Assistant Guest Services Manager

Four Seasons Hotels and Resorts•Orlando, FL

About The Position

The Assistant Guest Services Manager is responsible for delivering a customized, memorable and unique experience to resort guests and residents. By personalizing the service and improving guest loyalty, this position will consistently focus upon developing new ways to improve the guest experience. This position oversees the resolution of guest concerns, and facilitates the delivery of quality, clean and safe facilities, amenities and services. This position works cohesively with all other departments within the resort, as well as Front of the House Managers within the Front Office. In this role, you are responsible for monitoring guest satisfaction and recommending approaches that can be implemented to better serve our guests. The core competencies required to perform the duties of the role include outstanding leadership, effective communication, strong interpersonal and guest service skills, as well as the skill to possess advanced knowledge of Four Seasons’ products and services.

Requirements

Experience in dealing with guests in difficult situations.
Experience of maintaining the highest level of service in high-pressure situations
Excellent communicator, coach and motivator
Understanding of Health and Safety regulations
Computer literate
Good understanding of staff welfare
Crisis management training
Confidence to demonstrate the passion to provide excellent service to our guests
A sincere willingness to provide service to residents, guests, and peers.
Good organizational skills, with the ability to work independently.
Ability to function well under pressure, set priorities and adjust to changing conditions.
High work ethic, with a sense of responsibility for the role filled within our team.
A successful candidate will have a flexible schedule, ability to work weekends and holidays.
Must be fluent in English and possess legal work authorization in the United States.

Responsibilities

Effectively leading and managing the Guest Services teams (Bellman, Doorman, and Guest Experience Ambassador teams) to ensure we comply with all standards and operating procedures
Provide upscale guest service experiences to guests throughout their stay
Ensure guests are properly greeted upon their arrival
Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
Oversee check-in and check-out procedures, including reservations and financial transactions
Promptly address guests’ requests, actively listen to and resolve complaints
Ensure special guests (HRG Guests) receive personalized services
Proactively manage and engage 3rd party vendors included but not limited to: Transportation, Valet parking and car rental companies, Disney and all other partners.
Inform guests of resort’s services (e.g. dining options, Spa and activities) and promote all hotel amenities, conveniences and programs offered
Recommend local tourist spots, including places to dine, shop and sight-see
Establish friendly relationships with regular hotel guests, members and residents
Collaborate with Director of Residences to deliver first in class experiences and services to residents
Assumes position of duty manager ensuring the highest possible standards of guest service, presentation, technical operation and safety in all operation areas within the Front Office.
Monitors standards of service and response to our overall product, through observations and Medallia guest comments, and recommends short- and long-term changes through regular feedback, daily reports and proposals.
Communicates effectively with all Managers and front-line team members on procedures, policies and general activities.
Ensures appropriate feedback to all – RVP/GM, Resort Manager, People and Culture, Marketing, etc. to enable a quick response to guests and employee related issues.
Demonstrates strong rooms upsells approach by fulfilling resort’s yearly goals, motivating the Front Office team and keeping issue “top of mind” year round.
Coaches and supports all Managers to take ownership and complete responsibility for managing their time and development within each specific area.
Leads by example and demonstrates the perfect role model for all guest-facing team members.
Adopts an enthusiastic, assertive and passionate approach to guest service and demonstrates our Seasons values at every opportunity.
Supports the communication of new initiatives and strategies to ensure effective implementation.
Actively encourages and supports new and innovative ideas from all team members on how to improve the business processes and guest service.
Demonstrates an ability to bring the best out of all team members in all situations and rewards positive innovative / improvisational thinking and praises accordingly.
Manages the staff at the CGS, by training, scheduling and conducting performance evaluations and disciplines staff when needed.
Coordinates arrivals, departures and billing requirements with Sales and Catering Department.
Blocks rooms for arrivals and ensures any discrepancies are resolved.
Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
Assures that all financial and credit procedures are followed
Resolves guest complaints from all areas of the resort, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
Responds to all guest requests in an accurate and timely manner. Interaction with guests will be in person and by phone.
Utilizes a variety of computer systems within all Front Office departments.
Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
Works closely with Bell Staff and Butlers to ensure smooth handling of guest luggage, deliveries and special requests.
Responsible for all VIP guests, by ensuring the guest experience is flawless from pre-arrival, throughout stay and after departure.