Guest Services Manager
About the role
Four Seasons is a global hospitality company committed to creating exceptional guest experiences through genuine heart and luxury. Our team members strive to become better every day, pushing themselves to new heights and treating others as they would like to be treated.
The location of this role is Four Seasons Resort Hualalai, situated on the Big Island of Hawaii, surrounded by natural beauty and rich cultural heritage.
What You’ll Do
- Lead, inspire, and develop the Guest Services team to deliver exceptional and personalized guest experiences.
- Manage and oversee Guest Services operations, including Bell Services, Door Services, Guest Services Coordinators, and Guest Services Attendants.
- Interview, train, coach, schedule, evaluate, and support team members while fostering a positive and engaged work environment.
- Maintain staffing levels and daily operations to ensure service standards are consistently achieved.
- Resolve guest concerns and manage guest interactions with the highest level of hospitality, professionalism, and discretion.
- Respond accurately and promptly to guest inquiries regarding resort services, amenities, events, transportation, and local information.
- Cook up guest arrivals and departures, ensuring Special Attention Guests, return guests, groups, curbside arrivals, and Club guests receive personalized attention.
- Perform guest check-in and check-out functions while ensuring all Four Seasons standards are met.
- Utilize reservation and property management systems to support guest needs and operational efficiency.
- Act as a leader during safety, security, and emergency situations when senior management is unavailable.
- Partner closely with Front Office and other departments to ensure smooth handling of guest luggage, deliveries, and special requests.
What You’ll Need
- College degree or equivalent work experience.
- Minimum of two years of hotel management experience, preferably within Front Office or Rooms Operations.
- Strong working knowledge of Front Desk, Concierge, and luxury guest service operations.
- Understanding of hotel operations, guest relations, and service recovery principles.
- Experience leading, coaching, and developing high-performing teams.
- Excellent communication, interpersonal, and organizational skills.
- Strong problem-solving abilities and sound decision-making skills.
- Ability to remain calm, professional, and resourceful in high-pressure situations.
- Proficiency with hotel computer systems, reservations platforms, and related technology.
- Ability to read, write, and speak English fluently.
- Ability to stand and walk for extended periods and occasionally lift, carry, push, or pull items weighing up to 50 pounds.
Benefits
- Salary Range: $75,000 - $90,000
- On-site Physical Therapist
- 24-hour access to Indoor and Outdoor Gym
- Holiday, Vacation & Sick pay
- Robust Benefit Plan
- Company Match 401K Plan
- Laundered Employee Uniform
- Free employee meals prepared by the Four Seasons Culinary ‘Ohana
- Complimentary stays at Four Seasons Worldwide
- Training and Development Opportunities
- Employee Recognition Programs
Join Our ‘ohana & Enjoy Our Amazing Benefits
To learn more about working at Four Seasons Resort Hualālai, visit us:
We look forward to receiving your application!
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