Guest Services Manager

3 weeks ago

Vail, United States Four Seasons Hotels and Resorts Full time

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:

Come alive with adventure in the heart of the Colorado Rockies. When the mountains are calling, Vail is like nothing on earth. Our Resort is situated at the front door of this history-rich village, steeped in pioneering spirit and untamed refinement, with legendary Vail Mountain just steps away. Come and celebrate the great outdoors with us – best experienced through our team’s passion and excitement for unparalleled adventure – then recharge in our award-winning Spa and cap off your days with an al-fresco swim under the stars.

Guest Services Manager

About the role:

The Guest Services Manager forms part of the Rooms Management team and manages the hotel lobby and arrival/departure experience of the resort. This role will be responsible for managing staff and ensuring the guest experience is at the expected level.

What you will do:

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.

Ensure all car services and shuttle experiences are well-arranged, vehicles are serviced.

Works closely with vendors and third-party agencies.

Processes packages, messages, and mail which may be either outgoing or incoming in an accurate and timely manner. Ability to enhance procedures.

Works closely with Front Desk, Reservations, and Security (underground parking space) to assure smooth handling of guest arrivals and departures.

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 equip and resource 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 Learning and Development Manager in the training and development of employees.

Ensures employees have a complete understanding of Rules and Regulations, and that 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 mechanisms for performance feedback and development.

Conducts annual Performance Appraisals providing honest and appropriate feedback. Effectively communicates guiding principles and core values to all levels of employees.

Acts in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation.

What you bring:

Minimum of five years of relevant work experience in a similar position in a luxury hotel, including at least two years as a Department Head in Rooms Division.

Strong supervisory and managerial skills are essential with outstanding demonstrated coaching and development skills.

Excellent personal presentation and interpersonal skills, good problem-solving ability and proficiency in hotel property management systems including Opera and Micros.

Able to work independently and under pressure in a fast pace working environment.

Fluency in English is required for this location and this job requires applicants to have current work authorization in the in the United States.

What we offer:

Salary range: Up to $90k annually

Eligible for Performance Base Annual Incentive Plan (10% Target)

Winter Season Lifestyle Benefit

Merchant Pass and Eco Passes Available

401k participation with company matching program

Competitive Benefits: Medical, Dental and Life Insurance

Complimentary Discounted travel with discounted F&B and Spa Services at Four Seasons Hotels and Resorts Worldwide.

Free shift meal prepared by the culinary team

Complimentary dry cleaning of uniforms

Be yourself and become a member of a work family that cares about you and invests in your development.

Master your craft here and abroad

Employee engagement at all levels; Where your thoughts and ideas are not only heard but actioned.

Schedule & Hours:

This is a full-time position.

A successful candidate will have a flexible schedule, and the ability to work morning, afternoon and evening shifts, weekends, and holidays.

Learn more about what it is like to work at Four Seasons Resort and Residences Vail, visit us: 

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 -

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