Guest Services 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 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

• Demonstrates strong foundational knowledge of team building, fostering an environment of trust, collaboration, and open communication. Builds meaningful personal connections with team members to enhance engagement, motivation, and overall departmental performance.  
• Ensures consistency across Guest Services by developing, implementing, and maintaining clear policies, procedures, and standard practices that support operational excellence and brand alignment  
• Ensures all Guest Services, Valet, House Car, and Bell colleagues consistently comply with core and culture service standards. 
• The duties and responsibilities listed above are intended to describe the general nature and level of work performed. Additional responsibilities may be assigned as needed, and the  Guest Services Manager is expected to perform any tasks necessary to support exceptional guest service and departmental operations.  
• Serves as a highly visible leader in the public areas, representing Executive Management at all times. 
• Interviews, selects, trains, coaches, and supervises staff; conducts performance appraisals and, when necessary, administers disciplinary action. 
• Conducts required departmental commitments including standards testing, monthly meetings, and performance reviews. 
• Designates a qualified supervisor or manager to oversee operations when absent. 
• Builds schedule coverage for Guest Services to optimize service and meet budgetary guidelines. 
• Personally engages in guest complaint resolution in collaboration with Front Office Managers, keeping senior leadership informed. 
• Ensures glitches and service recovery follow‑ups are completed accurately and in a timely manner.
• Greets and connects with current glitch guests upon arrival, during their stay and departure. 
• Escorts VIP guests whenever possible and ensures seamless handling of repeat and return guests. 
• Be assigned as a point of contact for our guests to ensure personal recognition is met as part of Curbside Program.  
• Anticipates guest needs and ensures all reasonable requests are fulfilled promptly and efficiently. 
• Oversees proper handling of guest messages, packages, parcels, flowers, and special items. 
• Maintains extensive knowledge of local attractions, cultural institutions, restaurants, theaters, sports, leisure activities, exhibits, and events. 
• Cultivates strong community relationships to facilitate reservations, ticketing, transportation, and guest recommendations. 
• Demonstrates full understanding of all Concierge and Front Desk systems, procedures, and brand standard processes, ensuring consistency and accuracy in service delivery. Continuously evaluates these processes to identify improvements and implements creative, brand‑aligned enhancements that elevate the guest experience  
• Maintains an active presence during peak operations by adjusting personal schedule as needed. 
• Leads and coordinates the Curbside program while ensuring synergy between Valet, Door, Bell, and Front Desk operations. 
• Collaborates closely with Valet Parking to ensure smooth handling of guest and patron vehicles. 
• Works with the Guest Service team members to ensure efficient luggage handling. 
• Works with the Front Office to support group arrivals, VIPs, special guests, and guest preferences. 
• Coordinates group‑related logistics with Conference Services Managers. 
• Coordinates event‑related logistics with the Banqueting Manager. 
• Attends daily and weekly operations meetings. 
• Maintains Guest Services storage areas in an organized, efficient state. 
• Ensures accurate completion of payroll, labor forecasting, and other administrative duties. 
• Understands the departmental P&L, analyzes performance trends, and provides meaningful insight into areas of opportunity to improve financial results while maintaining service excellence. 
• Proficiently uses hotel computer systems, phone systems, and department‑specific technology platforms. 
• Completes additional tasks, projects, or assignments as requested by hotel management.     
• Assists in covering manager on duty shifts when needed for operation.
• Schedules all Guest Services team members, including Bell, House Car, and Door staff, to ensure optimal coverage and maximum guest satisfaction while operating within budgeted labor guidelines. 
• Completes all required payroll documentation and prepares accurate labor forecasts to support operational planning. 
• Performs all reasonable services requested by guests, anticipates their needs, and ensures timely, efficient, and thoughtful service delivery. 
• Ensures all guest vehicles and keys are handled with utmost caution, professionalism, and security in accordance with hotel protocols. 
• Coordinates seamless cooperation among Guest Service, Front Desk, and Concierge.  
• Handles guest complaints related to Guest Services with professionalism, maturity, and discretion. Keeps the Director of Rooms fully informed of issues and the actions taken to resolve them. 
• Develops action plans to address recurring service glitches within Guest Services . Designs and implements training or retraining programs to ensure continuous improvement and alignment with service standards. 
• Responds appropriately and efficiently to all hotel emergencies or safety situations in accordance with established procedures. 
• Oversees the welcoming of all curbside guests and VIP arrivals, ensuring a seamless and distinguished arrival experience. 
• Coordinates management lobby presence during peak arrival and departure periods, including group movements and event related traffic. 
• Maintains the front drive, garage and main lobby areas in a clean, organized, and presentable condition through close coordination with Engineering and Housekeeping. 
• Performs additional tasks or projects assigned by hotel management to support overall operational success.  

What you bring

• We are looking for individuals who are strategic, have strong business acumen, good communication, and interpersonal skills.
• At least 3-5 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-paced working environment.
• Good team spirit, multi-tasking, cooperative with good communication and interpersonal skills.
• Valid Driver’s License and capable of driving vehicles.

  
What we offer

• Compensation: $70,000 - $80,000
• Energizing Employee Culture where you are encouraged to be your true self!
• Comprehensive learning and development programs to help you elevate your craft.
• Competitive wages and benefits (Medical, Dental, Vision and Retirement Plan) as well as Paid Time Off & Holiday Pay
• Eligibility to Annual Incentive Program
• 401(k) Retirement Plan including Employer Matching Program
• Inclusive and diverse employee engagement & recognition events all year-round.
• Exclusive discount and travel programs with Four Seasons
• Complimentary Employee Meals
• And so much more!

Schedule & Hours:

• Flexibility to work early mornings, evenings, weekends and holidays.

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.

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

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://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal