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Guest Services Manager

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Four Seasons

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Location:
United States of America , Chicago

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Category:
Hospitality and Tourism

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Contract Type:
Employment contract

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Salary:

75000.00 - 80000.00 USD / Year
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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

Additional Information:

Job Posted:
May 05, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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