Guest Services Manager Jobs

Our Brand Promise: At Four Seasons, Life is richer when we truly connect to the people and world around us.

Whether you work, stay, live or discover with us, our purpose is to create impressions that will last a lifetime.

Our Promise to you:

To create a culture and a work ethic based on the Golden Rule, giving our people a framework to pursue a superior international service culture.

What makes us unique: In the heart of Beverly Hills & West Hollywood this award winning hotel stands a city icon, buzzing with the energy and excitement of one of the most diverse destinations in the world. Soak up the sun at our resort-style pool, savour award-winning Italian cuisine at Culina Ristorante and discover a new level of wellness at our Spa – or in the comfort of your very own guest room.

What we expect:

Job duties include but are not limited to:

• Oversight Valet, Door & Bell Services, reporting to the Assistant Director of Rooms & Director of Rooms

• Lead Guest Experience with the arrival/departure process, generate action plans and achieve best-in-class results and KPIs and Medallia Scores

• Communicate and liaison closely with Catering, Sales, F&B & Front Office on events to plan for arrival/departure and vehicle movements

• Communicate and liaison with Front Office & Sales & Catering to plan on Bell movements and luggage assistance

• Provide seamless arrival/departure experience for VIPs through transportation bookings, mobile/web check in program and curbside meet and greet

• Champion arrivals and departures through the mobile/web check in program

• Champion the lobby ambassador program and “Show me you know me” program

• Is accountable for being a highly visible individual in the lobby that well represents the Executive Management

• Ensure transportation bookings for VIP are all met on arrival and greeted. Inspection to be done on all vehicles

• Accountability on ensuring guest concerns (glitches) are followed up on in a timely manner and that glitch guest are greeted upon departure

• Attending weekly meetings – Resume Meeting, Room Operations Daily Meeting..etc

• Adjustment of her/his own schedule in order to maximize her/his visibility when most needed

• The ability to interview and select job applicants, train and supervise staff in the performance of their duties; conduct performance appraisals and discipline employees

• Assist all departments in time of need: Front Office &, Guest Relations & Concierge

• Ensuring coverage in the lobby meeting and greeting guests

• Manage relevant expenses of the department

• Ensure exterior Front Drive is kept maintained, coordinating with engineering on polishing and maintenance needs

• Ensure safety & security practices are maintained within the Front Drive to eliminate vehicle damages and/or theft

• Handle guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, resolving guest issues and assisting with guest inquires as required ensuring guest issues are resolved within 24 hours.

• Perform any additional duties as assigned by the Assistant Director of Rooms or Director of Rooms

• Assist guests in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.

• Respond to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices, taking opportunities to create extraordinary experiences whenever possible

• Communicate with team members to ensure the highest level of personalized service

• Assist hotel outlets in putting processes in place to ensure that these opportunities are executed by all employees

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

Ideal candidate will have:

• The ability to schedule all Guest Service staff (Bell staff, Valet Parking and Door staff) to ensure maximum guest satisfaction within budgeted guidelines

• The ability to complete all payroll records required and prepare labor forecast

• The ability to perform all reasonable services a guest may require, anticipate guest requests and requirements in order to satisfy them efficiently and promptly

• The ability to ensure all vehicles and keys are handled with caution and are properly secured

• The ability to coordinate the cooperation between all Guest Service staff in handling guest cars, luggage, etc

• The ability to handle guest complaints or problems relating to Guest Service with professionalism and maturity, keeping the DOR/ADOR well informed as to problems and actions taken

• The ability to create action plans to rectify reoccurring Guest Services glitches, including the ability to put in places a training program for rectification and retraining of the Guest Service team when needed

• The ability to respond properly in any hotel emergency or safety situation

• The ability to coordinate the welcoming of all curbside guests and V.I.P.

• Coordination of management lobby presence during peak arrival and departures of groups and events

• The ability to maintain Motor Lobby and Lobby in clean and tidy condition with coordination with Engineering and Housekeeping

• The ability to perform other tasks or projects as assigned by hotel management and staff

What we Offer:

• Salary Range: $60.000 - $70.000

• Medical/Dental/Vision Insurance

• 401K Retirement savings plan

• Employee Assistance Program

• Investment in your Wellbeing

• Life Insurance

• Complimentary Room nights and discounted rates

• Free on-site parking

• Training programs, tuition reimbursement

• Growth & Development opportunities

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.