Assistant Guest Experience Manager/Assistant Front Office Manager

Four Seasons

Manzanillo

On-site

MXN 400,000 - 560,000

Full time

3 days ago

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Benefits offered by this job

Competitive salary

Employee discount for stays

Free dry cleaning for uniforms

Employee meals

Wellness programs access

Training and development opportunities

Job summary

Four Seasons Resort Tamarindo, México is seeking an Assistant Guest Experience Manager to support daily Front Office operations and deliver exceptional guest experiences throughout every stage of the guest journey.

You will lead the Front Desk, Concierge and Guest Services teams, ensure personalized service, and collaborate with Housekeeping, Engineering, and F&B to maintain Four Seasons standards of luxury hospitality.

Qualifications

Minimum 2 years in Front Office, Guest Services, or Rooms Operations in a luxury hotel or resort.
Previous supervisory or leadership experience in Front Office strongly preferred.
Legal work authorization in Mexico required.

Responsibilities

Lead Front Office operations and ensure exceptional guest service standards.
Supervise Front Desk, Concierge, Bell Services and Guest Experience teams.
Resolve guest concerns promptly and create lasting positive impressions.
Monitor arrivals, VIPs, and guest preferences for a seamless stay.
Coordinate with Housekeeping, Engineering and F&B to ensure service excellence.

Skills

Front Office Leadership

Guest Services

Staff Supervision

Customer Service

Communication

Problem Solving

PMS Knowledge

Microsoft Office

Tools

Hotel PMS systems

Microsoft Office

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:

An oceanfront resort on Mexico’s pacific, set within a private reserve. Escape to a secluded nature reserve in Mexico’s Tamarindo, the pristine coastline where verdant jungle meets the Pacific Ocean. With our unique location on a private peninsula, Four Seasons Resort Tamarindo, México, invites you to leave the world behind and explore this undiscovered region of Mexico – far from everything, yet remotely close. This particular topography, and the wildlife that calls it home, make the area a treasure to be protected. We provide a natural refuge for those who seek an authentic connection to Mexico, its biodiversity and culture. The best of Mexico has yet to be discovered.

About The Role

As an Assistant Guest Experience Manager, you will be responsible for supporting the daily operations of the Front Office while delivering exceptional guest experiences throughout every stage of the guest journey. You will lead and inspire the Front Desk, Concierge, and Guest Services teams, ensuring personalized service, operational excellence, and seamless guest interactions that reflect Four Seasons standards of luxury hospitality, professionalism, and attention to detail.

What You Will Do

Support the daily management and supervision of Front Office operations, ensuring exceptional guest service standards are consistently maintained.
Assist in leading Front Desk, Concierge, Bell Services, and Guest Experience teams to deliver personalized and memorable guest interactions.
Actively engage with guests throughout their stay, resolving concerns promptly and effectively while creating positive and lasting impressions.
Monitor arrivals, departures, VIP guests, special requests, and guest preferences to ensure a seamless and personalized experience.
Support staffing, scheduling, training, coaching, and performance management initiatives within the Front Office team.
Ensure all guest information, reservations, profiles, and requests are accurately maintained within hotel systems.
Collaborate closely with Housekeeping, Engineering, Food & Beverage, Recreation, and other departments to ensure efficient communication and service delivery.
Assist in managing operational challenges, guest recovery situations, and service opportunities with professionalism and discretion.
Maintain strong knowledge of hotel services, amenities, local attractions, and resort activities to effectively assist guests and exceed expectations.
Support departmental projects, quality assurance initiatives, and continuous improvement efforts aimed at enhancing the guest experience.
Ensure all Front Office procedures, policies, safety standards, and Four Seasons service expectations are consistently followed.
Promote a culture of teamwork, service excellence, accountability, and continuous learning within the Rooms Division team.

What You Bring

Minimum 2 years of experience in Front Office, Guest Services, or Rooms Operations within a luxury hotel or resort environment preferred.
Previous supervisory or leadership experience within Front Office operations strongly preferred.
Experience working in a luxury hospitality environment with a strong commitment to personalized guest service.
Strong leadership, organizational, and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment.
Excellent customer service skills with exceptional attention to detail and a passion for creating memorable guest experiences.
Professional demeanor with the ability to remain calm, confident, and effective during high-pressure situations.
Strong communication and interpersonal skills with the ability to build positive relationships with guests, colleagues, and business partners.
Proficiency with hotel property management systems and Microsoft Office applications preferred.
Ability to work flexible schedules, including weekends, holidays, and evening shifts as business demands require.
Ability to analyze operational performance and support initiatives that improve guest satisfaction and operational efficiency.
Successful candidate must possess legal work authorization in Mexico.
Commitment to Four Seasons values, service standards, and the Golden Rule.