Samiksha Seth, Director of Guest Experience at Four Seasons Resort and Residences Whistler, spoke to our reporter about curating unforgettable moments rooted in genuine care. From personalised guest journeys and tech-enhanced service to sustainable luxury and heartfelt team culture, she shares how Four Seasons continues to set the global standard in hospitality excellence.
Q – Can you take us through a typical day in your role as the Director of Guest Experience at Four Seasons Hotels & Resorts?
A – A typical day at Four Seasons Resort and Residences Whistler for me starts with a brief team huddle where we review guest feedback, check on operational priorities, and ensure that everyone is aligned on our service goals for the day. I then spend time interacting with guests, whether it’s checking in on VIP arrivals or addressing specific requests. It’s also important to engage with our departments – from front desk to housekeeping – ensuring we’re delivering seamless experiences across the resort. My role is largely about leadership, so I spend time coaching, mentoring, and motivating our team members to maintain our high standards of service. Every day is a chance to ensure we’re living up to Four Seasons’ reputation for excellence.
Q – How does Four Seasons ensure a consistent and exceptional guest experience across its various properties worldwide?
Samiksha Seth
Director of Guest Experience, Four Seasons Resort and Residences Whistler
A – At Four Seasons Resort and Residences Whistler, it’s our people who make the difference. While we share the brand’s global commitment to service excellence, what sets us apart is the warmth, grace, and generosity of our team. We build deep, genuine connections—with our guests and with one another—because we care deeply about creating meaningful moments. Here in Whistler, the passion for the mountains unites us. It’s this shared love for our environment and our community that fuels our dedication to thoughtful, personalized service. We uphold Four Seasons’ rigorous standards through strong training, clear communication, and a culture of accountability—but we always lead with heart. By combining globally recognized service standards with the authenticity and energy of our people, we ensure every guest experience is not only consistent, but unforgettable.
Q – How does guest feedback influence the continuous development and refinement of guest services at Four Seasons?
A – Guest feedback is a critical part of our continuous improvement process. We actively collect insights through direct surveys and digital channels. Every piece of feedback is reviewed, and trends are analyzed. We act on both positive and constructive comments to refine our services, whether that’s adjusting the timing of Housekeeping service or launching new amenities. Our commitment to service excellence means we’re always evolving to meet – and often exceed – guest expectations.
Q – What role does technology play in enhancing the guest experience at Four Seasons Hotels & Resorts, and how do you balance digital convenience with personalised service?
At Four Seasons Resort and Residences Whistler, we enhance guest experiences by integrating advanced technology with our signature personalized service. Our Four Seasons Mobile App offers 24/7 real-time chat with our on-site team, ensuring prompt, human responses to your requests—no chatbots involved. Through the app, you can manage reservations, order in-room dining, schedule spa treatments, and more, all tailored to your preferences. This seamless blend of digital convenience and genuine human interaction ensures your stay is both efficient and deeply personal.
Q – How do you tailor guest experiences to individual preferences while maintaining the brand’s high standards of luxury hospitality?
A – Personalization is a cornerstone of the Four Seasons experience. From the moment a guest books, we begin to gather insights into their preferences, such as room temperature, dining preferences, and activity interests. Our teams use this information to curate bespoke experiences that feel tailored yet still align with our luxury standards. Whether it’s a private candlelit dinner in a secluded part of the resort or arranging a helicopter tour, we ensure that each experience is carefully designed to delight the guest without compromising the quality and sophistication of our resort.
Q – How does Four Seasons integrate eco-friendly practices into the guest experience?
A – At Four Seasons Resort and Residences Whistler, we integrate eco-friendly practices to enhance the guest experience responsibly. Our initiatives include sourcing 98.5% of our electricity from clean hydroelectric power, implementing comprehensive recycling and organic waste diversion programs, and eliminating single-use plastics. We support local biodiversity by participating in programs like the great toad migration near Lost Lake and maintain 16 rooftop beehives, providing honey for our culinary offerings. Additionally, guests can engage in educational experiences, such as visits to the Squamish Lil’wat Cultural Centre, fostering a deeper connection with the local environment and Indigenous cultures.
Q – What training programmes or initiatives are in place to ensure your team consistently delivers exceptional service?
A – At Four Seasons Resort and Residences Whistler, we believe that authentic care cannot be taught—it begins with hiring individuals whose values align with our brand’s ethos of genuine hospitality. While we uphold rigorous service standards and provide regular training through dedicated learning managers and engaging workshops, our core philosophy is rooted in the Golden Rule: treating others as we wish to be treated. This principle not only ensures consistent, heartfelt service for our guests but also fosters a supportive and respectful workplace culture where employees feel valued and inspired. As that’s truly what differentiates us from other hospitality companies
Q – How does interdepartmental collaboration enhance the overall guest experience, and what strategies ensure seamless coordination between teams?
A – Collaboration is essential to ensuring the guest experience is seamless. We have regular meetings between departments, from front desk to culinary to housekeeping, to ensure everyone is aligned on guest needs. We use shared communication platforms that allow departments to stay updated on guest preferences, movements and requests. This interconnectedness allows us to deliver a unified experience where every team member works together towards a common goal – creating an unforgettable stay for the guest.
Q – Can you share a memorable guest story that highlights the impact of Four Seasons’ dedication to service excellence?
A – One of the most memorable moments that comes to mind involves a guest celebrating a milestone birthday. We learned that this particular guest was a big fan of personalized touches, so we made it our mission to create an experience that was truly unique and unforgettable. We started by decorating his room with custom birthday decorations and a personalized gift that aligned with his interests. When the guest arrived, his reaction was absolutely priceless—he was over the moon! But we didn’t stop there. Our entire team was alerted to the special occasion, and we wanted to ensure that every aspect of his stay felt celebratory. When he went to our restaurant, the team greeted him with a “Happy Birthday” printed on his coffee, adding that personal touch to his meal. Later, as he headed to the spa for a relaxing treatment, our spa team was also prepared to greet him with birthday wishes. But the most memorable moment came before he entered the spa when we surprised him with a custom bathrobe embroidered with his initials—a small gesture that added a lot of meaning. From the moment he arrived to the moment he left, we worked together as a team to make sure he felt valued and celebrated. It was a beautiful example of how our commitment to service excellence and attention to detail can turn an ordinary stay into an extraordinary one.