Front Office Manager at Four Seasons Hotels and Resorts

The Front Office Manager acts as the manager on duty in the hotel when senior managers are not available and will also be responsible for

• Managing shifts at the Front Desk.
• Responding to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

Key Functions

• Manages the staff at the Front Desk.
• Directs all activities of the Resort Assistant Managers, Night Manager, and Guest Services Manager to ensure communications and follow-up on any problems, guest requests or special requirements.
• Interviews, trains and schedules the staff and conducts performance evaluations and disciplines staff when needed.
• Reviews and monitors schedules of staff and monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met.
• 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.
• Coordinates arrivals, departures and billing requirements. 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.