Assistant Guest Experience Manager/Assistant Front Office Manager

at  Four Seasons

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.

DESIRED SKILLS AND EXPERIENCE:

• Minimum 3 years management experience in Guest Experience relations.
• Demonstrate adaptability to live in a remote location.
• Excellent English and Spanish (Preferred) language.
• The ability to oversee the day-to-day operations of the Guest Experience Department, which includes front and back of the house.
• The ability to review arrivals to ensure high-paying guests are coded as VIPs.
• The ability to connect with specified VIP guests prior to arrival to review reservations, making note of but not limited to: arrival/departure time, transportation needs, restaurant bookings, housekeeping service times, amenities requested, and preferences.
• The ability to connect with all VIP guests during their stay to check the quality of stay/service and update preferences.
• The ability to field concierge-related requests/inquiries as well as monitoring Concierge-Inbox to review and action guest requests.
• The ability to assist with phone calls and general inquiries about the property.
• The ability to act as the voice and heart of all VIP engagement.
• Flexibility to work on different shifts, weekends, and holidays.
• The ability to communicate clearly and openly with the team all information regarding the departmental operations.
• Resort Pre-Opening Experience Preferred.
• The ability to coordinate personal training to guarantee a high level of service and productivity.
• As an Assistant Department Leader, you will motivate and develop a team, leading by example at all times, and instill a culture of continuous learning and improvement among your staff.
• You actively participate in Employee Relations activities and programs
• You are actively involved in identifying and assessing the needs of your team and investing in their career development through effective coaching, training and by instilling company our values.
• When dealing with guests and internal customers you live by the Golden Rule.
• You will use your unique personality and service style fulfilling the Four Seasons Brand and Resort standards creating a special and memorable experience!
• Coordinates arrivals, departures and billing requirements with Sales and Catering Department. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
• Assures that all financial and credit procedures are followed. Follows up on credit problems with Front Office Manager and/or Credit Manager. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.
• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Guest Services, and lobby coverage

Please refer the Job description for details