Assistant Front Desk Manager

Four Seasons Hotels and Resorts•Beverly Hills, CA

22d•$78,000 - $83,000•Onsite

About The Position

Four Seasons is seeking an Assistant Front Desk Manager for the Beverly Wilshire, Beverly Hills, A Four Seasons Hotel. This role oversees and directs the activities of various Rooms departments, with a primary focus on the Front Desk. The Assistant Front Desk Manager will also oversee Housekeeping, Concierge, Bell Staff, Driveway, and CORE in the absence of their respective managers. Additionally, this position provides overnight coverage and supervision for assigned departments during the overnight shift. The Assistant Front Desk Manager acts as the manager on duty when senior managers are unavailable and manages shifts within the Rooms Departments as needed. This role involves responding to guest requests by assessing needs, providing personalized recommendations, and ensuring exceptional service in line with Four Seasons standards. The position is responsible for all related assignments within the Rooms division and requires work authorization for the location.

Requirements

Work authorization for the location is required.

Nice To Haves

Oversees, directs and controls the activities of the various Rooms departments, with a focus on Front Desk, will also oversee the operation of Housekeeping, Concierge, Bell Staff, Driveway and CORE, in the absence of a manager.
Provides overnight coverage and supervision of all departments assigned on the overnight shift.
Acts as the manager on duty in the hotel when senior managers are not available.
Manages shifts in the Rooms Departments as required.
Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.
Ensures guests are provided with an exemplary level of service in keeping with the Four Seasons standards.
Responsible for any related assignments to the Rooms division.

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.