Overnight Concierge Supervisor

Four Seasons Hotel; San Francisco (CA); On-site; Full time

Job summary

A leading luxury hospitality brand, Four Seasons Hotel, seeks a Residential Overnight Concierge Supervisor to ensure an exceptional resident experience. Responsibilities include supervising staff, handling resident requests, and maintaining service standards during the overnight shift. Join a team dedicated to providing high-quality, personalized service in an elegant environment.

Benefits

Medical, dental, & vision

401K Retirement plan with matching

Complimentary accommodations at Four Seasons Hotels & Resorts worldwide

Qualifications

• Two to three years of concierge experience in a luxury environment.
• Excellent communication skills, fluent in English.
• Ability to use a variety of software programs.

Responsibilities

• Supervise and monitor overnight activities of employees.
• Handle resident interactions with high hospitality standard.
• Respond to emergencies and maintain building security.

Skills

Communication

Problem-Solving

Customer Service

Teamwork

Education

Post-secondary education

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:

We invite you to start your career at the Four Seasons Private Residences at 706 Mission Street. Four Seasons is powered by the people, and we are looking for your passion to curate a luxury lifestyle for our residents. Our guiding principle on how we treat each other is the Golden Rule. We are searching for individuals with the right skills, the right attitude, a passion to provide intuitive service, and those who thrive in a team player environment.

We offer excellent benefits including:

· Position rate is $38.00 +$1 Overnight Differential

· Medical, dental, & vision

· 401K Retirement plan with matching

· New Parental Leave

· Paid holidays, vacation, and sick pay

· Complimentary accommodations at Four Seasons Hotels & Resorts worldwide

Situated directly across from Yerba Buena Arts Center and Gardens and the SF MOMA, we are the newest and most exclusive private residences in San Francisco. We offer a Club Level which combines meticulously crafted, art filled amenity spaces with curated programs-exclusively offered to residents and their guests. This space encompasses a bar lounge, a private dining room, outdoor entertainment terrace overlooking Jessie Square, a library, a game room, a golf simulator, and a fitness studio. As the world’s premier luxury hospitality brand, Four Seasons is known for offering experiences of exceptional quality and creating enduring value-supported with a deeply instilled ethic of personal service.

Responsibilities

Operating from the Residential Lobby, the Residential Overnight Concierge Supervisor responds to a wide variety of homeowner requests by accurately assessing the resident’s needs and inquiries, offering personal recommendations and personalized touches to achieve maximum resident satisfaction while complying with all Four Seasons’ policies.

Tasks

• Supervise and monitor activities of all employees in the Residences making sure they adhere to the standards of excellence and to the guidelines set, Residences policies and procedures, coaching, training and correcting where needed.

• Maintain a professional and high-quality service oriented environment at all times.

• Act as the Supervisor on duty for the Residences overnight shift dealing with complaints, problem-solving, disturbances, special requests and any other issues that may arise.

• Supervise the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Concierge activities with other departments.

• Inform all Overnight staff of nightly activities and pending activities, events, arrival and departures of the residents during the overnight shift.

• Handle any emergencies or incidents that arise during the night shift.

• Maintain accurate records of all incidents and communicate any issues to the appropriate parties.

• Monitor Concierge inventory and restock supplies as needed.

• Receive a handover from the Bartender at the end of the Bar shift to see if there’s anything pending.

• Post any cleaning fee and/or A La Carte charges to Micros and inform Finance Department about the charges.

• Complete the nightly Overnight Report and send it to all Managers before the end of the shift.

• Handles all resident interactions with the highest level of hospitality and professionalism – accommodating special requests whenever possible; resolves resident complaints; assists residents in all inquiries in connection with residences, hours of operations, key residence, in-house events, directions, etc. Responds to all resident requests in an accurate and timely manner making recommendations based on local knowledge and residence practices.

• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner; stores and retrieves resident packages, groceries, luggage, dry cleaning and flowers. Assists retrieval of resident’s vehicles if requested.

• Supervises and provides access to the building and units with all vendor/contractor/homeowners’ service providers and visitors, after previous authorization received, assists with vendor/contractor scheduling, verifies identity and provides appropriate residence access for vendor/contractors and homeowners’ service providers. Controls entry doors and elevator/lift access.

• Maintains security and restricts access to non-authorized individuals during overnight hours.

• Ensures that collateral and information for vendors, restaurants, museums, attractions, maps, and other local attractions are updated and current. Is knowledgeable about what activities are available in the local vicinity (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close relationships with vendors in these areas in order to provide information, transportation, ticketing, and reservations for residents.

• Updates homeowner profiles with any relevant information.

• Updates preferred vendors by reaching out to each of them to see if they’re still in business and check if their COIs are still valid.

• Monitors the fire alarm panel; responds to any emergency situations, such as providing access to emergency personnel - fire department, ambulance, etc.

• Coordinates the booking of the elevators/lifts for move-in or move-out.

• Complies with all Four Seasons’ guidelines, policies and procedures.

• Works harmoniously and professionally with co-workers, supervisors and managers.

Additional Responsibilities

• Assists Security Department with responsibilities and duties in their absence or due to heavy volume periods.

• Works closely with every staff during the overnight shift to ensure the general security of the building.

• Ensures that the Residential Lobby is in optimal condition of cleanliness and tidiness at all times by working closely with third party overnight cleaning company.

• Performs other tasks or projects as assigned by the Assistant Director of Residences or other Managers.

Skills and Competencies

• At least two years of post-secondary education is preferred

• One to three years of concierge experience in a luxury environment

• Previous Four Seasons concierge experience is preferred

• Excellent communication skills

• Fluent in English, written and verbal; an additional language an asset

• Ability to use variety of software programs

Visa Requirements: Must already be legally permitted to work in the United States. Applicants without valid work authorization for the United States will not be considered.

What to Expect - You Will...

• Be a champion of the Golden Rule: Do unto others as you would have them do unto you

• Be part of a cohesive team with opportunities to learn, grow and develop

• Have access to a robust benefit plan

• Have the opportunity to engage in diverse and challenging work

• Derive a sense of pride in work well done

• Be recognized for excellence

• Complimentary accommodation at other Four Seasons Hotels and Resorts

To apply, please complete the questionnaire and attach your Resume/CV. 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 our People + Culture Office at 415-633-3465.

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website: EEOC is The Law.

We look forward to receiving your application!

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf