About the role :

Directs and controls the activities of the Front Desk and Guest Services. Acts as the manager on duty in the hotel when senior managers are not available. Will manage shifts at the Front Desk. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

What you will do :

• Manages the employees at the Front Desk and Guest Services . Directs all activities of the Asst. Front Office Managers, the Night Manager and Guest Services Supervisor to ensure communications and follow-up on any opportunities, guest requests or special requirements .

• Interviews, trains and schedules the employees . Conducts Performance Evaluations and disciplines employees when needed.

• Reviews and monitors the schedules of employees. Monitors their activities to ensure that standards are being met, employees are being supported, and guest needs are being met.

• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism.

• Coordinates arrivals, departures and billing requirements. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Elite Guests, Special Attention Guests, Return Guests, and Groups.

• Assures that all financial and credit procedures are followed .

• Monitor guest satisfaction metrics, online reviews, and internal feedback to drive continuous improvement

• Train, coach, and support teams in service standards, emotional luxury, and personalized interactions

• Support VIP guests, special events , and bespoke experiences

• Ensure compliance with Four Seasons policies, health and safety standards, and local regulations
  

What you bring :

• Previous experience in Front Desk operations or guest experience leadership within luxury hospitality

• A genuine passion for service excellence and creating memorable guest moments

• Strong leadership, communication, and interpersonal skills

• High emotional intelligence and the ability to manage guest concerns gracefully

• Detail-oriented mindset with a proactive, hands-on approach

• Ability to work flexible schedules, including evenings, weekends, and holidays

• Cultural awareness and comfort engaging with an international clientele
  

What we offer:

• Energizing Employee Culture where you are encouraged to be your true self!

• Competitive salary and a comprehensive benefits package

• Market-leading pay and benefits (Medical, Dental, Vision and Retirement Savings Plan)

• Complimentary accommodation at other Four Seasons Hotels and Resorts

• Complimentary dry cleaning for business clothing

• Complimentary employee meals

• Paid holidays, vacation, and sick days

• Culinary, retail and wellness experiences at special rates