Guest Services Manager Job at Four Seasons (Los Angeles)

Job Description

About Four Seasons: Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

Job Responsibility

Demonstrates strong foundational knowledge of team building
Ensures consistency across Guest Services and Concierge by developing, implementing, and maintaining clear policies, procedures, and standard practices
Ensures all Guest Services, Valet, Bell, and Concierge colleagues consistently comply with core and culture service standards
Serves as a highly visible leader in the public areas
Interviews, selects, trains, coaches, and supervises staff
Conducts required departmental commitments including standards testing, monthly meetings, and performance reviews
Designates a qualified supervisor or manager to oversee operations when absent
Builds schedule coverage for Guest Services and Concierge
Personally engages in guest complaint resolution
Ensures glitches and service recovery follow‑ups are completed accurately
Greets and connects with current glitch guests upon during their stay and departure
Escorts VIP guests whenever possible
Be assigned as a point of contact for our guests
Anticipates guest needs
Oversees proper handling of guest messages, packages, parcels, flowers, and special items
Maintains extensive knowledge of local attractions, cultural institutions, restaurants, theaters, sports, leisure activities, exhibits, and events
Cultivates strong community relationships
Demonstrates full understanding of all Concierge systems, procedures, and brand standard processes
Maintains an active presence during peak operations
Leads and coordinates the Curbside program
Collaborates closely with Valet Parking
Works with the Guest Service team members to ensure efficient luggage handling
Works with the Front Office to support group arrivals, VIPs, special guests, and guest preferences
Coordinates group‑related logistics with Conference Services Managers
Coordinates event‑related logistics with the Banqueting Manager
Attends daily and weekly operations meetings
Maintains Concierge desk and storage areas in an organized, efficient state
Ensures accurate completion of payroll, labor forecasting, and other administrative duties
Understands the departmental P&L, analyzes performance trends, and provides meaningful insight
Revenue growth through effective management of the garage operation and drives ancillary revenue generation from Concierge services
Proficiently uses hotel computer systems, phone systems, and department‑specific technology platforms
Completes additional tasks, projects, or assignments as requested by hotel management

Requirements

Schedules all Guest Services and Concierge team members, including Bell, Valet Parking, and Door staff
Completes all required payroll documentation and prepares accurate labor forecasts
Performs all reasonable services requested by guests, anticipates their needs
Ensures all guest vehicles and keys are handled with utmost caution, professionalism, and security
Coordinates seamless cooperation among Guest Service and Concierge
Handles guest complaints related to Guest Services and Concierge with professionalism, maturity, and discretion
Develops action plans to address recurring service glitches within Guest Services and Concierge
Responds appropriately and efficiently to all hotel emergencies or safety situations
Oversees the welcoming of all curbside guests and VIP arrivals
Coordinates management lobby presence during peak arrival and departure periods
Maintains the front drive, garage and main lobby areas in a clean, organized, and presentable condition
Performs additional tasks or projects assigned by hotel management

What we offer

Comprehensive benefits package: Medical/Dental/Vision
401K Retirement Savings Plan
Employee Assistance Program
Investment in your Wellbeing
Life Insurance
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

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