New York

Imagine planning for an entertainer dressed as a mermaid to come make a six-year old guest smile. Or, hiring a yacht for the 4th of July so that a guest could watch fireworks on the Manhattan skyline from the water. Guest Relations Manager Johannes Walz says he is “living his dream” in his role at the Four Seasons, New York. Why? Because he’s helping others live theirs.

Walz ensures that guests of the Ty Warner Penthouse Suite are provided with exceptional service—everything from greeting them upon their arrival to remembering their favorite amenities or flower bouquet preferences. As part of a team of three guest relations managers who work closely with the concierge department, Walz is a true virtuoso in his field—he anticipates guests’ needs even before they do, ensuring they receive impeccable service and the most enjoyable stay possible, every time they visit.

When there is a booking in the Ty Warner Penthouse Suite, our guest relations managers act as personal butlers for those guests. That means being on duty at the hotel ‘round the clock to be available to all requests, no matter what time of the day or night. And if a guest returns for another stay in the Ty Warner Penthouse Suite, Walz says they will receive the same guest relations manager every time, to ensure continuity and personalised service.

Walz, a New York transplant who was born and raised just outside of Stuttgart, Germany, says nothing pleases him more than accommodating every possible wish a guest could have.

In his hotel career, which began in 1996, he has worked in manager positions for several departments at other five-star luxury brands including Housekeeping, Front Office and Sales. In 2006, he began working at the Four Seasons, where his unique talents of “thinking ahead of guest needs and expectations” took center stage.