Guest Services Assistant Manager

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:

Opened in 2008, Four Seasons Hotel Macao has become a coveted destination for both business and leisure travelers who seek exceptional and personalized services. Its numerous awards and satisfied customers attest to its excellence. In October 2020, Four Seasons Hotel Macao introduced The Grand Suites, an all-suite tower that took the concept of luxury and bespoke services to new heights. With the addition of 289 suites, the Hotel’s room count increased to a combined total of 649 keys, making it the largest property within the Four Seasons group. Situated at the heart of the Cotai Strip, the hotel provides an elegant oasis with elite entertainment, high-end shopping, world-class dining, and the indulgent pampering that defines Four Seasons.

Applicants must hold a Macau ID due to work permit restriction.

About the role

The Guest Services Assistant Manager is responsible for supporting the daily operations of the Guest Services Department. The role is essential in ensuring warm hospitality, smooth guest arrivals and departures, and exceptional service delivery. The position assists in leading a team of Bell Attendants and Drivers to create memorable guest experiences.

What you will do

• Oversee daily Guest Services Department operations, including luggage handling, guest transportation, valet coordination and lobby assistance.
• Monitor workflow to ensure timely, efficient, and consistent service delivery.
• Support the implementation of service standards, operating procedures and guest experience enhancements.
• Provide warm, professional guest greetings and ensure needs are addressed promptly.
• Manage escalated guest inquiries, concerns, and special requests with empathy and effective problem-solving.
• Assist in coordinating special events, VIP services, and group bookings to ensure exceptional guest experiences.
• Maintain accurate records of transportation requests, luggage storage, deliveries and lost & found items.
• Coordinate closely with Front Office, Housekeeping, Loss Prevention and other departments to ensure seamless guest journeys.
• Oversee the inventory of guest service supplies (e.g., luggage carts, transportation vehicles) to ensure adequate levels are maintained.
• https://careers.fourseasons.com/us/en/job/REQ10368918/Guest-Services-Assistant-Manager