Front Office Manager

Four Seasons • San Francisco, CA

1d • Onsite

About The Position

As the direct head of the hotel services operations, you are well adept in the meaning of luxury hospitality. The delivery of a comfortable, worry-free experience comes naturally to you and you are able to nurture those around you to produce the same excellence. The values of recognition, organization, congeniality, and professionalism are some of your top priorities.

Requirements

• College education in Hospitality Business Management or equivalent experience preferred
• Two to four years of employment in a related position with Four Seasons or other organizations
• Verbal and written command of the English language (multi-lingual preferred)
• Experience with reservations systems; Opera preferred.
• Excellent emotional intelligence and interpersonal skills
• US work authorization is required unless the candidate is currently in a managerial position at a Four Seasons location.
• Current Four Seasons managers may qualify for L-1 visa sponsorship.

Responsibilities

• Directs all staff at the Front Office including Front Desk, Communications, Concierge, and Guest Services to ensure operational flow, communication, and follow-up on any problems, guest requests or special requirements.
• Conducts scheduled Performance Evaluations and provides real-time feedback both positive and constructive to staff when needed. Includes disciplinary action when necessary.
• Reviews and monitors scheduling of staff in departments of responsibility.
• Attends regular labor meetings for review of labor efficiency and efficacy.
• Provides daily operational direction and support to ensure quality service for all guests and staff.
• 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. When taking a shift at the desk, follows up on credit problems.
• 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 wellbeing of hotel guests and employees when senior managers are not available.
• Responds swiftly and effectively in any hotel emergency or safety situation.
• Strategically directs and manages various hotel projects.
• Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.

Benefits

• Market-leading pay and benefits (Medical, Dental, Vision and Retirement Savings Plan)
• 401(k) Retirement Plan
• Complimentary Accommodation at other Four Seasons Hotels and Resorts
• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary Employee Meals
• Seasonal “Task Force” opportunities are available
• Employee engagement at all levels, where your thoughts and ideas are not only heard but actioned
• Paid holidays, vacation, and sick days
• Culinary, retail and wellness experiences at special rates

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree