Guest Services Supervisor

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:

Sophisticated urban retreat on the waterfront. Our modern, urban retreat, positioned at the edge of Baltimore’s Harbor East, offers a host of luxurious amenities such as a five-star Spa to a rooftop pool, setting the scene for fabulous vacations with kids, romantic getaways and business stays. Miles of walkable waterfront, top restaurants and city landmarks are all within easy reach.

About the role:

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. The deeply instilled Four Seasons culture is personified by its employees, people who share a single focus and are inspired to offer great service. While service is our competitive advantage, having a great employee culture is how we get there.

What you will do

• Supervises the activities of the Bell Staff and Driveway Staff. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

• Supervises the Guest Services staff. Directs all activities to the Guest Services Manager and the Night Manager / HAMS to ensure communications and follow-up on any problems, guest requests or special requirements.

• Assists GSM with training and scheduling the staff.

• Provides input for Performance Evaluations and recommendation for discipline of staff when needed.

• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.

• Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees. Responds swiftly and effectively in any hotel emergency or safety situation.

• Collaborate and communicate seamlessly with co-workers and all departments to ensure organized and professional service

• Greet guests who arrive by opening their car door and welcoming them to the hotel while assisting guests descending from cars.

• Issue appropriate valet parking ticket to guests who want car parked. · Greet guests and local patrons arriving on foot.

• Open hotel doors for all guests and local patrons.

• Guide hotel guests to the Front Desk for check-in. Offer services to transport luggage to room and/or escort guest to their rooms.

• Assure the smooth flow of traffic on the drive by directing guest cars and taxis to the appropriate positions and directing valet parkers to park cars. ·

• Provide guests with directions, recommendations, and information about the city and its attractions. Hails taxis as needed. Loads luggage in car for departing guests.

• Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints, assists customers in all inquiries in connection with hotel services, the local area, in-house events, etc.

• Work harmoniously and professionally with all departments.

• Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact

What You Bring

• Preference of guest services leadership experience in a luxury hotel

• Excellent reading, writing and oral proficiency in the English language.

• Strong selling and interpersonal skills.

• High level of creativity and attention to detail

• Ability to handle multiple tasks and make decisions in a fast paced client driven environment.

• Ability to remain calm and organized in busy environment.

• Strong communication skills

What to Expect from your Employee Experience

• Hourly Rate: $22.25
• Medical, vision and dental insurance
• Complimentary life insurance
• Short-term disability insurance
• Paid time off and holiday
• 401k Retirement Plan
• Exciting training and development opportunities
• Complimentary employee meals
• Complimentary room nights at Four Seasons hotels around the world
• Discounted employee parking
• And Much More!

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - Maryland law, an employer may not require or demand, as a condition of employment, prospective employment or continued employment, that an individual submit to or take a lie detector or similar test. An employer who violates this law is guilty of a misdemeanor and subject to a fine not exceeding $100.