Guest Service Manager

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:

Four Seasons Resort and Residences Dominican Republic at Tropicalia will feature 95 keys and 25 branded residential homes, 8 distinct F&B outlets, all thoughtfully designed to reflect a contemporary interpretation of the Dominican Republic’s natural beauty. Wellness will be a defining pillar of the property, delivering a holistic experience that harmonizes with the natural environment while enhancing overall wellbeing through the restorative power of nature. The sustainable luxury destination is located on a 60-acre (24 hectare) site along the pristine beachfront of Playa Esmeralda in northeastern Dominican Republic, along the southern shores of Samaná Bay. A site of breathtaking natural beauty, Tropicalia is home to a diverse ecosystem of white-sand beaches; crystalline, aquamarine water and coral reefs; mountains, forests, mangroves, lagoons and rivers; a working coconut plantation; and an organic farm.

About the Role:

Responsible for overseeing and ensuring a seamless and exceptional guest service experience, leading the team and coordinating with hotel departments to address guest needs efficiently and personally.

What You’ll Do:

• Oversee the daily Guest Services operation.
• Ensure warm, efficient, and personalized service throughout the guest stay.
• Follow up on guest requests, feedback, and concerns, ensuring timely solutions.
• Lead, train, and support the team to maintain high service standards.
• Coordinate with Front Office, Concierge, Housekeeping, and other departments to ensure a seamless guest experience.
• Support the handling of VIP guests, special requests, and sensitive situations.
• Monitor service standards and identify opportunities to enhance the guest experience.

Requirements:

• Previous experience as a Guest Service Manager, Guest Relations Manager, Front Office Supervisor, or in a similar role.
• Experience in luxury hospitality or high-end resort environments.
• Excellent communication, leadership, and problem-solving skills.
• Strong service orientation and attention to detail.
• Experience handling guest complaints and service recovery.
• Proven ability to lead and develop teams.
• Advanced English proficiency.

We Offer:

• The opportunity to be part of a high-level hospitality operation.
• A dynamic and multicultural work environment.
• Learning, development, and professional growth opportunities.
• Competitive compensation and benefits package.

Availability:

Availability to work flexible schedules, including weekends and holidays, based on operational needs.