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:
A rare gem on Florida’s Gulf Coast of Southwest Florida, Naples Beach Club, a Four Seasons Resort, is an exclusive collection of 156 luxurious beachfront private residences and a 222-room hotel all within a 125-acre walkable coastal village in the heart of Old Naples. Honoring local heritage and artfully reimagined for modern-day elegance, the resort includes residents-only facilities and amenities, a luxury spa and state-of-the-art well-being/fitness center, exquisite and diverse fine dining outlets, outdoor pursuits to include a tennis center, and an 18-hole golf course, bowling and movie theater experiences, and an exclusive private club. The first of its kind, the Naples Beach Club, a Four Seasons Resort, is paradise found.

About the role:

Will oversee the Guest Service Team to ensure an exceptional arrival and departure experience. They will assist in managing the Bell and Door Staff directing them in performing their job duties.  They will also Work closely with the front drive valet team partner in ensuring the guest experience at the front drive adheres to all Four Seasons’ standards.  Collaborate with the Front Office and Guest Relations team in assisting guests with their requests. Overseeing the day to day operation of the door, valet and bell teams, this individual must have the ability to work quickly in high-pressure environment and ability to handle multiple tasks at once.

What you will do:

ESSENTIAL FUNCTIONS:

People:

-Motivate/Manage and coordinate the Bell, Valet, and Door teams to provide exceptional service while upholding Four Seasons standards.

-Conduct daily briefings for all 3 shifts to include VIP arrival, in house VIP’s, glitch guests, event happenings etc. to ensure all are informed and set up for success.

-Create and issue employee reviews (annual, 90 day probationary etc.)

-Ensure every employee has all access to CHAT, Key, Opera, email, logins + programs

Issue disciplinary actions for errors and omissions of service, personal conduct, etc.

-Conduct departmental meetings to discuss hotel/company updates

-Serve as a direct liaison between hotel departments and guest services staff.

-Respond properly in any hotel emergency or safety situation.

-Maintain a good relationship with third party vendors (Arranging FedEx pick up or deliveries)

Product:

-Schedule all staff in direct relation to business levels and labor standard.

-Arrange and coordinate the handling of group luggage both on arrival and departure.

-Arrange and coordinate special amenity deliveries for groups in house.

-Order and manager operating and guest supplies for the departments

-Ensure all tools are available to employees enabling them to perform their job to standard.

-Ensure a clean, neat, organized, and safe work area

-Ensure all packages and parcels are well organized and log

-Create arrival list on a nightly basis for the following day.

-Assisting each area during times of high business volume to ensure guests are not inconvenienced.

-Correspond with guests as needed to ensure satisfaction and/or recover from service errors. (Glitch Recovery and review Medallia & Trip Advisor)

-Conduct standard testing and spot checks while providing constructive feedback on the spot.

-Understand Hotsos program (i.e. input requests, run reports, standards testing, etc)

-Understand Vocera

-Order Supplies for department using birchstreet and requisitions; ensure ordering is within budget

- Newspapers (for both guests and outlets)
- Cleaning Supplies (Bell cart polish)
- FedEx slips + supplies
- Boxes + tape for packing

Profit:

-Compete payroll on a timely basis and ensure all pay codes, job codes, hours, porterage etc. is accurate.

-Ensure event staffing is sufficient for scheduled and pop up events.

-Analyze garage inventory in conjunction with overnight audit to ensure all overnight revenue is captured.

-Manage hold car operation according to contract. Doing so will monitor number of hold cars and ensure no one is over limit.

-Familiarity with ADP program and Heath

-Ensure successful completion and accurate billing for services provided.

-Manage MMB’s on a daily basis and counsel employees for unapproved violations.

-Increasing parking cost on a yearly basis based on comp set and labor increase

-Porterage was also required to be posted and managed for bell and door for groups and room drops.

-Minimize overtime by spot checking time cards and ensuring all overtime is approved. Counseling employees not in compliance with overtime policy.

NON-ESSENTIAL FUNCTIONS :

-Assists with responsibilities and duties in the absence of Rooms Department Head or due to heavy volume in the areas of the Front Office, Concierge, Guest Relations, and lobby coverage.

-Provides basic trouble-shooting support for in-room services such as Internet, TV, iPad and Business Center Corner.

What you bring:

-College degree preferred or equivalent experience.

-Minimum 3 years of experience in a management (operational) position in a luxury property.

-Ability to read, write and speak English.

-A successful candidate will have a flexible schedule, ability to work weekends and holidays. Must possess legal work authorization in the United States.

What we offer:

Four Seasons believes in offering the best to the best when it comes to employee benefits! Here is what we are offering you:

*Lucrative salary!

*Market-leading benefits package that includes: Medical, Dental, Vision, and 401K with employer matching all starting at 30 days!

*Time off plans starting on the day of hire!

*An opportunity to be a part of a cohesive team in an inclusive work environment!

*Complimentary and discounted hotel stays around the world!

*Wellbeing and mental health initiatives and focused company!

*Embracement and promotion of diversity in our workplace!

*Complimentary employee meals and beverages!

*Tuition reimbursement!

Learn more about what it is like to work at Four Seasons-visit us:

https://www.fourseasons.com/careers/

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

https://www.facebook.com/FourSeasonsJobs

https://twitter.com/FourSeasonsJobs

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

Visa Requirements

US work authorization is required.

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