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About the Role
The Core Manager will oversee the Core Team, ensuring timely and accurate responses to a variety of requests to achieve maximum customer satisfaction while complying with all Four Seasons Policies. This role is accountable for shaping the client experience by providing exceptional service in support of our Forbes 5 Star, AAA 5 Diamond hotel.
Responsibilities
- Supervise, coach, and develop Core Agents to ensure exceptional service and operational excellence.
- Manage scheduling, training, performance, and staffing needs while fostering a positive, collaborative work environment.
- Support Front Office and Rooms operations as needed to ensure consistent guest service delivery.
- Ensure all guest interactions are handled professionally, courteously, and in alignment with Four Seasons standards.
- Address guest concerns, special requests, and service recovery situations promptly and effectively.
- Promote a culture of personalized service and proactive problem resolution.
- Oversee all hotel communication channels, including telephone operations, guest messaging, and service request management.
- Ensure accurate coordination of guest requests through systems such as Opera, HotSOS, Book4Time, Micros, and other hotel platforms.
- Partner closely with operational departments to ensure timely response and follow-through on guest needs.
- Support Spa, In-Room Dining, and hotel service reservations while identifying opportunities to enhance the guest experience and maximize revenue.
- Ensure booking accuracy, system integrity, and service standards are consistently maintained.
Requirements
- 1–2 years of experience in a Core, Reservations, Communications, Front Office, or related hospitality role.
- Previous supervisory or leadership experience preferred.
- Experience in a luxury hotel or high-end hospitality environment.
- Strong communication, leadership, and guest service skills.
- Excellent organizational, multitasking, and problem-solving abilities.
- Proficiency in hospitality systems such as Opera, HotSOS, Book4Time, Micros, or similar platforms.
- Additional language skills are an asset.
Skills
- Communication
- Leadership
- Guest service
- Organizational
- Multitasking
- Problem-solving
- Opera
- HotSOS
- Book4Time
- Micros
Location
- New York Downtown
Work Type
- Full-time
Experience Level
- 1-2 years
- Supervisory/Leadership experience preferred
Education Level
- Post-secondary education in Hospitality Management or a related field preferred
Salary/Compensations
- $95,000-$100,000
About the Company
- Four Seasons is powered by its people, fostering a culture of continuous improvement and mutual respect.
- The team creates amazing experiences for guests through a commitment to luxury with genuine heart.
- The company believes in recognizing and treating everyone with respect.
- Four Seasons Hotel New York Downtown is an architectural icon in Lower Manhattan, located steps from authentic neighborhoods.
- The hotel features a globally inspired Spa with a heated indoor pool and CUT by Wolfgang Puck.
- OUR VISION: We are New York’s Luxury Lifestyle Icon.
- OUR MISSION: To inspire meaningful connections, curate exceptional experiences, and deliver passionate service with kindness, care, and a commitment to excellence.
- OUR PURPOSE: To Enrich the Lives of Employees, Guests and the Community around us.
- OUR VALUES: We think differently, are client obsessed, have passion, own it, truly care about each other, and have integrity.
Equal Opportunity
- Four Seasons is an Equal Opportunity, Affirmative Action employer.
- Minorities, women, veterans, and individuals with disabilities are encouraged to apply.