Hotel Assistant Manager

Four Seasons Hotels and Resorts•Miami, FL

1d•Onsite

About The Position

The Hotel Assistant Manager at Four Seasons Hotel Miami is responsible for overseeing the staff at the Front Desk, Guest Services, and Concierge (in the absence of the Concierge). This includes interviewing, training, scheduling, conducting performance evaluations, and disciplining staff. The role involves coordinating arrivals, departures, and billing with the Sales and Catering Department, blocking rooms, and resolving discrepancies. The Assistant Manager reviews daily arrivals for special attention guests, return guests, and groups, and ensures all financial and credit procedures are followed, including reviewing paid-outs, rebates, petty cash, and direct billings, and reconciling cashiers' work. A critical aspect of the role is taking action on safety, security, satisfaction, and well-being of guests and employees when senior managers are unavailable, and responding to hotel emergencies. The Assistant Manager resolves customer complaints, handles guest interactions with professionalism, accommodates special requests, and assists with inquiries about hotel services, events, and directions. They are also responsible for efficient and friendly guest check-ins and check-outs, ensuring correct room assignments and rates, arranging luggage delivery, issuing keys, and accurately settling bills. The role requires utilizing various computer systems for operations and complying with Four Seasons' Work Rules and Standards of Conduct. Additionally, the Assistant Manager may accept reservations, changes, and cancellations, and direct guest calls in the absence of relevant department staff.

Requirements

US work authorization is required.
Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.

Nice To Haves

Excellent written and verbal grammar and composition skills.
Preferred experience in a luxury hotel in Front Office and/or Concierge responsibilities.
Knowledge of the city, activities, and restaurants.
Willing to experience various restaurants and/or activities in the city to gain more knowledge of venues.
Works harmoniously and professionally with co-workers and supervisors.
Ability to multi-task in a high-volume environment, utilizing a variety of computer systems to check in and out, run daily reports, select/assign rooms arriving guests, and restaurant/activity/spa reservation systems.

Responsibilities

Manages the staff at the Front Desk, Guest Services, and Concierge (in absence of Concierge).
Interviews, trains and schedules the staff.
Conducts Performance Evaluations and disciplines staff when needed.
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 Office 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.
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.
Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
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.