Guest Services Manager

Four Seasons; Illinois; On-site; USD 55,000 - 75,000; Full time

Job summary

Four Seasons Chicago is seeking a talented Guest Services Manager. This role is part of the Rooms Management team and oversees the hotel lobby and arrival/departure experience.

You will lead, interview, train, coach, and supervise staff; ensure consistent policy and standards across Guest Services, Valet, House Car, and Bell operations; participate in performance reviews. You will be a visible leader in public areas, ensuring exceptional guest service and coordinating with Front Desk, and

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:

Our property is a vibrant hub of culture, style and energy and includes our newly transformed restaurant which embodies iconic luxury boldly reimagined to capture the essence of Chicago through inspired food, drink, art and music. Four Seasons Hotel Chicago is honored to be ranked as one of Conde Nast Traveler Reader's Choice Top 50 Hotels in the World. We offer 345 elegant guest rooms and suites: and a luxury spa. We are located steps away from the famed Magnificent Mile, glamorous North Michigan Avenue shopping and minutes from the city's business and financial center. Adorn Restaurant features globally inspired cuisine starring the bounty of the Midwest. Adorn Bar showcases craft cocktails and a wine list that sparks conversation, all with a lively, convivial vibe beckoning to be discovered.

About the role

The Four Seasons Chicago is looking for a talented Guest Services Manager! This position is part of the Rooms Management team and manages the hotel lobby and arrival/departure experience of the respective hotel.

What you will do

Demonstrates strong foundational knowledge of team building, fostering an environment of trust, collaboration, and open communication. Builds meaningful personal connections with team members to enhance engagement, motivation, and overall departmental performance.

Ensures consistency across Guest Services by developing, implementing, and maintaining clear policies, procedures, and standard practices that support operational excellence and brand alignment

Ensures all Guest Services, Valet, House Car, and Bell colleagues consistently comply with core and culture service standards.

The duties and responsibilities listed above are intended to describe the general nature and level of work performed. Additional responsibilities may be assigned as needed, and the Guest Services Manager is expected to perform any tasks necessary to support exceptional guest service and departmental operations.

Serves as a highly visible leader in the public areas, representing Executive Management at all times.

Interviews, selects, trains, coaches, and supervises staff; conducts performance appraisals and, when necessary, administers disciplinary action.

Conducts required departmental commitments including standards testing, monthly meetings, and performance reviews.

Designates a qualified supervisor or manager to oversee operations when absent.

Builds schedule coverage for Guest Services to optimize service and meet budgetary guidelines.

Personally engages in guest complaint resolution in collaboration with Front Office Managers, keeping senior leadership informed.

Ensures glitches and service recovery follow‑ups are completed accurately and in a timely manner.

Greets and connects with current glitch guests upon arrival, during their stay and departure.

Escorts VIP guests whenever possible and ensures seamless handling of repeat and return guests.

Be assigned as a point of contact for our guests to ensure personal recognition is met as part of Curbside Program.

Anticipates guest needs and ensures all reasonable requests are fulfilled promptly and efficiently.

Oversees proper handling of guest messages, packages, parcels, flowers, and special items.

Maintains extensive knowledge of local attractions, cultural institutions, restaurants, theaters, sports, leisure activities, exhibits, and events.

Cultivates strong community relationships to facilitate reservations, ticketing, transportation, and guest recommendations.

Demonstrates full understanding of all Concierge and Front Desk systems, procedures, and brand standard processes, ensuring consistency and accuracy in service delivery. Continuously evaluates these processes to identify improvements and implements creative, brand‑aligned enhancements that elevate the guest experience

Maintains an active presence during peak operations by adjusting personal schedule as needed.

Leads and coordinates the Curbside program while ensuring synergy between Valet, Door, Bell, and Front Desk operations.

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