Apply on Employer Site

Four Seasons Hotels and Resorts · 1 day ago

Guest Services Manager

Scottsdale, AZ

Full-time

Onsite

Entry, Mid Level

2+ years exp

Four Seasons Hotels and Resorts is a leading luxury hotel company committed to exceptional guest experiences. The Guest Services Manager will oversee the hotel lobby and manage the arrival/departure experience, ensuring high levels of hospitality and professionalism while training and supervising the Guest Service Team.

HospitalityHotelLeisureRental PropertyTravel

No H1B

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

Qualification

Guest Services ManagementHospitality SkillsTeam LeadershipCommunication SkillsInterpersonal SkillsMulti-taskingArizona Driver’s LicensePerformance ManagementProblem Solving