Hybrid Front Desk Agent and Overnight Supervisor

Four Seasons Hotels and Resorts•Houston, TX

11d

About The Position

Responsible for managing Front Desk activities during the overnight shift for two to three shifts per week and working as a Front Desk Agent during the other shifts. Ensures communication and follow-up with the day shift regarding problems, guest requests, or special requirements. Supervises the hotel overnight and is familiar with Front Office, Reservations, Housekeeping, Concierge, Valet Parking, and Telephone policies and procedures. Responds to guest requests by assessing needs and providing recommendations and personal touches to maximize satisfaction while complying with Four Seasons policies.

Requirements

Excellent reading, writing, and oral proficiency in English.

Nice To Haves

One to two years of previous Front Desk Supervisor experience preferred.

Responsibilities

Create a daily operations report with relevant information about activity at the Resort.
Tour the hotel frequently and monitor other departments to ensure standards are met, staff are supported, and guest needs are addressed.
Handle guest relocations according to established guidelines.
Resolve guest complaints and handle interactions with hospitality and professionalism; accommodate special requests when possible and assist with inquiries about hotel services, operating hours, personnel, events, and directions.
Respond accurately and promptly to guest requests, both in person and by phone.
Review late arrivals and next-day early arrivals and departures to plan activities; coordinate arrivals, departures, and billing requirements.
Block rooms for arrivals, resolve discrepancies, and review arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
Ensure financial and credit procedures are followed, follow up on credit problems while working at the desk, and review paid-outs, rebates, petty cash disbursements, and direct billings.
Check cashiers’ work at the end of the shift to ensure transactions are reconciled with proper approvals and endorsements.
Act on matters related to the safety, security, satisfaction, and well-being of guests and employees; respond swiftly and effectively to emergencies and safety situations.
Check guests in and out efficiently and in a friendly manner, use guest names when possible, ensure requested room type and correct rate, arrange luggage delivery, and issue keys.
Confirm guest satisfaction at checkout, collect keys, post late charges, present bills, and settle accounts accurately by credit card or cash.