Hotel Assistant Manager

Four Seasons Hotels Ltd.•Miami Beach, FL

66d

About The Position

The Hotel Assistant Manager directs and controls the activities of the Front Desk team. Acts as the manager on duty in the hotel when senior managers are not available. Will manage shifts at the Front Desk. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons' policies.

Requirements

At least 1 year of Supervisory or Assistant Management experience in a luxury hotel or resort.
Proven leadership and management skills.
Excellent personal presentation and interpersonal skills.
Extensive knowledge of front office and housekeeping operations.
Strong time management skills: ability to multi-task, set priorities, and adjust to changing conditions. Willing to work in a fast-paced environment.
Ability to operate all computer equipment necessary to perform the job; knowledge of Opera preferred/is a plus.
Excellent communication and interpersonal skills; ability to work closely with other departments and communicate clearly and effectively with colleagues and guests. Ability to effectively handle stressful situations and guest complaints.

Responsibilities

Manages the staff at the Front Desk. Directs all activities of the Hotel Assistant Managers and the Night Manager to ensure communications and follow-up on any problems, guest requests or special requirements.
Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed.
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.
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.