Assistant Guest Services Manager

Four Seasons Hotels and Resorts; Philadelphia (Philadelphia County); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Free room nights

Complimentary meals during shifts

Uniforms and dry cleaning

Health benefits

Parking access

Fitness membership

Job summary

Four Seasons Hotel Philadelphia seeks an Assistant Guest Services Manager to lead the Guest Services operation across pre-arrival to post-departure stages. You will oversee Valet and Garage services, ensuring seamless arrivals, departures, and service that reflects Four Seasons standards.

The role reports to the Director of Rooms and requires 3+ years of leadership in luxury hospitality, strong communication skills, and a collaborative approach with other departments to elevate guest experiences.

Qualifications

• 3+ years of leadership experience in a luxury hotel or hospitality environment.
• Strong communication and organizational skills.
• Proven ability to lead teams and build positive working relationships.
• Proficiency with Microsoft Office applications (Excel/Word).

Responsibilities

• Lead the Guest Services team to deliver exceptional and personalized guest experiences.
• Respond to guest requests, concerns, and special arrangements with professionalism and urgency.
• Create memorable guest interactions through thoughtful recommendations and service recovery.
• Oversee Valet and Garage operations, ensuring efficiency and guest satisfaction.
• Monitor departmental expenses and performance, including understanding and managing departmental financial results.
• Manage guest luggage storage and arrival/departure logistics.
• Partner with Front Office, Housekeeping, Concierge, and other departments to ensure a seamless guest experience.
• Coach, develop, and support team members while fostering a culture of service excellence.

Skills

Leadership

Communication

Organization

Problem solving

Tools

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:

Embark on a journey above the clouds to discover the modern lifestyle of Philadelphia’s first Forbes Travel Guide Five-Star Hotel. Feel the tranquility of healing crystals from the moment you arrive at the Five-Star Spa and immerse yourself in rejuvenating treatments as you float above the city in 57th-floor infinity-edge pool. Savour unparalleled fine-dining by Michelin-starred Chef Jean-Georges Vongerichten and inventive flavours by local James Beard Award-winner Chef Greg Vernick. Allow our team to curate your stay with the spirit of Brotherly Love.

About the Role

The Assistant Guest Services Manager plays a key role in creating exceptional guest experiences throughout every stage of the guest journey, from pre-arrival through post-departure. This position leads the Guest Services operation, including Valet and Garage services, while ensuring seamless arrivals, departures, and personalized service that reflects Four Seasons standards. This role is part of the Front Office and Guest Services team and reports to the Director of Rooms.

What You Will Do

• Lead the Guest Services team to deliver exceptional and personalized guest experiences.
• Respond to guest requests, concerns, and special arrangements with professionalism and urgency.
• Create memorable guest interactions through thoughtful recommendations and service recovery.
• Oversee Valet and Garage operations, ensuring efficiency, guest satisfaction, and adherence to operational standards.
• Monitor departmental expenses and performance, including understanding and managing departmental financial results.
• Manage guest luggage storage and related arrival and departure logistics.
• Partner with Front Office, Housekeeping, Concierge, and other departments to ensure a seamless guest experience.
• Coach, develop, and support team members while fostering a culture of service excellence.

What You Bring

• 3+ years of leadership experience in a luxury hotel or hospitality environment.
• Strong communication, organization, and problem-solving skills.
• Proven ability to lead teams and build positive working relationships.
• Proficiency with Microsoft Office applications, including Excel and Word.
• Experience with Opera or a comparable property management system is preferred.

What We Offer

• Competitive wages and comprehensive benefits package
• Excellent training, development, and career growth opportunities within the organization
• Complimentary room nights at Four Seasons properties worldwide
• Complimentary meals during shifts
• Uniforms and dry cleaning provided

Discounted

• Medical, Dental, and Vision coverage
• Parking and Septa access
• City Fitness membership

Schedule & Hours

• Full-time availability
• Hours may include mornings, evenings, weekends, and holidays based on business needs

Candidates must have valid work authorization for the U.S.

Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview.

_ Four Seasons Hotel Philadelphia is committed to diversity and inclusion in the workplace. _

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