Assistant Guest Experience Manager

Four Seasons Hotels Ltd; Toronto; On-site; CAD 70,000 - 74,000; Full time

Benefits offered by this job

Paid time off and holidays

Employee discounts and travel programs

Complimentary meals per shift

Dry cleaning of attire

Training and development opportunities

Flexible benefits plan

Employee recognition events

Job summary

Four Seasons Hotel Toronto is seeking an Assistant Guest Experience Manager to lead the Guest Experience Team and ensure exceptional VIP and return guest service. You will oversee lobby operations, arrivals/departures, and act as a liaison across rooms and hotel operations.

The role reports to the Guest Experience Manager, operates on rotating shifts, and includes on-the-job training. Candidates should have strong English skills and hotel operations knowledge.

Qualifications

• 2–3 years of management experience in a luxury hotel.
• Exceptional guest interaction and problem-solving skills.
• High attention to detail and strong organizational abilities.
• English language proficiency; additional languages are a plus.
• Experience with OPERA PMS and GOLDEN.

Responsibilities

• Lead, supervise, and motivate Guest Experience Supervisors including recruitment, onboarding, training, coaching and performance management.
• Assist with staff scheduling to ensure appropriate coverage and manage overtime and labour costs.
• Prepare and review daily and weekly payroll and labour reports, and related documentation.
• Handle guest interactions with professionalism, discretion, and hospitality; resolve issues and assist with inquiries.
• Coordinate with Front Office, Concierge, In Room Dining, Catering, Housekeeping and other departments for follow-up on guest requests and problems.
• Actively contribute to service recovery, especially for VIP and SA guests, and engage in problem-solving.
• Maintain knowledge of hotel operations, hours, key personnel, and events.
• Promote a positive, inclusive, and accountable workplace culture.

Skills

Management experience

Guest interaction

Attention to detail

English language

Shift flexibility

Education

Post-secondary education in Hospitality

Tools

OPERA PMS

GOLDEN

Job description

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.

About the location:

A warm welcome framed by spacious, modern design awaits you in the heart of Toronto’s historic Yorkville neighbourhood. Enjoy authentic French cuisine paired with one of our 350 wine labels at Café Boulud, and specialty craft cocktails at our spirited lobby lounge and bar. Enjoy the serenity of our Forbes Travel Guide Five-Star rated Spa, or step out and explore the vibrant character of Toronto’s most glamorous shopping and restaurant district.

Join our team!

Are you ready to take the next big step in your hospitality career? Four Seasons Hotel Toronto is currently looking for a talented and dynamic Assistant Guest Experience Manager who shares our passion for excellence and who infuses enthusiasm into everything they do!

The Guest Experience team is responsible for ensuring maximum guest recognition and satisfaction with a diligent focus on all V.I.P., Special Attention (SA) and Return Guests and groups.

About the role:

The Assistant Guest Experience Manager forms part of the Rooms Team and manages the hotel lobby and arrival/departure experience within the hotel. As the first and last impression of the Hotel, this high-profile department carries a special responsibility. They ensure accurate communication between department managers, following up on guest requests and problems. The Assistant Guest Experience Manager oversees day-to-day operations and is also a liaison between other rooms departments and hotel operations.

This position reports to the Guest Experience Manager, is on a rotating shift basis, and On-job training will be provided.

What you will bring:

We are looking for individuals who are fully knowledgeable in all aspects the Rooms Operations, as well as the hotel’s fire, safety and emergency procedures. The Assistant Guest Experience Manager will act in the absence of Guest Experience Manager in all matters concerning the safety, security and well-being of hotel guests, patrons and employees.

Essential Functions

• Lead, supervise, and motivate Guest Experience Supervisors by assisting with recruitment, onboarding, training, coaching, and performance management, including corrective action when required.

• Assist with staff scheduling to ensure appropriate coverage, operational efficiency, and compliance with labour targets, while controlling overtime and labour costs.

• Prepare and review daily and weekly payroll, labour reports, and all required operational and revenue‑related documentation accurately and on time.

• Handles all guest interactions with the highest level of professionalism, discretion, and hospitality, accommodating special requests, resolving guest issues and assisting with guest inquiries as required.

• Reviews daily arrivals to ensure proper handling of V.I.P., SA and Return Guests, groups, etc. and to escort V.I.P., SA and Return Guests to their rooms.

• Communicates and liaises closely with Front Office, Concierge, In Room Dining, Catering, Housekeeping and various other Departments to ensure follow‑up on any special problems, guest requests, etc. Is highly participative with service recovery particularly with V.I.P and Special Attention (SA) guests and actively engaged in short- and long-term problem solving.

• Is highly knowledgeable of all hotel and facility information, hours of operation, key personnel, special activities, and functions in the hotel.

• Coordinates all reasonable services a guest may require and anticipates guest needs in order to provide prompt and efficient service.

• Acts in the absence of senior management in all matters concerning the safety, security and well-being of hotel guests.

• Works quickly in high-pressure environment and ability to handle stress.

• Actively contributes to enhanced working relationships among employees to promote and maximize morale, productivity and efficiency.

• Always displays a high level of integrity and professionalism in dealing with guests and employees.

• Respond properly in any hotel emergency or safety situation.

• Maintain clear, professional, and timely communication with team members, management, and other departments, including daily logs and participation in operational meetings.

• Performs other tasks or projects as assigned by hotel management and staff.

• Assists other departments as required in resolving problems.

• Promote a positive, inclusive, and accountable workplace culture that reflects the organization’s values and commitment to service excellence.

Preferred qualifications & skills

• 2 - 3 years of management experience, ideally within a luxury hotel environment.

• Exceptional guest‑interaction and problem‑solving skills, with a natural ability to build long‑term guest relationships.

• High attention to detail, strong organizational skills, and the ability to remain composed under pressure.

• Flexibility, professionalism, and a genuine passion for hospitality aligned with Four Seasons culture and values.

• Excellent communication skills and a strong command of the English language; additional languages are a definite asset for career growth.

• Flexibility to work shifts based on operational needs.

• Previous experience with OPERA PMS and GOLDEN.

• Completion of Post Secondary Education in Hospitality or related field is preferred.

What we offer:

• Paid time off, including vacation days, management holidays, and sick days.

• Exclusive discounts and travel programs with Four Seasons Hotels and Resorts worldwide.

• Complimentary meals per shift in our employee dining room, OASIS.

• Complimentary dry cleaning of business attire.

• Excellent training and development opportunities, including educational assistance, discounted eCornell courses, and access to complimentary e‑training.

• Robust extended flexible benefits plan through Manulife, including medical coverage, HCSA, dental, vision, life insurance, virtual health care, EAP, and DPSP/RRSP/TFSAs.

• Monthly employee recognition celebrations and bi‑annual employee parties.

… and more!

The salary range for this role is $70,000 to $74,000 CAD.

Successful candidates must possess legal work authorization in Canada. Work permit sponsorship is not available. This posting is for an existing vacancy within the organization. The hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results.

Four Seasons is committed to providing employment accommodation in accordance with theOntario Human Rights Code and theAccessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.