Front Office Manager

Four Seasons Hotels and Resorts•Valley, AL

2d•$90,000 - $97,000•Onsite

About The Position

Four Seasons Hotel Silicon Valley is currently looking for a Front Office Manager. This role is essential for managing the Front Office, Guest Services, and Core Agent teams. The Front Office Manager will be responsible for conducting interviews, departmental trainings, and providing hands-on support. They will direct the activities of Assistant Front Office Managers and the Night Manager to ensure effective communication and problem resolution for guest requests and special requirements. The position involves conducting performance evaluations, disciplining staff when necessary, and resolving guest complaints with a high level of hospitality and professionalism. This role also coordinates arrivals, departures, and billing, blocks rooms, and ensures discrepancies are resolved. The manager will review daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups. Key operational duties include checking guests in and out efficiently and friendly, ensuring correct room assignments and rates, arranging luggage delivery, issuing keys, and processing check-outs accurately. The role also requires adherence to all financial and credit procedures, monitoring staff schedules and performance in other departments, and taking charge of guest and employee safety, security, satisfaction, and well-being in the absence of senior managers. The Front Office Manager must respond swiftly and effectively in any hotel emergency or safety situation and be available to work weekends, nights, and holidays.

Requirements

3-4 years of luxury hotel experience in a management role of Front Office
Must be flexible with schedule – Able to work weekdays, weekends, holidays, and evenings
Requires reading, writing and oral proficiency in the English language
Must provide work authorization document - proof of eligibility to work in the United States of America

Responsibilities

Manages the staffs at the Front Office, Guest Services and Core Agent - conducts interviews, departmental trainings, and provide hands on support.
Directs all activities of the Assistant Front Office Managers and the Night Manager to ensure communications and follow-up on any problems, guest requests or special requirements.
Conducts performance evaluations and disciplines staff when needed
Resolves and follows up guest complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
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.
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
Assure that all financial and credit procedures are followed. Follow up on credit problems with Financial Manager
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
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.
Ability to work, weekend, nights and holidays