Job Detail

ESSENTIAL FUNCTIONS :

Manages the staff at the Front Desk. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed. (20%) 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. (10%) 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. (5%) 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. (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%) 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. (10%) Handles all essential checks of guest rooms during both pre-arrival and post-departure time frame. Ensures status of room pre-arrival for Special Attention guests and any rooms with special guest requests. Tracks all check outs and follows up with late check outs communicating with relevant departments. (5%) Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests. (5%) 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%) Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator. (5%) Completes all tasks and responsibilities of the Night Manager position, supervises the staff of the entire hotel during the overnight shift. (5%)

NON-ESSENTIAL FUNCTIONS :

Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Business Center, and lobby coverage. 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.

KNOWLEDGE AND SKILLS :

Education:

Experience:

Skills and Abilities: Ability to read, write and English.