GS Team Leader

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

Old-world elegance along the Caspian Sea. Straddling the Middle East, Europe and Asia, the enigmatic capital of Azerbaijan sits on the coast of the opal-blue waters of the Caspian Sea, with the Caucasus Mountains to the west. Our beaux-arts–style Hotel is perched along the waterfront in the heart of central Baku, with the medieval walls of the Inner City just steps away and a trio of flame-shaped, modern skyscrapers flickering nearby. It’s a contrast that perfectly sums up our evolving city: ancient, modern and a little daring, all at once. Join us for breakfast on the terrace at Zafferano, followed by a relaxing treatment in our sun-lit penthouse Spa, then come discover Baku with us.

About the role

The Guest Services Team Leader oversees daily front desk and guest services operations to ensure exceptional guest experiences. This role leads and supports front-line staff, resolves guest concerns, and ensures service standards, policies, and procedures are consistently met while maintaining a welcoming, professional hotel environment.

What you will do

• Deliver outstanding guest service and act as a primary point of contact for guest concerns and escalations
• Proactively anticipate guest needs and resolve issues promptly and professionally
• Ensure brand and service standards are consistently upheld
• Handle VIP arrivals, special requests, and guest feedback
• Lead, coach, and motivate guest services/front desk staff during shifts
• Assign duties, manage shift coverage, and ensure smooth daily operations
• Train new team members and provide ongoing performance feedback
• Support disciplinary processes in line with company policies
• Oversee check-in, check-out, reservations, and cash-handling procedures
• Ensure accurate room status, billing, and guest information in the PMS
• Coordinate with housekeeping, maintenance, and other departments
• Monitor lobby presentation and service flow
• Handle guest complaints and service recovery effectively
• Make operational decisions in the absence of management
• Identify service gaps and recommend improvements
• Prepare shift reports and handover notes
• Ensure compliance with hotel policies, health and safety standards, and security procedures
• Assist with scheduling, inventory control, and supply management

What you bring

• Previous experience in hotel front office or guest services
• Demonstrated leadership or supervisory experience
• Strong customer service and communication skills
• Ability to handle conflict and high-pressure situations calmly
• Proficiency with hotel PMS systems (e.g., Opera)
• Flexible availability, including nights, weekends, and holidays
• Multilingual skills

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

This is a full-time position with multiple shifts.

Work authorization is only for Azerbaijani citizens.