Guest Services Supervisor

About the role: 

The Guest Services Supervisor is responsible for supervising the Bell and Door team while supporting the overall guest arrival and departure experience. This role oversees luggage handling, transportation coordination, room deliveries, package management, and guest requests while ensuring Forbes Five-Star and Four Seasons standards are consistently met. This position is part of the Front Office team and reports to Front Office Management. 

What you will do: 

• Lead and support the Bell and Door team in delivering exceptional guest service throughout the arrival and departure experience 

• Coordinate guest transportation, luggage handling, room deliveries, package management, and special requests 

• Monitor guest service requests and operational workflows to ensure timely completion and follow-up 

• Assist with training, coaching, scheduling, and development of Guest Services team members 

• Support guest arrivals by greeting guests, assisting with luggage, and escorting guests to the Front Desk or guest rooms 

• Maintain awareness of VIP arrivals and ensure personalized service standards are consistently delivered 

• Assist with group arrivals, room drops, and special amenity deliveries 

• Provide guests with recommendations regarding local attractions, dining, transportation, and resort amenities 

• Resolve guest concerns and special requests with professionalism and urgency 

• Support Front Office operations by assisting with check-in and check-out processes when needed 

• Work closely with Concierge, Front Desk, Housekeeping, and other departments to ensure seamless guest experiences 

• Coordinate incoming and outgoing package deliveries and guest shipping needs 

• Maintain a visible presence in the lobby and front drive while modeling Four Seasons service standards 

• Respond effectively to emergency situations and support resort safety and security procedures 

What you bring: 

• High school diploma or equivalent experience 

• Previous experience in luxury hospitality, guest services, bell services, valet operations, or front office operations preferred 

• Previous supervisory or leadership experience preferred 

• Excellent guest service and interpersonal skills 

• Strong communication and problem-solving abilities 

• Strong organizational skills and attention to detail 

• Ability to work independently while leading a team 

• Ability to operate hotel systems, technology platforms, and guest service software 

• Ability to read, write, and communicate effectively in English 

• Ability to thrive in a fast-paced luxury hospitality environment 

What we offer: 

• Competitive Salary & Wages 

• Comprehensive Benefits Package 

• 401(k) Retirement Plan 

• Excellent Training and Development Opportunities 

• Complimentary Accommodations at other Four Seasons Hotels and Resorts 

• Complimentary Dry Cleaning for Employee Uniforms 

• Complimentary Employee Meals 

Schedule & Hours: 

• Full-time schedule required, including mornings, evenings, weekends, and holidays 

• Flexibility to work varied shifts based on business needs 

Work Authorization: 

• Candidates must have valid authorization to work in the United States at the time of application.