Guest Services Supervisor

Four Seasons; Baltimore (MD); On-site; USD 32,000 - 42,000; Full time

Job summary

Four Seasons in Baltimore seeks a guest services professional to lead Bell Staff, Driveway Staff and Guest Services teams. The role emphasizes luxury hospitality, personalized guest interactions and seamless service delivery across departments.

The ideal candidate demonstrates strong English communication, a proactive attitude, and a commitment to hospitality excellence in a fast-paced luxury environment.

Qualifications

• Preference of guest services leadership experience in a luxury hotel.
• Excellent reading, writing and oral proficiency in English.
• Strong selling and interpersonal skills.
• High level of creativity and attention to detail.
• Ability to handle multiple tasks.

Responsibilities

• Supervises the Bell Staff and Driveway Staff to meet guest needs with personalized touches.
• Supervises the Guest Services staff and coordinates with the Guest Services Manager and Night Manager/HAMS.
• Assists GSM with training and scheduling staff.
• Provides input for performance evaluations and disciplinary actions when needed.
• Resolves guest complaints with hospitality and professionalism while assisting with inquiries about hotel services and events.
• Ensures safety, security and well-being of guests and staff, including in emergencies.
• Collaborates across departments for seamless service and standards.
• Greets guests, assists with car doors, valet parking, and escorting to rooms, ensuring smooth traffic flow on the drive.
• Guides guests to Front Desk, supports luggage transport, and offers city recommendations and directions.
• Handles all guest interactions with professionalism and responsiveness.

Skills

Guest services leadership

English proficiency

Interpersonal skills

Creativity

Attention to detail

Multitasking

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:

Sophisticated urban retreat on the waterfront. Our modern, urban retreat, positioned at the edge of Baltimore's Harbor East, offers a host of luxurious amenities such as a five-star Spa to a rooftop pool, setting the scene for fabulous vacations with kids, romantic getaways and business stays. Miles of walkable waterfront, top restaurants and city landmarks are all within easy reach.

About the role:

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. The deeply instilled Four Seasons culture is personified by its employees, people who share a single focus and are inspired to offer great service. While service is our competitive advantage, having a great employee culture is how we get there.

What you will do

• Supervises the activities of the Bell Staff and Driveway Staff. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons' policies.
• Supervises the Guest Services staff. Directs all activities to the Guest Services Manager and the Night Manager / HAMS to ensure communications and follow-up on any problems, guest requests or special requirements.
• Assists GSM with training and scheduling the staff.
• Provides input for Performance Evaluations and recommendation for discipline of staff when needed.
• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.
• Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees. Responds swiftly and effectively in any hotel emergency or safety situation.
• Collaborate and communicate seamlessly with co-workers and all departments to ensure organized and professional service
• Greet guests who arrive by opening their car door and welcoming them to the hotel while assisting guests descending from cars.
• Issue appropriate valet parking ticket to guests who want car parked. - Greet guests and local patrons arriving on foot.
• Open hotel doors for all guests and local patrons.
• Guide hotel guests to the Front Desk for check-in. Offer services to transport luggage to room and/or escort guest to their rooms.
• Assure the smooth flow of traffic on the drive by directing guest cars and taxis to the appropriate positions and directing valet parkers to park cars. - Provide guests with directions, recommendations, and information about the city and its attractions. Hails taxis as needed. Loads luggage in car for departing guests.
• Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints, assists customers in all inquiries in connection with hotel services, the local area, in-house events, etc.
• Work harmoniously and professionally with all departments.
• Comply with Four Seasons' Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact

What You Bring

• Preference of guest services leadership experience in a luxury hotel
• Excellent reading, writing and oral proficiency in the English language.
• Strong selling and interpersonal skills.
• High level of creativity and attention to detail
• Ability to handle multiple task