Assistant Guest Services Manager

Four Seasons Hotels and Resorts•Baltimore, MD

1d•$62,000 - $65,000•Onsite

About The Position

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. About the location: Sophisticated urban retreat on the waterfront. Our modern, urban retreat, positioned at the edge of Baltimore’s Harbor East, offers a host of luxurious amenities such as a five-star Spa to a rooftop pool, setting the scene for fabulous vacations with kids, romantic getaways and business stays. Miles of walkable waterfront, top restaurants and city landmarks are all within easy reach. Oversees the Guest Services and front drive operations and acts as the manager on duty in the hotel when senior managers are not available. Supervise, train and motivate employees within Guest Services and Valet department to thoroughly understand all of their duties and responsibilities. Helps manages the staff at the Guest Services. Directs all activities to ensure communications and follow-up on any problems, guest requests or special requirements. Reviews and monitors schedules of staff within the department. Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met. Resolves customer complaints and handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone. Coordinates arrivals and departure requirements. Ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests and Groups. Takes action in all matters related to the safety, security, satisfaction and well being of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation. Assists valet and door attendants in ensuring check in and check out standards are met. Directs staff that performs the following duties and will also perform these duties on own: welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

Responsibilities

Oversees the Guest Services and front drive operations and acts as the manager on duty in the hotel when senior managers are not available.
Supervise, train and motivate employees within Guest Services and Valet department to thoroughly understand all of their duties and responsibilities.
Helps manages the staff at the Guest Services.
Directs all activities to ensure communications and follow-up on any problems, guest requests or special requirements.
Reviews and monitors schedules of staff within the department.
Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met.
Resolves customer complaints and handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
Responds to all guest requests in an accurate and timely manner.
Coordinates arrivals and departure requirements.
Ensures any discrepancies are resolved.
Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests and Groups.
Takes action in all matters related to the safety, security, satisfaction and well being of hotel guests and employees when senior managers are not available.
Responds swiftly and effectively in any hotel emergency or safety situation.
Assists valet and door attendants in ensuring check in and check out standards are met.
Directs staff that performs the following duties and will also perform these duties on own: welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill.
Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.