Job Detail

Job Functions:

Manages the staff at the Front Desk & Guest Services Departments. Directs all activities of the Asst. Front Office Managers and the Night Manager to ensure communications and follow-up on any problems, guest requests or special requirements. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed. (25%)

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. (20%)

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. (15%)

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. (15%)

Reviews and monitors schedules of staff in other department of responsibility. Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met. (10%)

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%)

Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact. (5%)

Works harmoniously and professionally with co-workers and supervisors. (5%)