Front Office Manager

Four Seasons•Fort Lauderdale, FL

8d•Onsite

About The Position

The Front Office Manager directs the activities of the Front Office, Guest Services, Guest Relations and Concierge Departments to create a welcoming experience. This role involves directing and controlling the activities of the Front Office, Telephone, and Concierge Departments to ensure adherence to Four Seasons standards, policies, and procedures. The manager is responsible for ensuring the smooth operation of registration and cashiering functions, directing Assistant Managers and the Night Manager to ensure communication and follow-up on guest issues, and conducting interviews, hiring, training, and performance reviews. Additionally, the role involves reviewing daily arrivals, VIPs, special requests, and group needs, coordinating with Housekeeping, escorting VIPs, and keeping the Rooms Division Manager informed of all departmental activities. The Front Office Manager also handles guest complaints, collaborates with the Reservations Manager on room availability and selling strategies, works with the Credit Manager on credit procedures, and ensures all personnel are informed of relevant information, policies, and procedures. This position is also responsible for maximizing revenues and controlling expenses, assisting with forecasting and budgeting, and responding properly to hotel emergencies and safety situations.

Requirements

US work authorization is required.

Nice To Haves

Knowledge, Skills and Abilities The ability to direct and control the activities of the Front Office, Telephone, Concierge, Departments in order to ensure adherence to Four Seasons standards, policies and procedures.
The ability to ensure a smooth operation of registration and cashiering functions of the Front Office.
The ability to direct all activities of the Assistant Managers and Night Manager to ensure communication and follow-up on any problems, guest requests, special requirements, etc.
The ability to interview and hire new employees and ensure they are correctly trained and take corrective action as required.
The ability to discipline staff in accordance with Four Seasons policy and conduct performance reviews as scheduled.
The ability to review daily arrivals, VIPs, special request, group needs, room assignments and coordinates with Housekeeping Department the needs of guests.
The ability to escort VIP and return guests to their rooms.
The ability to keep the Rooms Division Manager informed of all activities of Front Office, Telephone, Concierge Departments.
The ability to handle guest complaints and keep management informed as necessary.
The ability to work with the Reservations Manager on room availability and selling strategy to maximize occupancy, revenue and rate.
The ability to work with the Credit Manager to ensure credit procedures are followed and any problems are resolved.
The ability to keep all personnel informed of information, policies and procedures relative to their areas and the hotel in general.
The ability to ensure maximization of revenues and control of expenses in all areas under control.
The ability to assist the Rooms Division Manager as required in forecasting and budgeting of revenues and expenses for all areas under control.
The ability to respond properly in any hotel emergency or safety situation.
The ability to perform other tasks or projects as assigned by hotel management and staff.

Responsibilities

Direct and control the activities of the Front Office, Telephone, Concierge, Departments in order to ensure adherence to Four Seasons standards, policies and procedures.
Ensure a smooth operation of registration and cashiering functions of the Front Office.
Direct all activities of the Assistant Managers and Night Manager to ensure communication and follow-up on any problems, guest requests, special requirements, etc.
Interview and hire new employees and ensure they are correctly trained and take corrective action as required.
Discipline staff in accordance with Four Seasons policy and conduct performance reviews as scheduled.
Review daily arrivals, VIPs, special request, group needs, room assignments and coordinates with Housekeeping Department the needs of guests.
Escort VIP and return guests to their rooms.
Keep the Rooms Division Manager informed of all activities of Front Office, Telephone, Concierge Departments.
Handle guest complaints and keep management informed as necessary.
Work with the Reservations Manager on room availability and selling strategy to maximize occupancy, revenue and rate.
Work with the Credit Manager to ensure credit procedures are followed and any problems are resolved.
Keep all personnel informed of information, policies and procedures relative to their areas and the hotel in general.
Ensure maximization of revenues and control of expenses in all areas under control.
Assist the Rooms Division Manager as required in forecasting and budgeting of revenues and expenses for all areas under control.
Respond properly in any hotel emergency or safety situation.
Perform other tasks or projects as assigned by hotel management and staff.