Assistant Guest Services Manager

Four Seasons Hotels and Resorts•Los Angeles, CA

2d•$70,000 - $75,000

About The Position

The Assistant Guest Services Manager supports Guest Services and Concierge operations at Four Seasons Hotel Los Angeles at Beverly Hills. The role provides visible leadership across Guest Services, Valet, Bell, and Concierge, helping ensure consistent service standards, effective staffing, and a polished guest experience. The manager assists with staff hiring, training, coaching, supervision, performance reviews, scheduling, payroll, labor forecasting, and administrative duties. The position helps resolve guest concerns, supports Front Desk and Manager on Duty shifts as needed, coordinates VIP and group arrivals, and ensures timely service-recovery follow-up. It also oversees curbside and arrival operations, supports the handling of guest belongings and vehicles, and coordinates with Front Office, Conference Services, Banqueting, Engineering, and Housekeeping. The role requires strong local knowledge and effective use of hotel and department technology. Additional responsibilities may be assigned to support hotel operations. This is a full-time position working 40 hours per week across AM, PM, and overnight shifts, including holidays and weekends. The stated salary range is $70,000–$75,000.

Requirements

Experience or demonstrated capability in scheduling Guest Services and Concierge teams, including Bell, Valet Parking, and Door staff, 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 when needed.
Ability to anticipate guest needs and provide timely, efficient, thoughtful service.
Ability to respond appropriately to hotel emergencies and safety situations in accordance with procedures.
Ability to handle guest vehicles and keys with care, professionalism, and security.
Ability to coordinate effectively across Guest Services and Concierge operations.
Ability to handle guest complaints professionally, maturely, and discreetly, and keep the Director of Rooms informed of issues and resolution actions.
Ability to address recurring service glitches through action plans and support training or retraining.
Strong knowledge of local attractions, cultural institutions, restaurants, theaters, sports, leisure activities, exhibits, and events.
Proficiency with hotel computer systems, phone systems, and department-specific technology platforms.

Nice To Haves

Not specified.

Responsibilities

Build trust, collaboration, and open communication among team members and foster engagement and motivation.
Help maintain consistent Guest Services and Concierge policies, procedures, and standard practices aligned with operational and brand standards.
Ensure Guest Services, Valet, Bell, and Concierge colleagues comply with service and culture standards; maintain a visible presence in public areas.
Assist with interviewing, training, coaching, and supervising staff; conduct performance appraisals and administer disciplinary action when necessary.
Conduct departmental standards testing, monthly meetings, and performance reviews.
Schedule Guest Services and Concierge coverage, including Bell, Valet Parking, and Door staff, to meet service needs and budget 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 program logistics and cooperation among Valet, Door, and Bell operations.
Resolve guest complaints in collaboration with Assistant Managers, 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; serve as a guest point of contact and recognize repeat and returning guests.
Escort VIP guests whenever possible and ensure seamless handling of their arrivals and stays.
Anticipate guest needs and fulfill reasonable requests promptly and efficiently.
Oversee the handling of guest messages, packages, parcels, flowers, and special items.
Maintain extensive knowledge of local attractions, cultural institutions, restaurants, theaters, sports, leisure activities, exhibits, and events.
Develop community relationships to facilitate reservations, ticketing, transportation, and recommendations.
Understand Concierge systems, procedures, and brand processes and ensure accurate, consistent service delivery.
Adjust personal schedule as needed to maintain an active presence during peak operations.
Ensure smooth handling of guest and patron vehicles by the Valet team and work with Bell colleagues to ensure efficient luggage handling.
Coordinate group logistics with Conference Services Managers and event logistics with the Banqueting Manager.
Attend daily and weekly operations meetings and keep Concierge desk and storage areas organized and efficient.
Use hotel computer systems, phone systems, and department-specific technology platforms proficiently.
Respond appropriately to hotel emergencies and safety situations according to established procedures.
Handle guest vehicles and keys cautiously, professionally, and securely in accordance with hotel protocols.
Develop action plans for recurring service glitches and help design and implement training or retraining programs.
Coordinate management lobby presence during peak arrivals, departures, group movements, and event traffic.
Maintain the front drive, garage, and main lobby in a clean, organized, and presentable condition in coordination with Engineering and Housekeeping.
Complete additional tasks and projects assigned by hotel management.