Guest Services Manager

Four Seasons•Chicago, IL

1d•Onsite

About The Position

The Guest Services Manager is part of the Rooms Management team at Four Seasons Hotel Chicago and manages the hotel lobby and guests’ arrival and departure experience. This highly visible leadership role oversees Guest Services, Valet, House Car, Bell, and Door operations, ensuring consistent service standards, smooth coordination with Front Desk and Concierge, and exceptional guest experiences. The manager leads and develops team members, maintains operational and financial performance, resolves guest concerns, and coordinates guest, group, VIP, and event logistics. The role also requires an active presence during peak periods and flexibility to support hotel operations, including manager-on-duty coverage. The position requires at least 3–5 years of relevant experience in a similar position, strategic and business acumen, strong communication and interpersonal skills, the ability to work independently under pressure in a fast-paced environment, and a valid driver’s license with the ability to drive vehicles. The schedule requires flexibility to work early mornings, evenings, weekends, and holidays. Candidates must have valid U.S. work authorization.

Requirements

At least 3–5 years of relevant work experience in a similar position.
Strategic mindset and strong business acumen.
Strong communication and interpersonal skills; good team spirit and cooperative approach.
Self-driven and able to work independently and under pressure in a fast-paced environment.
Ability to multitask.
Valid driver’s license and ability to drive vehicles.
Valid U.S. work authorization.
Flexibility to work early mornings, evenings, weekends, and holidays.

Responsibilities

Lead Guest Services operations and maintain clear policies, procedures, and standard practices aligned with brand standards.
Build team trust, collaboration, engagement, and performance through coaching and communication.
Ensure Guest Services, Valet, House Car, Bell, and Door colleagues comply with service standards.
Interview, select, train, coach, supervise, and evaluate employees; administer disciplinary action when necessary.
Conduct departmental standards testing, meetings, and performance reviews; designate qualified coverage during absences.
Create staff schedules and coverage plans, including for Bell, House Car, and Door teams, while meeting service and budget guidelines.
Maintain a visible leadership presence in public areas and coordinate management lobby coverage during peak arrivals, departures, group movements, and events.
Resolve guest complaints in collaboration with Front Office Managers, keep senior leadership informed, and ensure service recovery follow-ups are completed accurately and promptly.
Connect with guests affected by service glitches during arrival, their stay, and departure; develop action plans and training to address recurring issues.
Escort VIP guests when possible and ensure personalized recognition and seamless service for VIP, repeat, return, and curbside guests.
Anticipate guest needs and fulfill reasonable requests promptly, thoughtfully, and efficiently.
Oversee handling of guest messages, packages, parcels, flowers, and special items.
Maintain knowledge of local attractions, cultural institutions, restaurants, theaters, sports, leisure activities, exhibits, and events; cultivate community relationships to support guest recommendations, reservations, ticketing, and transportation.
Understand and ensure accurate use of Concierge and Front Desk systems, procedures, and brand standards; evaluate processes and implement brand-aligned improvements.
Lead and coordinate the Curbside program and ensure effective cooperation among Valet, Door, Bell, Front Desk, Guest Services, and Concierge.
Coordinate with Valet Parking on guest and patron vehicles and with Guest Services colleagues on luggage handling; ensure vehicles and keys are handled securely and professionally.
Support group arrivals, VIPs, special guests, and guest preferences with Front Office; coordinate group logistics with Conference Services Managers and event logistics with the Banqueting Manager.
Attend daily and weekly operations meetings and maintain organized, efficient Guest Services storage areas.
Complete payroll documentation, labor forecasts, and other administrative duties accurately; understand the departmental P&L, analyze trends, and identify opportunities to improve financial results while maintaining service excellence.
Use hotel computer systems, phone systems, and department-specific technology platforms proficiently.
Respond appropriately to hotel emergencies and safety situations in accordance with established procedures.
Coordinate with Engineering and Housekeeping to keep the front drive, garage, and main lobby clean, organized, and presentable.
Adjust personal schedules to maintain an active presence during peak operations, cover manager-on-duty shifts when needed, and complete other tasks or projects assigned by hotel management.