation and optimization of digital content for experience programs, ensuring accurate and inspiring representation of offerings. • Contribute inputs to Trip Planning tools and staff-facing platforms (e.g. Salesforce) to ensure seamless booking and service workflows. Guest Journey Orchestration • Act as the primary point of contact for Multi-Property Experience (MPE) guests and other complex/high-value bookings, coordinating all itinerary elements end-to-end. • Provide continuity of service across properties, reducing hand-offs and repeated questions; personalize care at every stage. • Drive loyalty and repeat behavior by delivering seamless, emotionally resonant journeys that elevate Guest Experience Scores (GES). Operational Excellence & Budget Management • Partner with hotels to establish, refine, and uphold SOPs and service standards, especially those tied to Best Guest recognition. • Field and resolve high-volume/value Best Guest requests, deflecting inquiries before they reach property teams to preserve capacity. • Monitor key data points (guest satisfaction, operational metrics, financial performance) to ensure experiences remain relevant and impactful. • Participate in budget planning and management, ensuring efficient use of resources in line with organizational standards. Qualifications • 7+ years in luxury hospitality (concierge, guest experience/relations, journey planning, or DMC leadership) with multi-property/complex itinerary experience. • Extensive knowledge and hands on expertise in curating destination experiences and travel logistics in the Asia Pacific region, with a particular focus on Thailand and Japan. • Proven track record curating ownable, high-impact experiences and building regional partner networks. • Demonstrated success as a single point of contact across multi-stakeholder journeys, coordinating cross-property logistics and elevated service delivery. • Strong capability establishing SOPs, training teams, and driving standards at scale. • Familiarity with Salesforce/CRM and staff-facing concierge tools (e.g., KEY – Four Seasons proprietary concierge platform, Alice, GoCon) preferred. • Exceptional communication, stakeholder management, and vendor negotiation skills. • Experience with budget planning and data-driven performance improvement is a plus. Core Competencies • Guest-Obsessed Orchestration: Anticipates needs, personalizes care, and designs journeys that deepen loyalty. • Regional Product Leadership: Translates local distinctiveness into Operational Rigor…