Assistant Guest Services Manager

Naples Beach Club Guest Service Team SupervisorFour Seasons is powered by our people. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. A rare gem on Florida's Gulf Coast of Southwest Florida, Naples Beach Club, a Four Seasons Resort, is an exclusive collection of 156 luxurious beachfront private residences and a 222-room hotel all within a 125-acre walkable coastal village in the heart of Old Naples. Honoring local heritage and artfully reimagined for modern-day elegance, the resort includes residents-only facilities and amenities, a luxury spa and state-of-the-art well-being/fitness center, exquisite and diverse fine dining outlets, outdoor pursuits to include a tennis center, and an 18-hole golf course, bowling and movie theater experiences, and an exclusive private club.

The first of its kind, the Naples Beach Club, a Four Seasons Resort, is paradise found.About the RoleWill oversee the Guest Service Team to ensure an exceptional arrival and departure experience. They will assist in managing the Bell and Door Staff directing them in performing their job duties. Collaborate with the Front Office and Guest Relations team in assisting guests with their requests. Overseeing the day to day operation of the door, valet and bell teams, this individual must have the ability to work quickly in high-pressure environment and ability to handle multiple tasks at once.Motivate/Manage and coordinate the Bell, Valet, and Door teams to provide exceptional service while upholding Four Seasons standards.Conduct daily briefings for all 3 shifts to include VIP arrival, in house VIP's, glitch guests, event happenings etc.

Ensure every employee has all access to CHAT, Key, Opera, email, logins + programsIssue disciplinary actions for errors and omissions of service, personal conduct, etc.Conduct departmental meetings to discuss hotel/company updatesServe as a direct liaison between hotel departments and guest services staff.Respond properly in any hotel emergency or safety situation.Maintain a good relationship with third party vendors (Arranging FedEx pick up or deliveries)Product:Arrange and coordinate special amenity deliveries for groups in house.Ensure a clean, neat, organized, and safe work areaEnsure all packages and parcels are well organized and logCreate arrival list on a nightly basis for the following day.Correspond with guests as needed to ensure satisfaction and/or recover from service errors. (Glitch Recovery and review Medallia & Trip Advisor)Conduct standard testing and spot checks while providing constructive feedback on the spot.Understand Hotsos program (i.e. input requests, run reports, standards testing, etc)Understand VoceraOrder Supplies for department using birchstreet and requisitions; ensure ordering is within budgetNewspapers (for both guests and outlets)Cleaning Supplies (Bell cart polish)FedEx slips + suppliesBoxes + tape for packingProfit:Compete payroll on a timely basis and ensure all pay codes, job codes, hours, porterage etc. Ensure event staffing is sufficient for scheduled and pop up events.Analyze garage inventory in conjunction with overnight audit to ensure all overnight revenue is captured.Manage hold car operation according to contract.

Doing so will monitor number of hold cars and ensure no one is over limit.Familiarity with ADP program and HeathEnsure successful completion and accurate billing for services provided.Manage MMB's on a daily basis and counsel employees for unapproved violations.Increasing parking cost on a yearly basis based on comp set and labor increasePorterage was also required to be posted and managed for bell and door for groups and room drops.Minimize overtime by spot checking time cards and ensuring all overtime is approved. Counseling employees not in compliance with overtime policy.Minimum 3 years of experience in a management (operational) position in a luxury property.Ability to read, write and speak English.A successful candidate will have a flexible schedule, ability to work weekends and holidays. Must possess legal work authorization in the United States.Market-leading benefits package that includes: Medical, Dental, Vision, and 401K with employer matching all starting at 30 days!Complimentary and discounted hotel stays around the world!Embracement and promotion of diversity in our workplace!Complimentary employee meals and beverages!Tuition reimbursement!