Assistant Guest Experience Manager / Assistant Front Office Manager

About the role

At Four Seasons Resort Tamarindo, an oceanfront resort on Mexico's Pacific coast, the Assistant Guest Experience Manager supports the daily operations of the Front Office while delivering exceptional guest experiences across the guest journey. The role leads and inspires the Front Desk, Concierge and Guest Services teams, ensuring personalized service and operational excellence.

Key responsibilities

• Support daily management and supervision of Front Office operations and maintain guest service standards
• Assist in leading the Front Desk, Concierge, Bell Services and Guest Experience teams
• Engage with guests throughout their stay, resolving concerns promptly
• Monitor arrivals, departures, VIP guests, special requests and guest preferences
• Support staffing, scheduling, training, coaching and performance management of the Front Office team
• Maintain accurate guest information, reservations, profiles and requests in hotel systems
• Collaborate with Housekeeping, Engineering, Food & Beverage, Recreation and other departments
• Help manage operational challenges, guest recovery situations and service opportunities
• Follow Front Office procedures, policies, safety standards and Four Seasons service expectations
• Promote teamwork, service excellence and continuous learning within the Rooms Division

Required profile

• Minimum 2 years of experience in Front Office, Guest Services or Rooms Operations in a luxury hotel or resort (preferred)
• Previous supervisory or leadership experience in Front Office (strongly preferred)
• Experience in a luxury hospitality environment with a commitment to personalized guest service
• Legal work authorization in Mexico
• Ability to work flexible schedules, including weekends, holidays and evening shifts

Required skills

• Strong leadership, organizational and problem-solving skills
• Excellent customer service, attention to detail and communication skills
• Proficiency with hotel property management systems and Microsoft Office (preferred)
• Ability to analyze operational performance and support guest satisfaction initiatives

What we offer

• Competitive salary, wages and a comprehensive benefits package
• Training and development opportunities
• Employee discount on stays at any Four Seasons worldwide
• Complimentary dry cleaning for employee uniforms and employee meals
• Access to hotel fitness and wellness programs (where applicable)
• Recognition programs and employee wellness initiatives