Guest Relations Supervisor

Four Seasons Hotels and Resorts; Toronto; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player in hospitality is seeking a dynamic Guest Relations Supervisor to elevate guest experiences in a luxurious setting. This role is pivotal in managing the first and last impressions guests have of the hotel, ensuring exceptional service and seamless communication across departments. The ideal candidate will possess a strong background in luxury hotel operations, outstanding guest service skills, and the ability to thrive in a fast-paced environment. Join a team that values connection and excellence, and be part of creating memorable experiences for guests in a vibrant and prestigious location.

Benefits

Paid time off

Exclusive travel discounts

Complimentary meals

Complimentary dry cleaning

Training and development opportunities

Extended flex benefit plan

Employee recognition celebrations

Bi-Annual Employee Parties

Qualifications

• 2-3 years luxury hotel experience in a supervisory role.
• Completion of education in Hospitality or a related field.
• Proficient in Microsoft Office and OPERA PMS.

Responsibilities

• Manage hotel lobby and guest arrival/departure experience.
• Ensure communication between departments for guest requests.
• Act in absence of management regarding guest safety and security.

Skills

Guest Service

Salesmanship

Communication Skills

Problem Solving

Multi-tasking

Education

Post Secondary Education in Hospitality

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

OPERA PMS

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 Full-Time Guest Relations Supervisor who shares our passion for excellence and who infuses enthusiasm into everything they do!

About the role:

The Guest Relations Supervisor 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 Front Office is also the natural place where guests direct comments, questions, suggestions and concerns. The Guest Relations Supervisor oversees day-to-day operations and supports the Front Office Manager. The Guest Relations Supervisor is also a liaison between other rooms departments and hotel operations.

What you will bring:

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

Essential Functions

• 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 a high-pressure environment and ability to handle stress.
• Actively contributes to enhanced working relationships among employees to promote and maximize morale, productivity and efficiency.
• Displays a high level of integrity and professionalism at all times in dealing with guests and employees.
• Responds properly in any hotel emergency or safety situation.
• Performs other tasks or projects as assigned by hotel management and staff.
• Assists other departments as required in resolving problems.

Preferred qualifications & skills

• 2-3 years luxury hotel experience, preferably in a supervisory role.
• Completion of Post Secondary Education in Hospitality or related field.
• Computer proficiency, especially in Microsoft Word, Excel, and Outlook. Previous experience with OPERA PMS.
• Superior guest service and salesmanship skills.
• Excellent analytical and organizational skills.
• The ability to multi-task on several assignments at once.
• Excellent written and verbal communication in English.
• Additional language a definite asset for career growth.

What we offer:

• Paid time off, including vacation days, management holiday days, and sick days.
• Exclusive discount and travel programs with Four Seasons Hotels and Resorts worldwide.
• Complimentary meal per shift in our employee dining room, OASIS.
• Complimentary dry cleaning of business clothes.
• Excellent Training and Development opportunities, including educational assistance, discounted eCornell courses, and access to complementary e-training.
• Robust extended flex benefit plan through Manulife, including medical, HCSA, dental, vision, life insurance, virtual health care, EAP, DPSP/RRSP/TFSAs.
• Monthly Employee Recognition celebrations and Bi-Annual Employee Parties.

... and more!

Schedule & Hours

The ideal candidate will have an open work schedule and be able to work weekdays, weekends, and holidays.

We look forward to receiving your application!

Successful candidates must possess legal work authorization in Canada. Work permit sponsorship is not available.

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