Assistant 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:

Four Seasons Resort Orlando at Walt Disney World Resort, is the leading luxury resort in Central Florida. We pride ourselves on the service we deliver and that all begins with the dedication of our employees who embrace the meaning behind the Golden Rule. Guests are pampered with a customized approach, ensuring that each experience is unique and unforgettable. Our goal is to attract only the most positive and passionate talent, those who are able to provide intuitive service, with a warm and friendly smile. We encourage our team to strive for personal and professional greatness and are always empowered to do what is right.

The Opportunity: 

Assistant Guest Services Manager 

Who We Look For: 

The Assistant Guest Services Manager is responsible for delivering a customized, memorable and unique experience to resort guests and residents. By personalizing the service and improving guest loyalty, this position will consistently focus upon developing new ways to improve the guest experience. This position oversees the resolution of guest concerns, and facilitates the delivery of quality, clean and safe facilities, amenities and services. This position works cohesively with all other departments within the resort, as well as Front of the House Managers within the Front Office. In this role, you are responsible for monitoring guest satisfaction and recommending approaches that can be implemented to better serve our guests. The core competencies required to perform the duties of the role include outstanding leadership, effective communication, strong interpersonal and guest service skills, as well as the skill to possess advanced knowledge of Four Seasons’ products and services. 

Responsibilities: 

• Effectively leading and managing the Guest Services teams (Bellman, Doorman, and Guest Experience Ambassador teams) to ensure we comply with all standards and operating procedures    

• Provide upscale guest service experiences to guests throughout their stay  

• Ensure guests are properly greeted upon their arrival  

• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in  

• Oversee check-in and check-out procedures, including reservations and financial transactions  

• Promptly address guests’ requests, actively listen to and resolve complaints  

• Ensure special guests (HRG Guests) receive personalized services  

• Proactively manage and engage 3rd party vendors included but not limited to: Transportation, Valet parking and car rental companies, Disney and all other partners.  

• Inform guests of resort’s services (e.g. dining options, Spa and activities) and promote all hotel amenities, conveniences and programs offered  

• Recommend local tourist spots, including places to dine, shop and sight-see  

• Establish friendly relationships with regular hotel guests, members and residents  

• Collaborate with Director of Residences to deliver first in class experiences and services to residents  

• Assumes position of duty manager ensuring the highest possible standards of guest service, presentation, technical operation and safety in all operation areas within the Front Office.  

• Monitors standards of service and response to our overall product, through observations and Medallia guest comments, and recommends short- and long-term changes through regular feedback, daily reports and proposals.  

• Communicates effectively with all Managers and front-line team members on procedures, policies and general activities.  

• Ensures appropria