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Four Seasons Logo Four Seasons · Hospitality and Tourism

Assistant Guest Experience Manager

United States of America, Chicago 65000.00 - 75000.00 USD / Year · Job Posted February 16, 2026
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Job Description

The Assistant Manager, Guest Experience is responsible for supporting the daily operations of the Guest Experience department and ensuring that all Elite and VIP guests receive the highest level of personalized service throughout their stay. This position plays a key leadership role in coordinating cross‑departmental communication, managing pre‑arrival planning, and maintaining service consistency in line with Four Seasons and Forbes standards. In addition, the Assistant Manager functions as the acting department head on scheduled days off of the Head Concierge, providing operational oversight, team guidance, and guest issue resolution for both Guest Experience and the Concierge team.

Job Responsibility

  • Support the daily operations of the Guest Experience department
  • Ensure all Elite and VIP guests receive the highest level of personalized service throughout their stay
  • Play a key leadership role in coordinating cross‑departmental communication, managing pre‑arrival planning, and maintaining service consistency
  • Function as the acting department head on scheduled days off of the Head Concierge
  • Monitor workflow, ensure task follow‑through, and uphold departmental and brand service standards
  • Address guest concerns promptly and coordinate service recovery efforts
  • Review all Elite/VIP arrivals 3–5 days in advance and ensure pre‑arrival outreach is completed
  • Coordinate special requests and amenities with other departments
  • Oversee VIP room blocking, upgrade considerations, and Out‑of‑Service room planning
  • Participate in daily VIP and operational meetings
  • Assign meet‑and‑greet coverage and monitor guest ETAs and transportation arrangements
  • Review room status and inspect VIP rooms to confirm readiness
  • Greet Elite/VIP guests on arrival and assist with check‑in
  • Conduct mid‑stay courtesy calls, respond to service requests, and monitor guest satisfaction
  • Manage guest correspondence, including the Elite inbox
  • Greet VIP guests upon departure when possible
  • Complete departure follow‑up calls and send post‑stay communications
  • Record guest feedback, preferences, and relevant stay information in Golden
  • Support execution of seasonal and citywide programming
  • Coordinate yacht operations including SOP adherence, booking oversight, billing, and guest escort
  • Oversee In‑Room Experiences and Red‑Carpet Movie Nights
  • Maintain supplies for children’s amenities, welcome programs, Concierge “Need It Now” items, and Guest Experience activations
  • Produce the monthly Guest Experience newsletter
  • Support responses to Forbes Travel Guide evaluations and Preferred Partner advisor correspondence
  • Assist with reservation inquiries, updates, and Elite benefit communication
  • Create customized recognition touches for special occasions and support service recovery initiatives
  • Complete urgent guest errands or same‑day requests as needed

Requirements

  • Minimum of 2–3 years of experience in luxury hospitality, preferably in Guest Experience, Concierge, or Front Office leadership
  • Demonstrated ability to lead teams and manage daily operations
  • Strong communication, organizational, and problem‑solving skills
  • Proficiency with Opera, Golden, CORE, Microsoft Office Suite, KEY and internal hotel systems
  • Ability to work flexible schedules, including weekends, holidays, and varied shifts
  • High degree of professionalism, emotional intelligence, and discretion when handling confidential guest information
  • Physical Requirements: Ability to stand and walk for extended periods
  • Ability to lift and transport items up to 25 pounds as needed for amenities or event setups
  • Candidates must have valid work authorization for the U.S.

What we offer

  • Energizing Employee Culture where you are encouraged to be your true self
  • Comprehensive learning and development programs to help you master your craft
  • Competitive wages and benefits (Medical, Dental, Vision and Retirement Plan) as well as Paid Time Off & Holiday Pay
  • 401(k) Retirement Plan including Employer Matching Program
  • Inclusive and diverse employee engagement & recognition events all year-round
  • Exclusive discount and travel programs with Four Seasons
  • Complimentary Dry Cleaning for Employee Uniforms & Employee Meals
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