Guest Services Manager – VIP Arrivals & Luxury Experience

Four Seasons Hotels Ltd; Chicago (IL); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Retirement plan

Paid time off

Holiday pay

Employee discounts

Travel programs with Four Seasons

Complimentary meals

401(k) matching

Job summary

Four Seasons Chicago is seeking a Guest Services Manager to lead the lobby and arrival/departure experience within the Rooms Management team. You will ensure service excellence, coach staff, and uphold brand standards while coordinating across Front Desk, Valet, and Concierge to deliver a flawless guest experience.

The role requires strong leadership, 3–5 years of relevant experience, and a commitment to exceptional guest service. Competitive compensation and comprehensive benefits are offered.

Qualifications

• We are looking for leaders who can align teams with brand standards.
• Strong business sense and ability to manage a department P&L.
• Excellent communication and people skills.

Responsibilities

• Lead and coordinate Guest Services across the lobby and arrivals.
• Develop and enforce policies, procedures, and service standards.
• Supervise, train, coach, and evaluate staff; conduct performance reviews.
• Manage staff schedules to ensure optimal coverage and guest satisfaction.
• Handle guest complaints with timely, professional resolutions.
• Represent management in public areas during peak times and events.
• Collaborate with Valet, Bell, and Front Desk to ensure seamless operations.
• Oversee curbside program and coordination with related teams.

Skills

Strategic thinking

Business acumen

Communication

Interpersonal skills

Driver's license

Job description

Four Seasons Chicago is seeking a Guest Services Manager to lead the lobby and arrival/departure experience within the Rooms Management team. You will ensure service excellence, coach staff, and uphold brand standards while coordinating across Front Desk, Valet, and Concierge to deliver a flawless guest experience.

The role requires strong leadership, 3–5 years of relevant experience, and a commitment to exceptional guest service. Competitive compensation and comprehensive benefits are offered.