Manages the activities at the Front Desk during the overnight shift. Directs staff. Ensures communications and follow-up with day shift on any problems, guest requests or special requirements. Ensures the service quality from the daily operation is continued during the night shift. Handles all guest complaints effectively and applies empathy and flexibility when dealing with unusual situations in order to satisfactory resolve guest related issues. (15%) Frequently tours the hotel and monitors the activities of all other departments. Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met. Acts as a role model for all employees and ensures all colleagues are informed and engaged when it comes to our KPIs, using the handovers and shifts as a development opportunity. (15%) Continuously works with the Front Desk Manager and aDOR on identifying areas of improvement and participates in projects aimed at elevating the guest experience. (5%) 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. (10%) Reviews late arrivals, next day early arrivals and departures to plan for the next day’s activities. 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. (5%) Assures that all financial and credit procedures are followed and follows up on credit risks. 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. (5%) Takes action in all matters related to the safety, security, satisfaction and well being of hotel guests and employees without requiring special direction. Responds swiftly and effectively in any hotel emergency or safety situation. (5%) 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. (5%) Utilizes a variety of computer systems to check guests in and out, run daily reports, run night audit reports, and select and block rooms for arriving guests. (10%) Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact. (10%) Works harmoniously and professionally with co-workers and supervisors. (10%) Checks Staff facilities such as Locker Rooms and Staff Dining Room to assure that they are operating at Four Seasons standards. Communicate to People & Culture when they are not. Acts as a liaison for overnight shift with People & Culture. (5%)
Assists with responsibilities and duties as required throughout the hotel. Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service. Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests. Works closely with Security Staff to handle any guest emergency or safety concerns.
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