Front Office Manager

Four Seasons; San Francisco (CA); On-site; USD 75,000 - 110,000; Full time

Job summary

Four Seasons Hotel San Francisco is seeking a Front Office Manager to lead the hotel services operations and ensure a seamless, luxury guest experience. You will oversee Front Desk, Communications, Concierge and Guest Services, fostering a culture of first-class service and professional excellence.

As the direct head of hotel services, you will mentor staff, manage scheduling, resolve guest issues, and coordinate arrivals, departures, and billing with meticulous attention to detail.

Qualifications

• Experience in luxury hotel front desk operations preferred.
• Strong leadership and customer service skills.

Responsibilities

• Directs all Front Office staff to ensure smooth operation and guest satisfaction.
• Conducts performance evaluations and provides feedback to staff.
• Monitors staff scheduling and labor efficiency.
• Oversees guest inquiries, special requests and hotel services with professionalism.

Education

College education in Hospitality Business Management or equivalent experience

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.

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

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.

We pride ourselves on the service we deliver and that all begins with the dedication of our employees who embrace the meaning behind the Golden Rule. Guests are pampered with a customized approach, ensuring that each experience is unique and unforgettable. Our goal is to attract only the most positive and passionate talent, those who are able to provide intuitive service, with a warm and friendly smile. We encourage our team to strive for personal and professional greatness and are always empowered to do what is right.

The Opportunity:

Front Office Manager

Who We Look For:

As the direct head of the hotel services operations, you are well adept in the meaning of luxury hospitality. The delivery of a comfortable, worry-free experience comes naturally to you and you are able to nurture those around you to produce the same excellence. The values of recognition, organization, congeniality, and professionalism are some of your top priorities.

Responsibilities:

• Directs all staff at the Front Office including Front Desk, Communications, Concierge, and Guest Services to ensure operational flow, communication, and follow-up on any problems, guest requests or special requirements.
• Conducts scheduled Performance Evaluations and provides real-time feedback both positive and constructive to staff when needed. Includes disciplinary action when necessary.
• Reviews and monitors scheduling of staff in departments of responsibility. Attends regular labor meetings for review of labor efficiency and efficacy.
• Provides daily operational direction and support to ensure quality service for all guests and staff.
• 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.
• Assures that all financial and credit procedures are followed. When taking a shift at the desk, follows up on credit problems. 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 wellbeing of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation.
• Strategically directs and manages various hotel projects.
• Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.

Preferred Qualifications and Skills:

• College education in Hospitality Business Management or equivalent experience preferred
• Two to four year