Assistant Guest Services Manager

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.

Will oversee the Guest Service Team to ensure an exceptional arrival and departure experience. They will assist in managing the Bell and Door Staff directing them in performing their job duties.  They will also Work closely with the front drive valet team partner in ensuring the guest experience at the front drive adheres to all Four Seasons’ standards.  Collaborate with the Front Office and Guest Relations team in assisting guests with their requests. Overseeing the day to day operation of the door, valet and bell teams, this individual must have the ability to work quickly in high-pressure environment and ability to handle multiple tasks at once.

ESSENTIAL FUNCTIONS: 

People:

-Motivate/Manage and coordinate the Bell, Valet, and Door teams to provide exceptional service while upholding Four Seasons standards.

-Conduct daily briefings for all 3 shifts to include VIP arrival, in house VIP’s, glitch guests, event happenings etc. to ensure all are informed and set up for success.

-Create and issue employee reviews (annual, 90 day probationary etc.)

-Ensure every employee has all access to CHAT, Key, Opera, email, logins + programs

Issue disciplinary actions for errors and omissions of service, personal conduct, etc.

-Conduct departmental meetings to discuss hotel/company updates

-Serve as a direct liaison between hotel departments and guest services staff.

-Respond properly in any hotel emergency or safety situation.

-Maintain a good relationship with third party vendors (Arranging FedEx pick up or deliveries)

Product:

-Schedule all staff in direct relation to business levels and labor standard.

-Arrange and coordinate the handling of group luggage both on arrival and departure.

-Arrange and coordinate special amenity deliveries for groups in house.

-Order and manager operating and guest supplies for the departments

-Ensure all tools are available to employees enabling them to perform their job to standard.

-Ensure a clean, neat, organized, and safe work area

-Ensure all packages and parcels are well organized and log

-Create arrival list on a nightly basis for the following day.

-Assisting each area during times of high business volume to ensure guests are not inconvenienced.

-Correspond with guests as needed to ensure satisfaction and/or recover from service errors. (Glitch Recovery and review Medallia & Trip Advisor)

-Conduct standard testing and spot checks while providing constructive feedback on the spot.

-Understand Hotsos program (i.e. input requests, run reports, standards testing, etc)

-Understand Vocera

-Order Supplies for department using birchstreet and requisitions; ensure ordering is within budget

• →Newspapers (for both guests and outlets)
• →Cleaning Supplies (Bell cart polish)
• →FedEx slips + supplies
• →Boxes + tape for packing

-College degree preferred or equivalent experience.

-Minimum 3 years of experience in a management (operational) position in a luxury property.

-Ability to read, write and speak English.

-A successful candidate will have a flexible schedule, ability to work weekends and holidays. Must possess legal work authorization in the United States.  

US work authorization is required.