Hotel Assistant Manager

Four Seasons•Miami Beach, FL

16d

About The Position

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. About the location: Oceanfront elegance within an iconic social club setting. From the moment it first opened its doors on New Year’s Eve 1930, The Surf Club has hosted history. It is here that you will find Four Seasons Hotel at The Surf Club. An icon in the Miami Beaches, located near Sunny Isles, this beachside hotel brings a new era of luxury, with celebrated dining and a world-class spa, to its Surfside shores. About the role The Hotel Assistant Manager d irects 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.
Candidates must have valid work authorization for the U.S.
Internal Four Seasons Management Employees outside of the US may qualify for an L1 Visa.

Nice To Haves

knowledge of Opera preferred/is a plus.

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.