Hotel Assistant Manager

Four Seasons Hotels and Resorts•Nashville, TN

About The Position

Four Seasons Nashville is seeking a dedicated and service‑driven Hotel Assistant Manager to support the daily operations of the Front Office and Concierge teams. This role plays a key part in ensuring exceptional guest experiences, operational excellence, and effective leadership within the hotel.

Requirements

Previous experience in Front Office, Guest Relations, or hotel leadership roles (Four Seasons experience preferred).
Proven ability to lead teams with empathy, clear communication, and accountability.
Strong understanding of hotel operations, financial controls, and guest service standards.
Ability to manage difficult situations with professionalism and composure.
Experience handling VIPs, high‑profile guests, and complex requests.

Responsibilities

Oversee the Front Office team.
Assist with interviewing, candidate selection, training, development, and evaluation of employees and supervisors in the Front Office.
Demonstrate effective leadership, coaching, and mentoring.
Provide documented corrective action when necessary.
Give feedback to ensure daily task completion, accuracy, and execution of cultural and core standards.
Check in guests in an efficient and friendly manner, using their name whenever possible.
Ensure the guest is assigned the requested room type at the correct rate.
Arrange for luggage delivery, issue correct keys, and handle check‑outs.
Confirm guest satisfaction, collect keys, post late charges, present bills, and settle accounts accurately.
Manage oversold nights and relocations.
Provide recognition to repeat and high‑profile guests and ensure guest confidentiality.
Assist with morning meeting information, glitch database updates, daily rooming lists, group arrivals, and related tasks.
Collaborate with other departments to ensure effective communication and flawless execution of arrivals, departures, amenities, group luggage processes, special recognition, and guest requests.
Maintain financial controls and ensure proper procedures are followed.
Hold staff accountable for individual banks, credit card transactions, billing, and ordering.
Maintain a balanced bank, provide currency exchange, make change, cash checks, and reconcile transactions at the close of each shift.
Resolve customer complaints, handling all guest interactions with the highest level of hospitality and professionalism.
Accommodate special requests whenever possible.
Assist guests with inquiries about hotel services, hours of operation, key personnel, in-house events, directions, and more.
Respond to guest requests accurately and promptly.
Represent senior leadership in their absence.
Respond appropriately to safety and emergency systems, security concerns, and interactions with public safety or medical personnel.
Involve Security as needed for trespassers or disruptive guests.
Assist with high‑profile guest security and escorting.
Work harmoniously and professionally with co-workers and supervisors.
Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
Support the Concierge function by overseeing the daily workflow of the Concierge inbox and ensuring all guest requests receive timely, personalized, and professional responses.
Provide leadership to the Front Desk and Concierge teams, helping prioritize requests, maintain service standards, and coordinate effectively with Front Office, Guest Experience, and external partners.
Serve as a key resource for complex itineraries, VIP arrangements, and service recovery, demonstrating anticipation, accuracy, and exceptional guest engagement.