Assistant Guest Services Manager

Four Seasons Hotels and Resorts•Naples, FL

About The Position

The Assistant Guest Services Manager oversees the Guest Service Team to ensure exceptional guest arrival and departure experiences. The role assists in managing Bell and Door staff, works with the front-drive valet team to uphold Four Seasons standards, and collaborates with Front Office and Guest Relations to respond to guest requests. The manager oversees the day-to-day operations of the door, valet, and bell teams and must be able to work quickly in a high-pressure environment while handling multiple tasks. Responsibilities span people management, service and operational quality, and department financial performance. The manager coordinates and schedules staff, conducts briefings and reviews, manages supplies and guest logistics, monitors service standards and guest feedback, and supports accurate payroll, billing, parking, and labor practices. The role may also support other Rooms Department areas during absences or high-volume periods and provide basic troubleshooting for in-room technology and business-center services.

Requirements

At least 3 years of experience in an operational management position at a luxury property.
Ability to read, write, and speak English.
Flexible schedule and ability to work weekends and holidays.
Legal work authorization in the United States.

Nice To Haves

College degree or equivalent experience.

Responsibilities

Motivate, manage, and coordinate the Bell, Valet, and Door teams to provide exceptional service in accordance with Four Seasons standards.
Conduct daily briefings across all three shifts, covering VIP arrivals and in-house VIPs, service issues, events, and other relevant information.
Create and issue employee reviews, including annual and 90-day probationary reviews.
Ensure employees have access to required systems, accounts, and programs, including CHAT, Key, Opera, and email.
Issue disciplinary actions for service errors, omissions, and conduct issues.
Conduct departmental meetings about hotel and company updates.
Act as a liaison between hotel departments and Guest Services staff.
Respond appropriately to hotel emergencies and safety situations.
Maintain relationships with third-party vendors and coordinate services such as FedEx pickups and deliveries.
Schedule staff according to business levels and labor standards.
Coordinate group luggage handling and special amenity deliveries for groups.
Order and manage department operating and guest supplies, ensuring employees have the tools needed to perform their jobs.
Maintain clean, neat, organized, and safe work areas, and ensure packages and parcels are organized and logged.
Create the following day's arrival list nightly.
Assist teams during high-volume periods to avoid guest inconvenience.
Correspond with guests to support satisfaction and service recovery, including reviewing Medallia and TripAdvisor feedback.
Conduct standards testing and spot checks and provide constructive feedback.
Use Hotsos for requests, reports, and standards testing, and understand Vocera.
Order departmental supplies through BirchStreet and requisitions while staying within budget.
Complete payroll accurately and on time, including pay codes, job codes, hours, and porterage.
Ensure sufficient staffing for scheduled and pop-up events.
Analyze garage inventory with the overnight audit to ensure overnight revenue is captured.
Manage the hold-car operation according to contract, monitoring vehicle counts and limits.
Use ADP and Heath, and ensure services are completed and billed accurately.
Manage MMBs daily and counsel employees regarding unapproved violations.
Review parking costs annually based on the competitive set and labor increases.
Ensure porterage is posted and managed for group and room-drop services.
Minimize overtime through timecard spot checks, approval monitoring, and counseling employees who do not comply with overtime policy.
Assist with Front Office, Concierge, Guest Relations, and lobby responsibilities when the Rooms Department Head is absent or during heavy volume.
Provide basic troubleshooting for in-room Internet, TV, iPad, and Business Center Corner services.