Assistant Guest Services Manager

Responsibilities Leadership & Staff Management Demonstrates strong foundational knowledge of team building, fostering an environment of trust, collaboration, and open communication. Builds meaningful personal connections with team members to enhance engagement, motivation, and overall departmental performance. Assists in maintaining consistency across Guest Services and Concierge by driving development, implementation, and maintenance of policies, procedures, and standard practices that support operational excellence and brand alignment. Ensures all Guest Services, Valet, Bell, and Concierge colleagues consistently comply with core and culture service standards. Serves as a highly visible leader in public areas. Assists in interviews, training, coaching, and supervision of staff; conducts performance appraisals and, when necessary, administers disciplinary action. Conducts required departmental commitments including standards testing, monthly meetings, and performance reviews. Builds schedule coverage for Guest Services and Concierge to optimize service and meet budgetary guidelines. Ensures accurate completion of payroll, labor forecasting, and other administrative duties. Guest Experience & Service Recovery Assists with the Front Desk and Manager on Duty shifts when needed. Works with the Front Office to support group arrivals, VIPs, special guests, and guest preferences. Assists with logistics on the Curbside program while ensuring synergy between Valet, Door, and Bell operations. Personally engages in guest complaint resolution in collaboration with Assistant Managers, keeping senior leadership informed. Ensures glitches and service recovery follow‑ups are completed accurately and in a timely manner. Greets and connects with current glitch guests during their stay and departure. Escorts VIP guests whenever possible and ensures seamless handling of repeat and return guests. Acts as a point of contact for guests to ensure personal recognition. Anticipates guest needs and ensures all reasonable requests are fulfilled promptly and efficiently. Oversees proper handling of guest messages, packages, parcels, flowers, and special items. Concierge Expertise Maintains extensive knowledge of local attractions, cultural institutions, restaurants, theaters, sports, leisure activities, exhibits, and events. Cultivates strong community relationships to facilitate reservations, ticketing, transportation, and guest recommendations. Demonstrates full understanding of all Concierge systems, procedures, and brand standard processes, ensuring consistency and accuracy in service delivery. Other Responsibilities Maintains an active presence during peak operations by adjusting personal schedule as needed. Ensures smooth handling of guest and patron vehicles by the valet team. Works with the Bell team members to ensure efficient luggage handling. Coordinates group‑related logistics with Conference Services Managers. Coordinates event‑related logistics with the Banqueting Manager. Attends daily and weekly operations meetings. Assists in maintaining Concierge desk and storage areas in an organized, efficient state. Systems & Administrative Proficiently uses hotel computer systems, phone systems, and department‑specific technology platforms. Completes additional tasks, projects, or assignments as requested by hotel management. Skills & Qualifications Schedules all Guest Services and Concierge team members, including Bell, Valet Parking, and Door staff, to ensure optimal coverage and maximum guest satisfaction while operating within budgeted labor guidelines. Completes all required payroll documentation and prepares accurate labor forecasts to support operational planning. Willing and flexible to assist with the Front Desk and Manager on Duty shifts when needed. Performs all reasonable services requested by guests, anticipates their needs, and ensures timely, efficient, and thoughtful service delivery. Responds appropriately and efficiently to all hotel emergencies or safety situations in accordance with established procedures. Ensures all guest vehicles and keys are handled with utmost caution, professionalism, and security in accordance with hotel protocols. Coordinates seamless cooperation among Guest Service and Concierge. Handles guest complaints related to Guest Services and Concierge with professionalism, maturity, and discretion. Keeps the Director of Rooms fully informed of issues and the actions taken to resolve them. Develops action plans to address recurring service glitches within Guest Services and Concierge. Helps design and implement training or retraining programs to ensure continuous improvement and alignment with service standards. Oversees the welcoming of all curbside guests and VIP arrivals, ensuring a seamless and distinguished arrival experience. Maintains the front drive, garage and main lobby areas in a clean, organized, and presentable condition through close coordination with Engineering and Housekeeping. Performs additional tasks or projects assigned by hotel management to support overall operational success. Benefits Salary Range: $70,000 - $75,000 Comprehensive benefits package: Medical/Dental/Vision 401(k) Retirement Savings Plan Employee Assistance Program Investment in your Wellbeing Free On‑Site Parking Training Program, Tuition Reimbursement Excellent Training and Development opportunities Employee Discount for stays at any Four Seasons worldwide Complimentary Dry Cleaning for Employee Uniforms Complimentary Employee Meals Annual incentive bonus Schedule Schedule: 40 hours a week, Full‑Time: AM/PM/Overnight Shifts, Holidays and Weekends. Equal Opportunity Four Seasons is an Equal Opportunity, affirmative action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. #J-18808-Ljbffr