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
The Front Office Manager directs the activities of the Front Office, Guest Services, Guest Relations and Concierge Departments to create a welcoming experience.
What you will do
Main Duties/Description:
1. The ability to direct and control the activities of the Front Desk, Guest Services, Guest Relations and Concierge Departments in order to ensure adherence to Four Seasons standards, policies and procedures.
2. The ability to ensure a smooth operation of registration and cashiering functions of the Front Office.
3. The ability to direct all activities of the Night Manager and Assistant Front Office Managers to ensure communication and follow-up on any problems, guest requests, special requirements, etc.
4. The ability to interview and hire new employees and ensure they are correctly trained and take corrective action as required.
5. The ability to discipline staff in accordance with Four Seasons policy and conduct performance reviews as scheduled.
6. The ability to review daily arrivals, VIPs, special request, group needs, room assignments and coordinates with Housekeeping Department the needs of guests.
7. The ability to escort VIP and return guests to their rooms.
8. The ability to keep the Assistant Director of Rooms informed of all activities of Front Desk, Guest Services, Guest Relations and Concierge Departments.
9. The ability to handle guest complaints and keep management informed as necessary.
10. The ability to work with the Director of Revenue on room availability and selling strategy to maximize occupancy, revenue and rate.
11. The ability to work with the Credit Manager to ensure credit procedures are followed and any problems are resolved.
12. The ability to keep all employees informed of information, policies and procedures relative to their areas and the hotel in general.
13. The ability to ensure maximization of revenues and control of expenses in all areas under control.
14. The ability to assist the Assistant Director of Rooms as required in forecasting (Director of Revenue) and budgeting of revenues and expenses for all areas under control.
15. The ability to respond properly in any hotel emergency or safety situation.
16. The ability to perform other tasks or projects as assigned by hotel management and employees.
Standard Duties:
1. To provide a friendly and professional service that always exceeds guests’ expectations.
2. To ensure you read the hotel's employee handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety.
3. To undertake other duties and responsibilities which, while outside the normal routine, are within the overall scope of the position.
4. To report for duty punctually wearing professional attire. To maintain a high standard of personal appearance and hygiene and adhere to the hotel and department personal appearance standards.
5. To comply with local legislation as required.
6. To maintain good working relationships with your colleagues and all other departments through working by The Golden Rule.
7. To respond to any changes in the division as dictated by the needs of the industry, company or hotel.
8. To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
9. Conduct and attend training sessions as outlined.
10. Perform other tasks or projects as assigned by the Assistant Director of Rooms.
What you bring:
• A minimum of at least 2 to 3 years of experience in the similar role in a luxury brand
• Proficient in English (speaking, reading, writing)
• Excellent interpersonal, verbal, and written communication skills
What we offer:
• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Complimentary Accommodation at other Four Seasons Hotels and Resort
• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary Employee Meals
• and so much more!
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