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About the Role
The Guest Services Assistant Manager supports daily Front Office, Concierge, and Bell Desk operations, ensuring exceptional service. This role involves operational leadership, guest engagement, overseeing arrivals/departures, valet, luggage services, service recovery, and team development. The ideal candidate has a luxury hospitality background, a passion for guest experiences, and leads by example.
Responsibilities
- Maintain a strong operational presence across Front Office, Concierge, and Bell Desk operations for seamless guest arrivals and departures.
- Lead, coach, and develop Guest Services and Bell teams, fostering engagement, accountability, and service excellence.
- Oversee valet parking operations, including driving, parking, and retrieving guest vehicles while ensuring compliance with safety and operational procedures.
- Manage luggage handling, storage, room escorting, and transportation services for a smooth and personalized guest experience.
- Handle guest concerns and service recovery opportunities professionally, ensuring timely resolution and exceptional guest satisfaction.
- Build strong relationships across hotel departments while assisting with rostering, labour management, and operational performance goals.
Requirements
- 2+ years' experience in a Front Office, Guest Services, Bell Captain, Concierge, or Rooms Division leadership role within a luxury hotel environment.
- A valid unrestricted driver's licence with confidence driving and parking a wide range of vehicles, including luxury and prestige cars.
- A passion for delivering exceptional guest experiences and creating memorable arrival and departure journeys.
- An authentic and engaging leadership style with the ability to motivate, coach, and develop team members.
- Strong problem-solving, communication, and guest recovery skills, with the ability to remain calm under pressure.
- A strong understanding of luxury hospitality standards, attention to detail, and a collaborative approach to working with multiple departments.
Skills
- Guest Services
- Front Office Operations
- Concierge Services
- Bell Desk Operations
- Valet Parking
- Luggage Handling
- Service Recovery
- Team Leadership
- Coaching
- Development
- Rostering
- Labour Management
- Problem-Solving
- Communication
- Driving
Location
- Sydney
Work Type
- Full-time
Experience Level
- 2+ years leadership experience in luxury hospitality
Salary/Compensations
- Competitive salary, wages
Benefits
- 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
- Career progression opportunities
About the Company
- Four Seasons is powered by its people, fostering a culture of continuous improvement and mutual respect.
- The company is dedicated to creating exceptional guest experiences through a world-class employee experience and company culture.
- Four Seasons believes in recognizing individuals and treating everyone with respect, aiming to create lasting impressions.
- The company's purpose is to create meaningful connections with people and the world.
- Four Seasons is synonymous with unparalleled luxury, defined by a sense of belonging, genuine care, humanity, and generosity.