Assistant Front Desk Manager

Four Seasons • Beverly Hills, CA

20d • Onsite

About The Position

Beverly Wilshire, Beverly Hills, A Four Seasons Hotel is looking for an Assistant Front Desk Manager. This role oversees, directs, and controls the activities of various Rooms departments, with a focus on Front Desk. The Assistant Front Desk Manager will also oversee the operation of Housekeeping, Concierge, Bell Staff, Driveway, and CORE in the absence of a manager. Additionally, the overnight coverage ensures supervision of all departments assigned on the overnight shift. The Assistant Front Desk Manager will act as the manager on duty in the hotel when senior managers are not available and will manage shifts in the Rooms Departments as required. This role responds to a wide variety of guest requests by accurately assessing guest needs and requests, then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. The goal is to ensure guests are provided with an exemplary level of service in keeping with the Four Seasons standards. This position is responsible for any related assignments to the Rooms division. Work authorization for the location is required.

Requirements

• Work authorization for the location is required.

Responsibilities

• Manages the staff at the Front Desk, Bell Desk, Driveway, Housekeeping and Concierge and ensures oversight of the CORE team in the absence of the department manager as assigned.
• Directs all activities of the employees and 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 under their responsibility.
• Frequently tours the hotel to ensure maintenance and upkeep.
• Monitors employee 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.
• Ensure daily follow up on credit problems.
• Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings.
• Ensure posting and collection of garage revenues.
• 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.
• Ensure proper management and tracking of all guest packages through Key.
• Settles bill accurately through credit card or cash transaction.
• Reviews late arrivals, next day early arrivals and departures to plan for the next day’s activities.
• Plans ahead in the event of overselling the hotel, to ensure walk guests are identified and local hotels are secured for relocation.
• Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests, monitor valet parking, parking revenue and manage guest requests.

Benefits

• access to a robust benefit plan
• opportunity to engage in diverse and challenging work
• sense of pride in work well done
• recognized for excellence

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed