Guest Services Assistant Manager

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Our property is a vibrant hub of culture, style and energy and includes our newly transformed restaurant which embodies iconic luxury boldly reimagined to capture the essence of Chicago through inspired food, drink, art and music. Four Seasons Hotel Chicago is honored to be ranked as one of Conde Nast Traveler Reader's Choice Top 50 Hotels in the World. We offer 345 elegant guest rooms and suites: and a luxury spa. We are located steps away from the famed Magnificent Mile, glamorous North Michigan Avenue shopping and minutes from the city’s business and financial center. Adorn Restaurant features globally inspired cuisine starring the bounty of the Midwest. Adorn Bar showcases craft cocktails and a wine list that sparks conversation, all with a lively, convivial vibe beckoning to be discovered.

About the role
The Four Seasons Chicago is looking for a talented Guest Services Assistant Manager! This position is part of the Rooms Management team and manages the hotel lobby and arrival/departure experience of the respective hotel.

What you will do

• 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.

What you bring

• 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 Illinois Driver’s License and capable of driving vehicles.
  

What we offer:

• Compensation: $62,000-$72,000

• Competitive Salary, wages, and a comprehensive benefits package

• Travel discounts at other Four Seasons Hotels and Resort

• Complimentary Dry Cleaning for Employee Uniforms

• Complimentary Employee Meals

• Energizing Employee Culture where you are encouraged to be your true self!

• Comprehensive learning and development programs to help you elevate your craft.

• Inclusive and diverse employee engagement & recognition events all year-round.

Schedule & Hours:

• Full Time

• Shifts may vary and are arranged upon operation needs

• Able to work weekends, holidays and evenings as needed.

Candidates must have valid work authorization for the U.S.

Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview.

Learn more about Four Seasons Hotel Chicago and Four Seasons Hotels & Resorts by visiting us below:

Instagram: @FSChicago

Twitter: @FSChicago

Facebook: https://www.facebook.com/FourSeasonsHotelChicago/

LinkedIn: https://www.linkedin.com/company/four-seasons-hotels-and-resorts/jobs/

Learn More About Who We Are: We Are Four Seasons

If you are a qualified individual with a disability or disabled veteran and need a reasonable accommodation to use or access our online system, please contact the People & Culture Department at 312-649-2153.

Don’t miss this opportunity to be part of our award-winning team, while developing your career with the world’s leading luxury hotel company! We look forward to receiving your application!

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf