Assistant Guest Relations Manager
Four Seasons Hotels and Resorts, Chicago, Illinois, United States, 60290
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
Our property is a vibrant hub of culture, style and energy and includes our newly transformed restaurant which embodies iconic luxury boldly reimagined to capture the essence of Chicago through inspired food, drink, art and music. Four Seasons Hotel Chicago is honored to be ranked as one of Conde Nast Traveler Reader's Choice Top 50 Hotels in the World. We offer 345 elegant guest rooms and suites: and a luxury spa. We are located steps away from the famed Magnificent Mile, glamorous North Michigan Avenue shopping and minutes from the city’s business and financial center. Adorn Restaurant features globally inspired cuisine starring the bounty of the Midwest. Adorn Bar showcases craft cocktails and a wine list that sparks conversation, all with a lively, convivial vibe beckoning to be discovered.
About the role
The Assistant Manager, Guest Experience is responsible for supporting the daily operations of the Guest Experience department and ensuring that all Elite and VIP guests receive the highest level of personalized service throughout their stay. This position plays a key leadership role in coordinating cross‑departmental communication, managing pre‑arrival planning, and maintaining service consistency in line with Four Seasons and Forbes standards. In addition, the Assistant Manager functions as the acting department head on scheduled days off of the Head Concierge, providing operational oversight, team guidance, and guest issue resolution for both Guest Experience and the Concierge team.
What you will do Leadership and Department Oversight Monitor workflow, ensure task follow‑through, and uphold departmental and brand service standards. Address guest concerns promptly and coordinate service recovery efforts when required. Ensure Forbes and Four Seasons standards are consistently demonstrated by the team.
Pre‑Arrival Operations Review all Elite/VIP arrivals 3–5 days in advance and ensure pre‑arrival outreach is completed. Confirm guest preferences, profiles, and traces in Golden are accurate and updated. Coordinate special requests and amenities with Housekeeping, Room Service, Pastry, and other departments. Oversee VIP room blocking, upgrade considerations, and Out ‑of‑Service room planning for early arrivals or special setups. Validate inclusion of all applicable VIPs on the daily morning meeting briefing.
Arrival Coordination
Participate in daily VIP and operational meetings to confirm next‑day priorities. Assign meet‑and‑greet coverage and monitor guest ETAs and transportation arrangements, including Empire vehicles. Ensure effective communication between AM and PM shifts regarding incoming VIPs. Prioritize Upsell opportunities for both guest satisfaction and hotel profitability.
Day‑Of Arrival Responsibilities
Review room status and inspect VIP rooms to confirm readiness, cleanliness, and accuracy of special setups. Coordinate with Housekeeping to expedite rooms as needed and assist during high‑volume turnover periods. Verify correct placement of guest amenities and special‑occasion touches.
In‑House Guest Experience
Greet Elite/VIP guests on arrival and assist with check‑in throughout the property. Conduct mid‑stay courtesy calls, respond to service requests, and monitor guest satisfaction. Manage guest correspondence, including the Elite inbox, ensuring timely responses. Facilitate interdepartmental communication to support guest preferences and special needs.
Departure and Post‑Stay Responsibilities
Greet VIP guests upon departure when possible. Complete departure follow‑up calls and send post‑stay communications. Record guest feedback, preferences, and relevant stay information in Golden.
Programming, Experiences, and Administrative Duties
Support execution of seasonal and citywide programming (e.g., Chicago Marathon, Lollapalooza, Festive). Coordinate yacht operations including SOP adherence, booking oversight, billing, and guest escort. Oversee In‑Room Experiences and Red‑Carpet Movie Nights, including inventory, coordination, and setup. Maintain supplies for children’s amenities, welcome programs, Concierge “Need It Now” items, and Guest Experience activations. Produce the monthly Guest Experience newsletter, ensuring timely completion and distribution. Support responses to Forbes Travel Guide evaluations and Preferred Partner advisor correspondence. Assist with reservation inquiries, updates, and Elite benefit communication. Create customized recognition touches for special occasions and support service recovery initiatives. Complete urgent guest errands or same‑day requests as needed.
What you bring
Minimum of 2–3 years of experience in luxury hospitality, preferably in Guest Experience, Concierge, or Front Office leadership. Demonstrated ability to lead teams and manage daily operations. Strong communication, organizational, and problem‑solving skills. Proficiency with Opera, Golden, CORE, Microsoft Office Suite, KEY and internal hotel systems. Ability to work flexible schedules, including weekends, holidays, and varied shifts. High degree of professionalism, emotional intelligence, and discretion when handling confidential guest information.
Physical Requirements
Ability to stand and walk for extended periods. Ability to lift and transport items up to 25 pounds as needed for amenities or event setups.
What We Offer
Compensation: $65,000 - $75,000 Energizing Employee Culture where you are encouraged to be your true self! Comprehensive learning and development programs to help you master your craft. Competitive wages and benefits (Medical, Dental, Vision and Retirement Plan) as well as Paid Time Off & Holiday Pay 401(k) Retirement Plan including Employer Matching Program Inclusive and diverse employee engagement & recognition events all year‑round. Exclusive discount and travel programs with Four Seasons Complimentary Dry Cleaning for Employee Uniforms & Employee Meals And so much more!
Schedule & Hours
Start Date: April Full Time Flexibility to work early mornings, evenings, weekends and holidays.
Candidates must have valid work authorization for the U.S. Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview.
Learn more about Four Seasons Hotel Chicago
Instagram: FSChicago Twitter: FSChicago Career Opportunities: jobs.fourseasons.com LinkedIn: four-seasons-hotel-jobs Learn More About Who We Are: We Are Four Seasons If you are a qualified individual with a disability or disabled veteran and need a reasonable accommodation to use or access our online system, please contact the People & Culture Department at 312-649-2153. Don’t miss this opportunity to be part of our award winning team, while developing your career with the world’s leading luxury hotel company! We look forward to receiving your application! Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the EEOC is The Law information poster please visit the EEOC site.
#J-18808-Ljbffr
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
Our property is a vibrant hub of culture, style and energy and includes our newly transformed restaurant which embodies iconic luxury boldly reimagined to capture the essence of Chicago through inspired food, drink, art and music. Four Seasons Hotel Chicago is honored to be ranked as one of Conde Nast Traveler Reader's Choice Top 50 Hotels in the World. We offer 345 elegant guest rooms and suites: and a luxury spa. We are located steps away from the famed Magnificent Mile, glamorous North Michigan Avenue shopping and minutes from the city’s business and financial center. Adorn Restaurant features globally inspired cuisine starring the bounty of the Midwest. Adorn Bar showcases craft cocktails and a wine list that sparks conversation, all with a lively, convivial vibe beckoning to be discovered.
About the role
The Assistant Manager, Guest Experience is responsible for supporting the daily operations of the Guest Experience department and ensuring that all Elite and VIP guests receive the highest level of personalized service throughout their stay. This position plays a key leadership role in coordinating cross‑departmental communication, managing pre‑arrival planning, and maintaining service consistency in line with Four Seasons and Forbes standards. In addition, the Assistant Manager functions as the acting department head on scheduled days off of the Head Concierge, providing operational oversight, team guidance, and guest issue resolution for both Guest Experience and the Concierge team.
What you will do Leadership and Department Oversight Monitor workflow, ensure task follow‑through, and uphold departmental and brand service standards. Address guest concerns promptly and coordinate service recovery efforts when required. Ensure Forbes and Four Seasons standards are consistently demonstrated by the team.
Pre‑Arrival Operations Review all Elite/VIP arrivals 3–5 days in advance and ensure pre‑arrival outreach is completed. Confirm guest preferences, profiles, and traces in Golden are accurate and updated. Coordinate special requests and amenities with Housekeeping, Room Service, Pastry, and other departments. Oversee VIP room blocking, upgrade considerations, and Out ‑of‑Service room planning for early arrivals or special setups. Validate inclusion of all applicable VIPs on the daily morning meeting briefing.
Arrival Coordination
Participate in daily VIP and operational meetings to confirm next‑day priorities. Assign meet‑and‑greet coverage and monitor guest ETAs and transportation arrangements, including Empire vehicles. Ensure effective communication between AM and PM shifts regarding incoming VIPs. Prioritize Upsell opportunities for both guest satisfaction and hotel profitability.
Day‑Of Arrival Responsibilities
Review room status and inspect VIP rooms to confirm readiness, cleanliness, and accuracy of special setups. Coordinate with Housekeeping to expedite rooms as needed and assist during high‑volume turnover periods. Verify correct placement of guest amenities and special‑occasion touches.
In‑House Guest Experience
Greet Elite/VIP guests on arrival and assist with check‑in throughout the property. Conduct mid‑stay courtesy calls, respond to service requests, and monitor guest satisfaction. Manage guest correspondence, including the Elite inbox, ensuring timely responses. Facilitate interdepartmental communication to support guest preferences and special needs.
Departure and Post‑Stay Responsibilities
Greet VIP guests upon departure when possible. Complete departure follow‑up calls and send post‑stay communications. Record guest feedback, preferences, and relevant stay information in Golden.
Programming, Experiences, and Administrative Duties
Support execution of seasonal and citywide programming (e.g., Chicago Marathon, Lollapalooza, Festive). Coordinate yacht operations including SOP adherence, booking oversight, billing, and guest escort. Oversee In‑Room Experiences and Red‑Carpet Movie Nights, including inventory, coordination, and setup. Maintain supplies for children’s amenities, welcome programs, Concierge “Need It Now” items, and Guest Experience activations. Produce the monthly Guest Experience newsletter, ensuring timely completion and distribution. Support responses to Forbes Travel Guide evaluations and Preferred Partner advisor correspondence. Assist with reservation inquiries, updates, and Elite benefit communication. Create customized recognition touches for special occasions and support service recovery initiatives. Complete urgent guest errands or same‑day requests as needed.
What you bring
Minimum of 2–3 years of experience in luxury hospitality, preferably in Guest Experience, Concierge, or Front Office leadership. Demonstrated ability to lead teams and manage daily operations. Strong communication, organizational, and problem‑solving skills. Proficiency with Opera, Golden, CORE, Microsoft Office Suite, KEY and internal hotel systems. Ability to work flexible schedules, including weekends, holidays, and varied shifts. High degree of professionalism, emotional intelligence, and discretion when handling confidential guest information.
Physical Requirements
Ability to stand and walk for extended periods. Ability to lift and transport items up to 25 pounds as needed for amenities or event setups.
What We Offer
Compensation: $65,000 - $75,000 Energizing Employee Culture where you are encouraged to be your true self! Comprehensive learning and development programs to help you master your craft. Competitive wages and benefits (Medical, Dental, Vision and Retirement Plan) as well as Paid Time Off & Holiday Pay 401(k) Retirement Plan including Employer Matching Program Inclusive and diverse employee engagement & recognition events all year‑round. Exclusive discount and travel programs with Four Seasons Complimentary Dry Cleaning for Employee Uniforms & Employee Meals And so much more!
Schedule & Hours
Start Date: April Full Time Flexibility to work early mornings, evenings, weekends and holidays.
Candidates must have valid work authorization for the U.S. Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview.
Learn more about Four Seasons Hotel Chicago
Instagram: FSChicago Twitter: FSChicago Career Opportunities: jobs.fourseasons.com LinkedIn: four-seasons-hotel-jobs Learn More About Who We Are: We Are Four Seasons If you are a qualified individual with a disability or disabled veteran and need a reasonable accommodation to use or access our online system, please contact the People & Culture Department at 312-649-2153. Don’t miss this opportunity to be part of our award winning team, while developing your career with the world’s leading luxury hotel company! We look forward to receiving your application! Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the EEOC is The Law information poster please visit the EEOC site.
#J-18808-Ljbffr