Guest Services Manager

3 weeks ago

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

Four Seasons Hotels and Resorts is a world-renowned luxury hospitality company that prides itself on delivering exceptional guest experiences. Our team members are the backbone of our success, and we're committed to creating a world-class employee experience that enables them to deliver unforgettable experiences for our guests.

About the Role

The Guest Services Manager is a key member of the Rooms Management team, responsible for overseeing the hotel lobby and arrival/departure experience. This role requires a high level of hospitality and professionalism, with a focus on delivering exceptional customer service and ensuring seamless guest experiences.

Key Responsibilities
  • Train and schedule the Guest Service Team, ensuring they have the skills and knowledge to deliver exceptional customer service.
  • Supervise the day-to-day performance of the staff, providing coaching and guidance to achieve Benchmark standards.
  • Handle all guest interactions with the highest level of hospitality and professionalism, resolving customer complaints and making recommendations based on local knowledge and hotel practices.
  • Ensure all chauffeur services and boat experiences are well-arranged, with drivers and boatmen well-groomed and attentive to guest needs.
  • Support the Assistant Front Office Manager in providing information and ticketing services for guests, including local attractions, restaurants, and events.
  • Process packages, faxes, messages, and mail in an accurate and timely manner.
  • Work harmoniously and professionally with co-workers and supervisors, maintaining a positive and supportive team environment.
  • Collaborate with Front Desk, Reservations, and Security to ensure smooth handling of guest arrivals and departures.
  • Store and retrieve guest luggage and packages, ensuring timely and efficient service.
  • Utilize various software programs to accurately input special arrangements and ensure proper billing.
  • Delegate duties and responsibilities to equipped and resourced employees, nurturing and developing them while maintaining standards of operation and safety.
  • Embrace and support the company's training initiatives and philosophies, working closely with the Training Manager and Departmental Trainers to develop employees.
  • Ensure employees have a complete understanding of Rules and Regulations, and that behavior complies.
Requirements
  • At least 2-3 years of relevant work experience in a similar position and in the International Luxury Hotel industry.
  • Strong business acumen, good communication and interpersonal skills, and the ability to work independently and under pressure in a fast-paced environment.
  • Good team spirit, multi-tasking, and cooperative skills, with a good command of both written and spoken Chinese and English.
  • Mandarin speaking and work authorization in China are required.
What We Offer
  • Competitive salary, wages, and a comprehensive benefits package.
  • 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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