Guest Services Manager

Four Seasons Hotels and Resorts • Chicago, IL

21h • Onsite

About The Position

Four Seasons is powered by its people, committed to creating amazing experiences for guests, residents, and partners through luxury with genuine heart and a world-class employee experience. The company believes in recognizing familiar faces, welcoming new ones, and treating everyone with respect, aiming to create lasting impressions. The Four Seasons Hotel Chicago is a vibrant hub of culture, style, and energy, featuring a newly transformed restaurant and being ranked among Conde Nast Traveler Reader's Choice Top 50 Hotels in the World. It offers 345 elegant guest rooms and suites, a luxury spa, and is located near the Magnificent Mile. Adorn Restaurant and Bar offer globally inspired cuisine, craft cocktails, and a lively atmosphere. The Guest Services Manager position at Four Seasons Chicago is part of the Rooms Management team and is responsible for managing the hotel lobby and the arrival/departure experience for guests.

Requirements

• Strategic thinking
• Strong business acumen
• Good communication and interpersonal skills
• At least 3-5 years of relevant work experience in a similar position
• Self-driven
• A strategic resourcing professional
• Able to work independently and under pressure in a fast-paced working environment
• Good team spirit
• Multi-tasking
• Cooperative
• Valid Driver’s License and capable of driving vehicles

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.
• Ensures consistency across Guest Services by developing, implementing, and maintaining clear policies, procedures, and standard practices that support operational excellence and brand alignment.
• Ensures all Guest Services, Valet, House Car, and Bell colleagues consistently comply with core and culture service standards.
• Performs any tasks necessary to support exceptional guest service and departmental operations.
• Serves as a highly visible leader in the public areas, representing Executive Management at all times.
• Interviews, selects, trains, coaches, and supervises staff; conducts performance appraisals and, when necessary, administers disciplinary action.
• Conducts required departmental commitments including standards testing, monthly meetings, and performance reviews.
• Designates a qualified supervisor or manager to oversee operations when absent.
• Builds schedule coverage for Guest Services to optimize service and meet budgetary guidelines.
• Personally engages in guest complaint resolution in collaboration with Front Office 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 arrival, 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 as part of Curbside Program.
• 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 and Front Desk systems, procedures, and brand standard processes, ensuring consistency and accuracy in service delivery.
• Continuously evaluates these processes to identify improvements and implements creative, brand‑aligned enhancements that elevate the guest experience.
• Maintains an active presence during peak operations by adjusting personal schedule as needed.
• Leads and coordinates the Curbside program while ensuring synergy between Valet, Door, Bell, and Front Desk operations.
• Collaborates closely with Valet Parking to ensure smooth handling of guest and patron vehicles.
• Works with the Guest Service team members to ensure efficient luggage handling.
• Works with the Front Office to support group arrivals, VIPs, special guests, and guest preferences.
• Coordinates group‑related logistics with Conference Services Managers.
• Coordinates event‑related logistics with the Banqueting Manager.
• Attends daily and weekly operations meetings.
• Maintains Guest Services storage areas in an organized, efficient state.
• Ensures accurate completion of payroll, labor forecasting, and other administrative duties.
• Understands the departmental P&L, analyzes performance trends, and provides meaningful insight into areas of opportunity to improve financial results while maintaining service excellence.
• Proficiently uses hotel computer systems, phone systems, and department‑specific technology platforms.
• Completes additional tasks, projects, or assignments as requested by hotel management.
• Assists in covering manager on duty shifts when needed for operation.
• Schedules all Guest Services team members, including Bell, House Car, 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.
• Performs all reasonable services requested by guests, anticipates their needs, and ensures timely, efficient, and thoughtful service delivery.
• 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, Front Desk, and Concierge.
• Handles guest complaints related to Guest Services 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.
• Designs and implements training or retraining programs to ensure continuous improvement and alignment with service standards.
• Responds appropriately and efficiently to all hotel emergencies or safety situations in accordance with established procedures.
• 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.

Benefits

• Compensation: $75,000 - $80,000
• Energizing Employee Culture where you are encouraged to be your true self!
• Comprehensive learning and development programs to help you elevate your craft.
• Competitive wages and benefits (Medical, Dental, Vision and Retirement Plan) as well as Paid Time Off & Holiday Pay.
• Eligibility to Annual Incentive Program.
• 401(k) Retirement Plan including Employer Matching Program.
• Inclusive and diverse employee engagement & recognition events all year-round.
• Exclusive discount and travel programs with Four Seasons.
• Complimentary Employee Meals.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees