Assistant Front Office Manager

Four Seasons Hotels and Resorts•San Francisco, CA

6d•$80,000 - $84,000•Onsite

About The Position

Four Seasons Hotel San Francisco is actively searching for an experienced and energetic manager to become Assistant Front Office Manager of Four Seasons Hotel San Francisco, supporting Front Office. This position may also provide occasional overnight relief. This key management role is responsible for all managing the day-to-day operation of the Front Desk. You will direct staff and respond to a wide variety of guest requests, adding personal touches and recommendations with each interaction.

Requirements

Minimum of two years’ experience in hotel rooms operations
At least one year in a supervisory/management role
Knowledge of property management systems required
Ability to quickly and positively establish rapport is required
Above average communication skills - both written and oral - are required
Two or more Overnight shifts required

Nice To Haves

Opera and Delphi knowledge preferred
Candidates with a degree in hospitality, or similar, are preferred
Current Four Seasons employees, bilingual candidates and those with prior experience in a luxury hotel/environment will receive priority consideration.

Responsibilities

Manages staff in Front Desk Department. This includes training and scheduling staff. Additionally, provides oversight of other Rooms Departments, such as: Guest Services, Concierge, Communications (PBX), etc.
Coordinates arrivals, departures and billing requirements with Sales and Catering Department. 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. Follows up on credit problems with Front Desk Manager and/or Credit Manager. 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.
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.
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.
Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator.