Assistant Guest Services Manager

About the role

Four Seasons is a global hospitality company dedicated to creating memorable experiences for guests, residents, and partners. Our team members strive to deliver exceptional service with genuine heart, fostering a culture of trust, collaboration, and open communication.

The location of Four Seasons Hotel Los Angeles at Beverly Hills is a sun-filled urban oasis in the heart of Los Angeles. The hotel offers a range of amenities including a rooftop pool, award-winning Italian cuisine at Culina Ristorante, and a spa for guests to unwind. The hotel also serves as a base for team members to connect with the vibrant city and its diverse community.

Job duties

• Demonstrates strong foundational knowledge of team building, fostering an environment of trust, collaboration, and open communication.
• Buils meaningful personal connections with team members to enhance engagement, motivation, and overall departmental performance.
• Assists in maintaining consistency across Guest Services and Concierge by driving development, implementation, and maintaining clear policies, procedures, and standard practices that support operational excellence and brand alignment.
• Ensures all Guest Services, Valet, Bell, and Concierge colleagues consistently comply with core and culture service standards.
• Serves as a highly visible leader in public areas.
• Assists in interviews, training, coaching, and supervision of staff; conducts performance appraisals and, when necessary, administers disciplinary action.
• Conducts required departmental commitments including standards testing, monthly meetings, and performance reviews.
• Schedules Guest Services and Concierge team members 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.
• Willing and flexible to assist with the Front Desk and Manager on Duty shifts when needed.
• Performs all reasonable services requested by guests, anticipates their needs, and ensures timely, efficient, and thoughtful service delivery.
• Responds appropriately and efficiently to all hotel emergencies or safety situations in accordance with established procedures.
• Handles guest complaints related to Guest Services and Concierge 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 and Concierge.
• Designs and implements training or retraining programs to ensure continuous improvement and alignment with service standards.
• Welcomes 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.

Skills/Qualifications

• Schedules all Guest Services and Concierge team members, including Bell, Valet Parking, 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.
• Willing and flexible to assist with the Front Desk and Manager on Duty shifts when needed.
• Performs all reasonable services requested by guests, anticipates their needs, and ensures timely, efficient, and thoughtful service delivery.
• Responds appropriately and efficiently to all hotel emergencies or safety situations in accordance with established procedures.
• Handles guest complaints related to Guest Services and Concierge 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 and Concierge.
• Designs and implements training or retraining programs to ensure continuous improvement and alignment with service standards.
• Welcomes 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.