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About the Role
Assist the Director of Concierge/Guest Experience and Guest Experience Manager in overseeing the day-to-day operations of the Concierge department, ensuring exceptional service delivery and a seamless guest experience. This role is responsible for supporting departmental administration, coordinating and facilitating training programs, and developing team members to uphold Four Seasons standards. The successful candidate will possess a thorough knowledge of all Concierge operations, as well as New York's restaurants, attractions, events, cultural offerings, and local services, enabling them to provide personalized recommendations and experiences for guests. They will lead by example, maintain the highest standards of professionalism and hospitality, and ensure that every guest interaction reflects the renowned service excellence of Four Seasons.
Responsibilities
- Maintain up-to-date knowledge of local attractions, restaurants, shopping, cultural events, entertainment, transportation, and essential services.
- Serve as a destination expert, providing personalized recommendations and exceptional concierge services.
- Lead and mentor the Concierge team, fostering continuous learning and local market expertise.
- Ensure CS, Elite, and VIP guest profiles remain accurate and up to date, leveraging guest history and preferences to create memorable stays.
- Support scheduling, training, performance coaching, and day-to-day Concierge operations.
- Maintain accurate guest profiles and promote participation in guest recognition and personalization programs.
- Ensure exceptional guest service standards are consistently delivered and guest concerns are resolved promptly and professionally.
- Maintain proficiency in hotel systems, including Opera, HotSOS, Golden, and Key.
- Communicate policies, procedures, operational updates, and key local events to the team.
- Monitor compliance with service standards, grooming expectations, and departmental procedures.
- Collaborate closely with Front Office and other hotel departments to ensure seamless guest experiences.
- Build and maintain strong relationships with local businesses, vendors, and service providers.
- Support departmental budgeting goals and operational performance objectives.
- Participate in and facilitate training programs to support team development and service excellence.
- Maintain compliance with hotel financial, payment processing, and operational policies.
- Act as a role model by demonstrating professionalism, hospitality, and Four Seasons service culture at all times.
Requirements
- Previous experience in a luxury Concierge, Front Office, or Guest Experience role.
- Strong knowledge of New York's restaurants, attractions, events, and local services.
- A passion for delivering personalized and memorable guest experiences.
- Proven leadership, coaching, and team development skills.
- Excellent communication, organization, and problem-solving abilities.
- Experience building relationships with VIP, Elite, and repeat guests.
- Strong attention to detail and the ability to thrive in a fast-paced environment.
- A commitment to upholding the highest standards of hospitality and professionalism.
Skills
- Concierge operations
- Guest experience management
- Team leadership
- Training facilitation
- Local market expertise (New York)
- Guest profile management
- Hotel systems proficiency (Opera, HotSOS, Golden, Key)
- Interdepartmental collaboration
- Vendor relationship management
- Budget support
- Financial policy compliance
- Service standard monitoring
- Grooming standards
- Problem-solving
- Communication
- Organization
Location
- New York
Work Type
- Full-time
Experience Level
- Previous experience in a luxury Concierge, Front Office, or Guest Experience role
Salary/Compensations
- $43.00 - $47.00 hourly
Benefits
- Competitive salary, wages, and a comprehensive benefits package
- Excellent training and development opportunities
- Employee discount for stays at any Four Seasons worldwide
- Complimentary dry cleaning for employee uniforms
- Complimentary employee meals
About the Company
- Four Seasons is powered by its people, a collective of individuals who strive for improvement and treat each other with respect.
- Team members create amazing experiences for guests, residents, and partners through a commitment to luxury with genuine heart.
- The company believes in recognizing familiar faces, welcoming new ones, and treating everyone with respect.
- Four Seasons' purpose is to create lasting impressions through genuine connections with people and the world.
- The company is a Manhattan landmark on Billionaires' Row, offering five-star, modern-deco hotel living designed by I.M. Pei.
- The hotel is located at a prestigious address between Park Avenue and Madison Avenue, steps from Central Park and Madison Avenue shopping.
- Guests can enjoy sun-filled suites, unparalleled city and park views, and a serene luxury experience high above Manhattan.
Equal Opportunity
- Four Seasons is an Equal Opportunity, Affirmative Action employer.
- Minorities, women, veterans, and individuals with disabilities are encouraged to apply.
- EEOC is The Law Information poster available at https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal