Guest Services Supervisor

fourseasons; United States; On-site; USD 30,000 - 32,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Paid time off

401k plan

Training opportunities

Free room nights

Employee meals

Employee parking

Job summary

Four Seasons Baltimore Harbor East is seeking a dedicated Guest Services professional to warmly greet guests, assist with check-in and check-out, guide arrivals, open doors, and coordinate valet and luggage services. You will embody the luxury hospitality standard, anticipate guest needs, and deliver personal touches that create memorable stays in a five-star hotel setting.

This role requires excellent English communication, strong interpersonal skills, and the ability to multitask in a

Qualifications

• Preference for guest services leadership experience in luxury hospitality.
• 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 in a fast-paced client-driven environment.
• Remain calm and organized in busy environments.

Responsibilities

• Supervise the activities of the Bell Staff and Driveway Staff, assessing guest needs and adding personal touches to maximize satisfaction.
• Supervise Guest Services staff and coordinate with the Guest Services Manager and Night Manager/HMS to ensure communications and follow-up on guest requests.
• Assist GSM with staff training and scheduling.
• Participate in performance evaluations and discipline recommendations as needed.
• Resolve guest complaints with hospitality and professionalism; handle inquiries about hotel services and local events.

Skills

Guest services leadership

English proficiency

Interpersonal skills

Attention to detail

Multitasking

Communication skills

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:

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

• Supervisesthe activities of theBell Staff and Driveway Staff.Responds to a wide variety of guest requests by accurately assessing theguestneeds and requests and then adding personal recommendations and touches to achievemaximumcustomer satisfaction whilecomplying withall Four Seasons’ policies.

• Supervisesthe Guest Servicesstaff.Directs all activities to theGuest ServicesManagerand the Night Manager/ HAMSto ensure communications and follow-up on any problems, guestrequestsorspecial requirements.

• Assists GSM with training and schedulingthestaff.

• Provides input forPerformance Evaluations andrecommendationfor discipline ofstaff 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;assistscustomers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests inan accurateandtimelymanner. Interaction withguestwill be in person and by phone.

• Takesaction in all matters related to the safety,security,satisfactionand well-being of hotel guests and employees. Responds swiftly and effectively in any hotel emergency or safety situation.

• Collaborateand communicate seamlessly with co-workers and all departments toensure organized and professional service

• Greet guests who arrive by opening their car door and welcoming them to the hotel whileassistingguests descending from cars.

• Issueappropriate valetparkingticketto 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 escortguestto their rooms.

• Assure the smooth flow of traffic on the drive by directing guest cars and taxis to theappropriate positionsand directing valet parkers to park cars.

• Provide guests with directions, recommendations, and information about the city and its attractions.Hailstaxis as needed.Loadsluggage in car fordepartingguests.

• Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints,assistscustomers in all inquiries in connection with hotel services, the local area, in-house events, etc.

• Work harmoniously and professionally with all departments.

• Comply withFour Seasons’ Category One and Category Two Work Rules and Standards ofConduct asset forth inEmPact

What You Bring

• Preference of guest services leadership experience in a luxury hotel

• Excellent reading,writingand oralproficiencyin the English language.

• Strong selling and interpersonal skills.

• High levelof creativityand attention to detail

• Ability to handle multiple tasks and make decisions in afar pacedclient driven environment.

• Ability to remain calm and organized in busyenvironment.

• Strong communicationskills

What to Expect from your Employee Experience

• Hourly Rate: $22.25
• Medical, vision and dental insurance
• Complimentary life insurance
• Short-term disability insurance
• Paid time off and holiday
• 401k Retirement Plan
• Exciting training and development opportunities
• Complimentary employee meals
• Complimentary room nights at Four Seasons hotels around the world
• Discounted employee parking
• And Much More!

Four Seasons is an Equal Opportunity, Affiantive Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdfUnder Maryland law, an employer may not require or demand, as a condition of employment, prospective employment or continued employment, that an individual submit to or take a lie detector or similar test. An employer who violates this law is guilty of a misdemeanor and subject to a fine not exceeding $100.