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 ROLE

Reporting to the Front of the House Manager you will be responsible for supporting the departmental management in leading the operations of the Front Desk and Guest Services. Responsibilities include ensuring that Four Seasons standards are met through team leadership, training and development, responding to a wide variety of guest requests and adding your personal recommendations and touches ensuring our guests receive the highest levels of service excellence, monitoring and assessing revenue opportunities for the hotel, planning and preparing the Front Office revenue and expenses, and assuring the financial goals of the department are met

WHAT YOU WILL DO

• Manages the staff at the Front Desk and Guest Services Agent. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed.
• 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.
• 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.
• Maintain complete knowledge at all times of: All hotel features/services, hours of operation. History of the building, all room types, numbers, layout, decor, appointments and location. All room rates, special packages and promotions. Daily house count and expected arrivals/departures, room availability status for any given day and scheduled daily group activities / VIP’s and all Residence types and features.
• Review daily arrivals and departure to ensure proper handling of VIP and return guests, groups etc and escort them to and/or from their rooms effectively
• 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.
• Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests