Assistant Guest Services Manager

Four Seasons•Los Angeles, CA

23h•Onsite

About The Position

This role is for an Assistant Guest Services Manager at the Four Seasons Hotel Los Angeles at Beverly Hills. The position involves leadership and staff management, ensuring operational excellence, and providing exceptional guest experiences. The manager will oversee Guest Services, Concierge, Valet, and Bell staff, focusing on team building, training, and performance management. A key aspect of the role is guest service recovery, ensuring guest satisfaction and resolving complaints effectively. The position also requires extensive knowledge of local attractions and strong community relationships for concierge services. The Assistant Guest Services Manager will be a visible leader in public areas, assist with Front Desk operations when needed, and ensure the smooth handling of guest vehicles and luggage. This role requires proficiency in hotel computer systems and a willingness to perform additional tasks as requested by management.

Requirements

Schedules all Guest Services and Concierge team members, including Bell, Valet Parking, and Door staff, to ensure optimal coverage and maximum guest satisfaction while operating within budgeted labor guidelines.
Completes all required payroll documentation and prepares accurate labor forecasts to support operational planning.
Willing and flexible to assist with the Front Desk and Manager on Duty shifts when needed.
Performs all reasonable services requested by guests, anticipates their needs, and ensures timely, efficient, and thoughtful service delivery.
Responds appropriately and efficiently to all hotel emergencies or safety situations in accordance with established procedures.
Ensures all guest vehicles and keys are handled with utmost caution, professionalism, and security in accordance with hotel protocols.
Coordinates seamless cooperation among Guest Service and Concierge.
Handles guest complaints related to Guest Services and Concierge with professionalism, maturity, and discretion.
Keeps the Director of Rooms fully informed of issues and the actions taken to resolve them.
Develops action plans to address recurring service glitches within Guest Services and Concierge.
Help design and implement training or retraining programs to ensure continuous improvement and alignment with service standards.
Oversees the welcoming of all curbside guests and VIP arrivals, ensuring a seamless and distinguished arrival experience.
Coordinates management lobby presence during peak arrival and departure periods, including group movements and event related traffic.
Maintains the front drive, garage and main lobby areas in a clean, organized, and presentable condition through close coordination with Engineering and Housekeeping.
Performs additional tasks or projects assigned by hotel management to support overall operational success.

Responsibilities

Demonstrates strong foundational knowledge of team building, fostering an environment of trust, collaboration, and open communication.
Builds meaningful personal connections with team members to enhance engagement, motivation, and overall departmental performance.
Assist maintaining consistency across Guest Services and Concierge by driving development, implementation, and maintaining clear policies, procedures, and standard practices that support operational excellence and brand alignment.
Ensures all Guest Services, Valet, Bell, and Concierge colleagues consistently comply with core and culture service standards.
Serves as a highly visible leader in public areas.
Assist in interviews, training, coaching, and supervision of staff; conducts performance appraisals and, when necessary, administers disciplinary action.
Conducts required departmental commitments including standards testing, monthly meetings, and performance reviews.
Build schedule coverage for Guest Services and Concierge to optimize service and meet budgetary guidelines.
Ensures accurate completion of payroll, labor forecasting, and other administrative duties.
Assists with the Front Desk and Manager on Duty shifts when needed.
Works with the Front Office to support group arrivals, VIPs, special guests, and guest preferences.
Assists with logistics on our Curbside program while ensuring synergy between Valet, Door, and Bell operations.
Personally engages in guest complaint resolution in collaboration with Assistant Managers, keeping senior leadership informed.
Ensures glitches and service recovery follow-ups are completed accurately and in a timely manner.
Greets and connects with current glitch guests upon during their stay and departure.
Escorts VIP guests whenever possible and ensures seamless handling of repeat and return guests.
Be assigned as a point of contact for our guests to ensure personal recognition is met.
Anticipates guest needs and ensures all reasonable requests are fulfilled promptly and efficiently.
Oversees proper handling of guest messages, packages, parcels, flowers, and special items.
Maintains extensive knowledge of local attractions, cultural institutions, restaurants, theaters, sports, leisure activities, exhibits, and events.
Cultivates strong community relationships to facilitate reservations, ticketing, transportation, and guest recommendations.
Demonstrates full understanding of all Concierge systems, procedures, and brand standard processes, ensuring consistency and accuracy in service delivery.
Maintains an active presence during peak operations by adjusting personal schedule as needed.
Ensure smooth handling of guest and patron vehicles by the valet team.
Works with the Bell team members to ensure efficient luggage handling.
Coordinates group-related logistics with Conference Services Managers.
Coordinates event-related logistics with the Banqueting Manager.
Attends daily and weekly operations meetings.
Assist in maintaining Concierge desk and storage areas in an organized, efficient state.
Proficiently uses hotel computer systems, phone systems, and department-specific technology platforms.
Completes additional tasks, projects, or assignments as requested by hotel management.