Assistant Guest Experience Manager

Four Seasons; Toronto; On-site; CAD 60,000 - 75,000; Full time

Job summary

Four Seasons Toronto is seeking an Assistant Guest Experience Manager to lead the Rooms Guest Experience team, ensuring a seamless lobby and arrivals experience. As the first and last impression of the hotel, you will communicate with managers, follow up on guest requests, and supervise day-to-day operations.

You will report to the Guest Experience Manager, work on rotating shifts, and receive on-the-job training.

Qualifications

Responsibilities

• Lead, supervise, and motivate Guest Experience Supervisors by assisting with recruitment, onboarding, training, coaching, and performance management.
• 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 VIP, SA and Return Guests, groups, etc. and to escort VIP, 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.

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.

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 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 t