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 r