Assistant Front Office Manager

Four Seasons Hotels and Resorts•Lee's Summit, MO

21h•Onsite

About The Position

Four Seasons is powered by its people, a collective of individuals committed to continuous improvement and treating each other with respect. The global team creates exceptional experiences for guests, residents, and partners through a dedication to luxury and genuine hospitality, fostering a world-class employee experience and company culture. Four Seasons believes in creating lasting impressions by connecting with people and the world. This particular role is located in a one-of-a-kind wine country resort in Napa Valley, offering innovative cuisine, holistic spa rituals, and personalized service within a world-class vineyard. The Resort Assistant Manager (RAM) is a vital member of the Front Office Team and the entire Resort. This leadership role involves overseeing Front Office operations and supervising staff when senior managers are unavailable, working under the direction of the Front Office Manager. The RAM collaborates with staff across all departments to ensure standards are met, directly manages staff at the Front Desk and Front Drive/Guest Services, and performs their duties. A key aspect of the role is responding to diverse guest requests by accurately assessing needs, offering personal recommendations, and ensuring maximum customer satisfaction while adhering to Four Seasons' policies.

Requirements

2+ years of previous Rooms Division supervisory or management experience required.
Must be flexible with schedule - Able to work weekdays, weekends, holidays, evening/overnight shifts.
Strong communication and interpersonal skills.
Creates motivating work environment.
Ability to multi-task in a high volume and demanding environment.
Strong problem solving skills, ability to handle difficult situations and guests.
Valid Driver’s License required and clean driving record.
Valid Responsible Beverage Service (RBS) certification.
Candidates must possess valid US work authorization.

Nice To Haves

Experience in a luxury resort highly preferred.
Knowledge of Napa Valley and surrounding areas, highly desirable, however not required.

Responsibilities

Manages the Front Desk, Guest Relations, and Guest Service Agents.
Interviews, trains and provides real time feedback.
Conducts Performance evaluations and disciplines staff when needed.
Create and monitor schedules of staff and assist in processing payroll.
Assist in inventory and ordering of all Front Office Supplies.
Assist Residence Manager with Residential requests to ensure satisfaction.
Coordinates arrivals, departures and billing requirements with Sales and Catering Department.
Blocks rooms for arrivals and ensures and discrepancies are resolved.
Reviews daily arrivals to ensure proper handling of Special Attention Guests, VIP Guests and Groups.
Welcome and escort VIP guests.
Assures that all financial and credit procedures are followed.
Follows up on credit problems with Front Office Manager and/or Finance Manager.
Reviews all paid-outs, rebates, petty cash disbursements and direct billings.
Checks cashier’s work at the end of the shift to ensure all transactions are reconcile with proper approvals and endorsements.
Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees.
Responds swiftly and effectively in any hotel emergency or safety situation.
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 connect 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.
Interactions with guest will be in person, on the phone, via email and Chat Messenger.
Checks guests 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 guest in and out, run daily reports and select and block rooms for arriving guests.
Works harmoniously and professionally with employees, co-workers and upper management.
Accepts reservations, changes and cancellations in the absence of Reservations Department Staff.
Can answer guest and internal calls in the absence of a Communications Operator.
Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in EmPact.