Guest Relations Manager

Confirmed live in the last 24 hours

Four Seasons

Hangzhou at Hangzhou Center

On-site

Posted April 11, 2026

Job Description

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:

About the role

Manages the staff at the Front Desk. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed.

管理前台员工。进行面试、培训、安排前台员工。在必要的时候进行员工表现评估、训导。

What you will do

Coordinates arrivals, departures and billing requirements with Sales and Catering Department. Blocks rooms for arrivals and ensures any discrepancies are resolved with Housekeeping. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups accordingly to the guest preferences and requests.

同销售部协调客人的入住、退房以及账目要求。同客房部协调客房的分配，确保在客人到店前没有任何差异。审查每天到店客人，尤其重要客人需按照其喜好和要求来安排。

Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation. Works closely with Security to ensure guest and staff safety is a priority.

在酒店高级管理层无法出现的情况下，对于一切有可能影响客人安全、满意度的采取行动。灵活有效的应对任何紧急及安全情况。紧密的同安保部配合，以确保客人和员工的安全为第一要务。

Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone in a timely manner.

解决客人在任何酒店区域的投诉，以饱满的热情和专业的精神同客人进行互动，尽可能的满足客人的要求；确保高质量、专业的对客服务；解决顾客投诉；协助客人关于酒店服务、营业时间、酒店管理层、在酒店举办的一切宴会、指路等。准确及时的答复客人。同客人进行面对面或是电话沟通。

Ensure all glitches are recorded accordingly. Handles all glitches based on facts and investigate all glitches accurately. To be neutral at all times maintaining professionalism.

确保记录所有影响客人的事情。在遵循事实的基础上准确的处理和调查所有的客人投诉。以中立的角度去看问题，保持专业精神。

Checks guest in and out in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction.

高效的为客人办理入住并保持友好的态度，尽可能的使用客人姓名称呼客人。确保客人满意入住到客房，价格正确无误。及时安排送达行李，确保正确的房卡交给到客人。为客人班里离店退房手续，询问入住情况，收取房卡，确保将准备无误的账单呈现给客人，并确保用正确的方式结算。

Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.

熟练运用各类电脑系统来办理客人的入住与退房；运用日常报表并且熟练地为即将到店客人选取和保留房间。

Performs Night Audit correctly and ensuring reports are distributed as required. Ensures all rates checks and high balances are monitored and follow up accurately. Prepares discrepancy reports and keep the Front Office Manager informed of all activities during the night shift.

准确的执行夜审，确保所有报表按照要求发放。确保所有房价检查和押金不足的情况得到监管。准备差异报表确保前厅经理知晓一切夜班活动。

Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in Employee Handbook.

遵守员工手册上的四季服务标准。

What you bring

Minimum two years in current role or has a minimum of four years’ experience in front desk’s operation in a senior position.

至少在当前职位有两年经验，或是有至少四年资深前台职务的经验。

Has ability to read and write in English.

具备英文的读写能力。

Foreign language is a plus.

精通外语优先。

What we offer:
•   Competitive Salary, wages, and a comprehensive benefits package
•   Excellent Training and Development opportunities
•   Employee Discount for stays at any Four Seasons worldwide
•   Complimentary Dry Cleaning for Employee Uniforms
•   Complimentary Employee Meals

Schedule & Hours: