Guest Services Manager

Our Brand Promise:  
At Four Seasons, Life is richer when we truly connect to the people and world around us.  Whether you work, stay, live or discover with us, our purpose is to create impressions that will last a lifetime.   

Our Promise to you:  

To create a culture and a work ethic based on the Golden Rule, giving our people a framework to pursue a superior international service culture.    

What makes us unique:  

For guests seeking a Los Angeles experience that feels polished and personal, Four Seasons Hotel Los Angeles at Beverly Hills reveals the city’s refined, effortless side— a place where the city unfolds beautifully, not loudly.  Set within a residential enclave, it blends sophistication with vitality—balconied guestrooms, a rooftop pool framed by greenery, integrated wellbeing, and culinary experiences that draw locals and guests together. Known for turning ambitious ideas into defining moments, its long-standing team delivers creativity and warmth with quiet confidence. With a heartbeat all its own, it’s where effortless glamour meets genuine connection— the city’s original address for feeling at home in your own LA.  

What we expect:  

Demonstrates strong foundational knowledge of team building, fostering an environment of trust, collaboration, and open communication. Builds meaningful personal connections with team members to enhance engagement, motivation, and overall departmental performance.  

• Ensures consistency across Guest Services and Concierge by developing, implementing, and maintaining clear policies, procedures, and standard practices that support operational excellence and brand alignment  

• Ensures all Guest Services, Valet, Bell, and Concierge colleagues consistently comply with core and culture service standards. 

• Serves as a highly visible leader in the public areas, representing Executive Management at all times. 

• Interviews, selects, trains, coaches, and supervises staff; conducts performance appraisals and, when necessary, administers disciplinary action. 

• Conducts required departmental commitments including standards testing, monthly meetings, and performance reviews. 

• Designates a qualified supervisor or manager to oversee operations when absent. 

• Builds schedule coverage for Guest Services and Concierge to optimize service and meet budgetary guidelines. 

• Personally engages in guest complaint resolution in collaboration with Assistant Managers, keeping senior leadership informed. 

• Ensures glitches and service recovery follow‑ups are completed accurately and in a timely manner. 

• Greets and connects with current glitch guests upon during their stay and departure. 

• Escorts VIP guests whenever possible and ensures seamless handling of repeat and return guests. 

• Be assigned as a point of contact for our guests to ensure personal recognition is met.  

• Anticipates guest needs and ensures all reasonable requests are fulfilled promptly and efficiently. 

• Oversees proper handling of guest messages, packages, parcels, flowers, and special items. 

• Maintains extensive knowledge of local attractions, cultural institutions, restaurants, theaters, sports, leisure activities, exhibits, and events. 

• Cultivates strong community relationships to facilitate reservations, ticketing, transportation, and guest recommendations. 

• Demonstrates full understanding of all Concierge systems, procedures, and brand standard processes, ensuring consistency and accuracy in service delivery. Continuously evaluates these processes to identify improvements and implements creative, brand‑aligned enhancements that elevate the guest experience  

• Maintains an active presence during peak operations by adjusting personal schedule as needed. 

• Leads and coordinates the Curbside program while ensuring synergy between Valet, Door, and Bell operations. 

• Collaborates closely with Valet Parking to ensure smooth handling of guest and patron vehicles. 

• Works with the Guest Service team members to ensure efficient luggage handling. 

• Works with the Front Office to support group arrivals, VIPs, special guests, and guest preferences. 

• Coordinates group‑related logistics with Conference Services Managers. 

• Coordinates event‑related logistics with the Banqueting Manager. 

• Attends daily and weekly operations meetings. 

• Maintains Concierge desk and storage areas in an organized, efficient state. 

• Ensures accurate completion of payroll, labor forecasting, and other administrative duties. 

• Understands the departmental P&L, analyzes performance trends, and provides meaningful insight into areas of opportunity to improve financial results while maintaining service excellence. 

• Revenue growth through effective management of the garage operation and drives ancillary revenue generation from Concierge services, while identifying opportunities to maximize profitability without compromising service standards 

• Proficiently uses hotel computer systems, phone systems, and department‑specific technology platforms. 

• Completes additional tasks, projects, or assignments as requested by hotel management.     

The duties and responsibilities listed above are intended to describe the general nature and level of work performed. Additional responsibilities may be assigned as needed, and the Director of Guest Services is expected to perform any tasks necessary to support exceptional guest service and departmental operations.  

Skills/Qualifications: 

Ideal candidate will have 

• Schedules all Guest Services and Concierge team members, including Bell, Valet Parking, and Door staff, to ensure optimal coverage and maximum guest satisfaction while operating within budgeted labor guidelines. 

• Completes all required payroll documentation and prepares accurate labor forecasts to support operational planning. 

• Performs all reasonable services requested by guests, anticipates their needs, and ensures timely, efficient, and thoughtful service delivery. 

• Ensures all guest vehicles and keys are handled with utmost caution, professionalism, and security in accordance with hotel protocols. 

• Coordinates seamless cooperation among Guest Service and Concierge.  

• Handles guest complaints related to Guest Services and Concierge with professionalism, maturity, and discretion. Keeps the Director of Rooms fully informed of issues and the actions taken to resolve them. 

• Develops action plans to address recurring service glitches within Guest Services and Concierge. Designs and implements training or retraining programs to ensure continuous improvement and alignment with service standards. 

• Responds appropriately and efficiently to all hotel emergencies or safety situations in accordance with established procedures. 

• Oversees the welcoming of all curbside guests and VIP arrivals, ensuring a seamless and distinguished arrival experience. 

• Coordinates management lobby presence during peak arrival and departure periods, including group movements and event related traffic. 

• Maintains the front drive, garage and main lobby areas in a clean, organized, and presentable condition through close coordination with Engineering and Housekeeping. 

• Performs additional tasks or projects assigned by hotel management to support overall operational success.  

We offer: 

• Salary Range Rate:  $85,000-$95,000

• Comprehensive benefits package: Medical/Dental/Vision 

• 401K Retirement Savings Plan 

• Employee Assistance Program 

• Investment in your Wellbeing  

• Life Insurance  

• Free On-Site Parking 

• Training Program, Tuition Reimbursement  

• Excellent Training and Development opportunities 

• Employee Discount for stays at any Four Seasons worldwide 

• Complimentary Dry Cleaning for Employee Uniforms 

• Complimentary Employee Meals 

• Annual incentive bonus  

Schedule: 

• Full-Time: AM/PM Shifts 

• Holidays and Weekends