Assistant Front Office Manager

Four Seasons; San Francisco (CA); On-site; USD 80,000 - 84,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

401(k) Retirement Plan

Complimentary Accommodation at other F

Complimentary Employee Meals

Paid holidays, vacation, and sick days

Job summary

Four Seasons Hotel San Francisco seeks a skilled Front Desk Manager to oversee day-to-day operations and supervise Front Desk staff. You will respond to guest requests with personalised touches and coordinate with other Rooms Departments to ensure a seamless guest experience.

The role requires at least two years’ hotel rooms operations experience, supervisory ability, and knowledge of PMS systems. Competitive benefits and a path for development are offered.

Qualifications

• Minimum two years’ experience in hotel rooms operations, with supervisory/management exposure.
• Knowledge of property management systems required; Opera and Delphi knowledge preferred.
• Strong business and work ethic.
• Hospitality degree or related qualification preferred.
• Fluent communication and ability to supervise overnight shifts.

Responsibilities

• Manages Front Desk staff including training and scheduling.
• Coordinates arrivals, departures and billing with Sales and Catering.
• Ensures proper handling of Special Attention Guests, Return Guests and Groups.
• Handles safety, security and guest well-being in absence of senior managers.
• Resolves guest complaints with high hospitality.
• Checks in/out, assigns rooms and processes payments.
• Uses computer systems to manage check-in/out and reporting.
• Answers guest calls and directs them in absence.

Skills

Leadership

Guest service

Staff training

Education

Hospitality degree preferred

Tools

Opera PMS

Delphi PMS

Job description

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.

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 location

A modern oasis in the city's most exciting location. At the epicentre of San Francisco stands the city’s iconic hotel, where business ideas emerge, loved ones connect and life’s most important celebrations happen. When you’re not shopping at Union Square, enjoying the city’s diverse culinary scene or exploring one of the Bay Area’s top attractions, unwind in our newly renovated guest rooms, designed to represent the natural beauty of San Francisco’s fog, redwood trees and ocean. Four Seasons Hotel San Francisco overlooks Yerba Buena Gardens and is located just steps away from the City’s Financial District, Union Square shopping, the Moscone Convention Center, the Museum of Modern Art, and the Contemporary Jewish Museum, amid the city’s finest cultural and dining venues.

The Role - Overview

This key management role is responsible for all managing the day-to-day operation of the Front Desk. You will direct staff and respond to a wide variety of guest requests, adding personal touches and recommendations with each interaction.

Essential Functions

This list is not all-inclusive and should only be used as an overview of all actual responsibility.

• Manages staff in Front Desk Department. This includes training and scheduling staff. Additionally, provides oversight of other Rooms Departments, such as: Guest Services, Concierge, Communications (PBX), etc.
• 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.
• Assures that all financial and credit procedures are followed. Follows up on credit problems with Front Desk 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.
• 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.
• 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.
• 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.
• 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.

Qualifications & Experience

• Viable candidates must have a minimum of two years’ experience in hotel rooms operations, with at least one year in a supervisory/management role.
• Knowledge of property management systems required. Opera and Delphi knowledge preferred.
• Strong business and work ethic required.
• Candidates with a degree in hospitality, or similar, are preferred.
• Ability to quickly and positively establish rapport is required.
• Above average communication skills - both written and oral - are required.
• Current Four Seasons employees, bilingual candidates and those with prior experience in a luxury hotel/environment will receive priority consideration.
• Two or more Overnight shifts required.

What To Expect

• Salary Range: $80K to $84K
• Market-leading benefits (Medical, Dental, Vision)
• 401(k) Retirement Plan
• Complimentary Accommodation at other Four Seasons Hotels and Resorts
• Complimentary Employee Meals
• Be yourself and become a member of a work family that cares about you and invests in your development
• Master your craft here and abroad! Seasonal "Task Force" opportunities are available
• Employee engagement at all levels, where your thoughts and ideas are not only heard but actioned
• Paid holidays, vacation, and sick days
• Culinary, retail and wellness experiences at special rates
• ... and so much more!

To learn more about Four Seasons Hotel San Francisco: http://www.fourseasons.com/sanfrancisco/.

If you are a qualified individual with a disability or disabled veteran and need a reasonable accommodation to use or access our online system, please contact the Human Resources Department at 415-633-3465.

Four Seasons is an Equal Opportunity, Aff... Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf

Four Seasons is an Equal Opportunity, Aff... To access the 'EEOC is The Law' Information poster please visit this website - https://www.eeoc.gov/know-your-rights-workplace-discrimination-illegal