Guest Services Assistant Manager

Job description

About Four Seasons: Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. About the location: When you think about Four Seasons, we hope unparalleled luxury comes to mind. But what is luxury, really? Our answer may surprise you. To us, true luxury is a meaningful sense of belonging. It is a dedicated focus on how people want to be treated, grounded in the genuine care you experience during your stay and defined by an abundance of humanity and generosity. This starts with our passionate team, welcoming you to be the centre of our world, anywhere in the world – and always with a distinctly human touch. The views are just the beginning at Four Seasons Hotel Sydney, located at the epicentre of the historic Rocks district, sparkling Harbour and buzzing CBD. Chic rooms and suites embrace the iconic attractions just steps away, while the award-winning restaurant and street front bar are destinations unto themselves. About the role: The Guest Services Assistant Manager plays a key role in supporting the day-to-day operations of the Front Office, Concierge and Bell Desk teams, ensuring exceptional service delivery across all guest touchpoints. This role balances operational leadership with a hands-on approach to guest engagement, overseeing guest arrivals and departures, valet parking operations, luggage services, and service recovery while developing and inspiring a high-performing team. To thrive in this role, the ideal candidate will have a proven background in luxury hospitality, a passion for creating memorable guest experiences, and the ability to lead by example. You will be highly visible throughout the hotel, proactively assisting guests, supporting operational needs, and driving service excellence that reflects our luxury standards. What you will do: Maintain a strong operational presence across the Front Office, Concierge and Bell Desk operations to ensure seamless guest arrivals and departures. Lead, coach, and develop the Guest Services and Bell teams, fostering a culture of engagement, accountability, and service excellence. Oversee valet parking operations, including safely driving, parking, and retrieving guest vehicles while ensuring compliance with safety and operational procedures. Manage luggage handling, storage, room escorting, and transportation services to deliver a smooth and personalised 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. What you will bring: 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. What we offer: Competitive salary, wages, and a 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 within a global luxury hospitality organisation.