Manager, Experience Concierge (APAC)

About the role

The Manager, Experience Concierge (APAC) is a hands-on leader responsible for curating, evaluating and elevating luxury guest experiences across the Asia Pacific region. The role combines on-the-ground expertise, strategic partnership development and operational excellence to deliver seamless, differentiated journeys for Four Seasons guests.

Key responsibilities

• Dedicate significant time on the ground at regional properties, researching and evaluating experiences, building a regional intelligence database and auditing delivered experiences against guest feedback.
• Identify and recommend luxury tour operators, program providers and vendors, maintaining strong, compliant relationships with partners.
• Co-develop product roadmaps for regional experience programs, including multi-property itineraries and immersive events, and present them to senior leadership.
• Collaborate with Product Development, Commercial Experiences, Hotel Operations and Digital teams, and help create and optimise digital content for experience programs.
• Contribute to Trip Planning tools and staff-facing platforms such as Salesforce, and act as the main contact for complex, high-value multi-property guest bookings.
• Help set SOPs and service standards, handle high-volume Best Guest requests and monitor guest satisfaction, operational and financial metrics.
• Take part in budget planning and management.

Required profile

• 7+ years in luxury hospitality (concierge, guest experience, journey planning or DMC leadership) with multi-property, complex itinerary experience.
• Extensive hands-on expertise curating destination experiences and travel logistics in the Asia Pacific region, with a focus on Thailand and Japan.
• Proven track record of curating ownable experiences and building regional partner networks.
• Experience acting as a single point of contact across multi-stakeholder journeys and coordinating cross-property logistics.
• Strong ability to establish SOPs, train teams and drive standards at scale.

Required skills

• Familiarity with Salesforce/CRM and concierge tools such as KEY (Four Seasons' proprietary platform), Alice and GoCon is preferred.
• Exceptional communication, stakeholder management and vendor negotiation skills.
• Budget planning and data-driven performance improvement is a plus.