Front Office Manager
About the role:
Manages the staff at the Front Desk.
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.
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.
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 well being of hotel guests and employees when senior managers are not available.
Responds swiftly and effectively in any hotel emergency or safety situation.
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.
Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
Works harmoniously and professionally with co-workers and supervisors.
Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Door Staff, Valet Parking.
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.
What you bring:
Five years senior leadership experience in Front Desk management in hotel industry
Hospitality Management Degree qualification is preferred, however, not essential with relevant experience
Solid and clear communication skills to effectively engage with a diverse range of internal and external customers
High proficiency in spoken and written English and Mandarin
Expected to be a culture carrier, has strong communication, problem solving, planning, organizing and influencing skills
What we offer:
Competitive Salary, wages, and a comprehensive benefits package
Excellent Training and Development opportunities
Complimentary Accommodation at other Four Seasons Hotels and Resort
Complimentary Dry Cleaning for Employee Uniforms
Complimentary Employee Meals
Employee service awards
Annual employee party/ social and sporting events
An opportunity to build a life-long career with global potential and a real sense of pride in work well done
Schedule & Hours:
This is a full time position
shifts may vary and are arranged upon operation needs
Kindly noted that this is a locally hired position and the relocation benefits will not be provided by the hotel.
Work authorization in China is a must.
