Guest Services Operations Manager

1 month ago


Suzhou, Jiangsu, China Four Seasons Hotels and Resorts Full time

**About Four Seasons Hotels and Resorts:**

We are a collective of individuals who strive to deliver exceptional experiences for our guests, residents, and partners. Our team members around the world create unforgettable moments through a commitment to luxury with genuine heart. To enable our people to deliver these exceptional guest experiences, we focus on creating a world-class employee experience and company culture.

About the Role:

The Guest Services Operations Manager forms part of the Rooms Management team and oversees the hotel lobby and arrival/departure experience. This role is responsible for ensuring seamless interactions between guests, staff, and operations.

Your Key Responsibilities:

Train and schedule the Guest Service Team to meet Benchmark standards.Supervise day-to-day performance, provide coaching and guidance to achieve operational excellence.Handle all guest interactions with the highest level of hospitality and professionalism, addressing special requests and resolving customer complaints.Ensure chauffeur services and boat experiences are well-arranged, drivers and boatmen are well-groomed.Support AFOM in providing information about local activities, establishing close contacts with vendors, and maintaining up-to-date desk collateral.Process packages, faxes, messages, and mail accurately and efficiently.Work harmoniously and professionally with colleagues and supervisors.Closely collaborate with Front Desk, Reservations, and Security to ensure smooth handling of guest arrivals and departures.Store and retrieve guest luggage and packages.Utilize software programs to input special arrangements and ensure proper billing.Delegate duties and responsibilities, nurturing and developing employees while maintaining operational standards.Educate employees on Rules and Regulations, ensuring compliance.

Your Qualifications:

  • A minimum of 2-3 years of relevant work experience in a similar position within an International Luxury Hotel.
  • Strong business acumen, excellent communication, and interpersonal skills.
  • Self-driven and strategic resourcing professional.
  • Able to work independently and under pressure in a fast-paced environment.
  • Good team spirit, multi-tasking, cooperative, with good communication and interpersonal skills.
  • A good command of both written and spoken Chinese and English.
  • Mandarin speaking and work authorization in China is mandatory.

What We Offer:

  • A competitive salary: $55,000 - $65,000 per annum.
  • Comprehensive benefits package, including health insurance, retirement plan, and paid time off.
  • Excellent training and development opportunities.
  • Complimentary accommodation at other Four Seasons Hotels and Resorts.
  • Complimentary dry cleaning for employee uniforms.
  • Complimentary employee meals.
  • Employee service awards.
  • Annual employee party/social and sporting events.
  • An opportunity to build a lifelong career with global potential and a real sense of pride in work well done.


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