Guest Services Manager

Four Seasons•Scottsdale, AZ

About The Position

The Four Seasons Resort Scottsdale is looking for a passionate Guest Services Manager! This position is part of the Rooms Management team and manages the hotel lobby and arrival/departure experience of the respective hotels/resorts.

Requirements

We are looking for individuals who are strategic, have strong business acumen, good communication, and interpersonal skills.
At least 2~3 years of relevant work experience in a similar position
Self-driven and a strategic resourcing professional.
Able to work independently and under pressure in a fast pace working environment.
Good team spirit, multi-tasking, cooperative with good communication and interpersonal skills.
Valid Arizona Driver’s License and capable of driving vehicles.
Full Time
This position is at a managerial level, you will be expected to work the hours necessary for the successful completion of your objectives.
Shifts may vary and are arranged upon operation needs
Able to work weekends, holidays and evenings as needed.

Responsibilities

Trains and schedules the Guest Service Team.
Supervises day-to-day performance of the staff.
Coaches staff to achieve Benchmark standards.
Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.
Support the Front Office Manager and make sure all Front Office team members know what activities are available in the city (theatres, sports, concerts, shows, special exhibits, and sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests.
Assures that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.
Ensures proper procedure is established and followed to process packages, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
Works harmoniously and professionally with co-workers and supervisors.
Works closely with Front Desk, Concierge, Reservations, Sales and Security ground and underground parking space) to assure smooth handling of guest arrivals and departures.
Stores and retrieves guest luggage and packages.
Utilizes a variety of software programs (Key, Opera, and Golden) to accurately input special arrangements the guest has made and to assure proper billing.
Delegates appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained.
Embraces and supports the Training initiatives and philosophies of the company and works closely with the Training Manager and Departmental Trainers in the training and development of employees.
Ensures employees have a complete understanding of Rules and Regulations, local policies and procedures, benchmark standards and behavior complies.
Assists with the development of Guest Services Agents to work following the operational, financial, administrative philosophies ensuring employees are multi skilled and perform multi tasks.
Through hands on management, supervises closely all GSAs in the performance of their duties in accordance with policies & procedures and applicable laws.
Monitors employee morale and provides mechanism for performance feedback and development.
Conducts annual Performance Reviews providing honest and appropriate feedback.
Effectively communicates guiding principles and core values to all levels of employees.