Assistant Guest Services Manager

Four Seasons•Los Angeles, CA

About The Position

The Assistant Guest Services Manager supports the Guest Services and Concierge operations at Four Seasons Hotel Los Angeles at Beverly Hills. The role helps maintain consistent service standards and operational practices across Guest Services, Valet, Bell, and Concierge, while fostering a collaborative and engaged team. The manager is a visible presence in public areas and assists with staffing, training, scheduling, payroll, labor forecasting, performance management, and administrative duties. The position supports an exceptional guest experience by assisting with Front Desk and Manager on Duty shifts, coordinating VIP and group arrivals, managing curbside operations, resolving complaints and service glitches, and ensuring thoughtful follow-up. It also oversees guest requests and the handling of messages, packages, flowers, and special items. The manager maintains knowledge of local attractions and services, builds community relationships, and coordinates logistics with Conference Services, Banqueting, Valet, Bell, Engineering, and Housekeeping. The role requires flexibility to support peak operations, weekends, holidays, and AM, PM, or overnight shifts.

Requirements

Ability to schedule Guest Services and Concierge employees, including Bell, Valet Parking, and Door staff, to provide optimal coverage within budgeted labor guidelines.
Ability to complete payroll documentation and prepare accurate labor forecasts.
Willingness and flexibility to assist with Front Desk and Manager on Duty shifts.
Ability to anticipate guest needs and provide timely, efficient, and thoughtful service.
Ability to respond appropriately to hotel emergencies and safety situations in accordance with established procedures.
Ability to handle guest vehicles and keys cautiously, professionally, and securely.
Ability to coordinate effectively among Guest Services and Concierge teams.
Ability to handle guest complaints with professionalism, maturity, and discretion.
Ability to keep the Director of Rooms informed about issues and actions taken to resolve them.
Proficiency with hotel computer systems, phone systems, and department-specific technology platforms.

Responsibilities

Build trust, collaboration, and open communication within the team, and develop meaningful connections that support engagement and departmental performance.
Help develop, implement, and maintain policies, procedures, and standard practices for Guest Services and Concierge.
Ensure Guest Services, Valet, Bell, and Concierge colleagues comply with service standards.
Maintain a visible leadership presence in public areas.
Assist with interviewing, training, coaching, supervising, appraising, and, when necessary, disciplining staff.
Conduct required departmental standards testing, meetings, and performance reviews.
Schedule Guest Services and Concierge teams, including Bell, Valet Parking, and Door staff, to provide appropriate coverage within labor guidelines.
Complete payroll documentation, labor forecasts, and other administrative duties accurately.
Assist with Front Desk and Manager on Duty shifts when needed.
Support group arrivals, VIPs, special guests, and guest preferences in coordination with the Front Office.
Coordinate curbside operations and ensure cooperation between Valet, Door, and Bell teams.
Resolve guest complaints professionally and discreetly, keep senior leadership informed, and ensure service-recovery follow-ups are accurate and timely.
Connect with guests experiencing service glitches during their stay and at departure.
Escort VIPs when possible and ensure repeat and returning guests are handled seamlessly.
Serve as a guest point of contact, anticipate needs, and ensure reasonable requests are fulfilled promptly and efficiently.
Oversee the handling of guest messages, packages, parcels, flowers, and special items.
Maintain knowledge of local attractions, cultural institutions, restaurants, theaters, sports, leisure activities, exhibits, and events.
Build community relationships that support guest reservations, ticketing, transportation, and recommendations.
Use Concierge systems and follow procedures and brand standards consistently and accurately.
Adjust personal schedules to remain present during peak operations.
Ensure guest and patron vehicles and keys are handled carefully, securely, and in accordance with hotel protocols.
Coordinate group logistics with Conference Services Managers and event logistics with the Banqueting Manager.
Attend daily and weekly operations meetings and help keep Concierge desk and storage areas organized.
Respond appropriately to hotel emergencies and safety situations according to established procedures.
Develop action plans for recurring service glitches and help design and implement training or retraining programs.
Coordinate management lobby presence during peak arrival and departure periods, group movements, and event traffic.
Coordinate with Engineering and Housekeeping to keep the front drive, garage, and main lobby clean, organized, and presentable.
Complete additional tasks and projects assigned by hotel management to support hotel operations.