Guest Services Manager Job at Four Seasons (Chicago)

Job Description

The Four Seasons Chicago is looking for a talented Guest Services Manager! This position is part of the Rooms Management team and manages the hotel lobby and arrival/departure experience of the respective hotel.

Job Responsibility

Demonstrates strong foundational knowledge of team building, fostering an environment of trust, collaboration, and open communication
Ensures consistency across Guest Services by developing, implementing, and maintaining clear policies, procedures, and standard practices
Ensures all Guest Services, Valet, House Car, and Bell colleagues consistently comply with core and culture service standards
Serves as a highly visible leader in the public areas, representing Executive Management at all times
Interviews, selects, trains, coaches, and supervises staff
Conducts required departmental commitments including standards testing, monthly meetings, and performance reviews
Builds schedule coverage for Guest Services to optimize service and meet budgetary guidelines
Personally engages in guest complaint resolution in collaboration with Front Office Managers
Ensures glitches and service recovery follow-ups are completed accurately and in a timely manner
Greets and connects with current glitch guests upon arrival, during their stay and departure
Escorts VIP guests whenever possible and ensures seamless handling of repeat and return guests
Anticipates guest needs and ensures all reasonable requests are fulfilled promptly and efficiently
Cultivates strong community relationships to facilitate reservations, ticketing, transportation, and guest recommendations
Demonstrates full understanding of all Concierge and Front Desk systems, procedures, and brand standard processes
Maintains an active presence during peak operations by adjusting personal schedule as needed
Leads and coordinates the Curbside program while ensuring synergy between Valet, Door, Bell, and Front Desk operations
Coordinates group-related logistics with Conference Services Managers
Understands the departmental P&L, analyzes performance trends, and provides meaningful insight into areas of opportunity to improve financial results
Schedules all Guest Services team members to ensure optimal coverage and maximum guest satisfaction
Handles guest complaints related to Guest Services with professionalism, maturity, and discretion
Develops action plans to address recurring service glitches within Guest Services
Responds appropriately and efficiently to all hotel emergencies or safety situations
Oversees the welcoming of all curbside guests and VIP arrivals
Maintains the front drive, garage and main lobby areas in a clean, organized, and presentable condition

Requirements

At least 3-5 years of relevant work experience in a similar position
Self-driven and a strategic resourcing professional
Able to work independently and under pressure in a fast-paced working environment
Good team spirit, multi-tasking, cooperative with good communication and interpersonal skills
Valid Driver’s License and capable of driving vehicles

What we offer

Energizing Employee Culture where you are encouraged to be your true self
Comprehensive learning and development programs to help you elevate your craft
Competitive wages and benefits (Medical, Dental, Vision and Retirement Plan) as well as Paid Time Off & Holiday Pay
Eligibility to Annual Incentive Program
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 Employee Meals

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