Night Manager - One Dalton Street, Boston

Four Seasons Hotels and Resorts•Boston, MA

4d•Onsite

About The Position

About Four Seasons: 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: Located in the heart of the Back Bay, Four Seasons Hotel One Dalton Street, Boston’s glass skyscraper soars above the city as the third tallest building in Boston. The Hotel’s 215 spacious guest rooms and suites feature floor-to-ceiling windows with views across the city. Other amenities include The Wellness Floor, a five-star urban spa destination; chic restaurants including brunch hotspot One+One; Trifecta, the stunning restaurant and cocktail lounge featuring Boston’s best cocktails and delicious New England fare; and more than 10,000 square feet of dedicated meeting and event space. One Dalton is also home to 160 beautifully designed private residences that boasts unobstructed views of the city, Charles River, Boston Harbor and out to the Berkshire Mountains and shores of Cape Cod. The Opportunity: Four Seasons Hotel One Dalton Street, Boston is currently looking for a Night Manager! Basic Purpose: Supervises the staff of the entire hotel during the overnight shift. Works closely with the staff from all departments to assure that standards are being met. Is the direct supervisor of the Front Desk during the overnight shift 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

College degree preferred.
2-3 Years luxury hotel experience in an operational supervisory role.
Experience with computers and knowledge of key front office PMS is a must.
Ability to read, write and English.
Visa sponsorship is not available. Must already be legally permitted to work in the United States. Applicants without valid work authorization for the United States will not be considered.

Responsibilities

Manages the activities at the Front Desk during the overnight shift.
Directs staff.
Ensures communications and follow-up with day shift on any problems, guest requests or special requirements.
Frequently tours the hotel and monitors the activities of all other departments.
Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met.
Personally handles all guest relocations according to established guidelines.
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.
Reviews late arrivals, next day early arrivals and departures to plan for the next day’s activities.
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.
Assures that all financial and credit procedures are followed.
When taking a shift at the desk, follows up on credit problems.
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 without requiring special direction.
Responds swiftly and effectively in any hotel emergency or safety situation.
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, run night audit reports, and select and block rooms for arriving guests.
Checks Staff facilities such as Locker Rooms and Staff Dining Room to assure that they are operating at Four Seasons standards.
Communicate to HR when they are not.
Acts as a liaison for overnight shift with HR.
Assists with responsibilities and duties as required throughout the hotel.
Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests.
Works closely with Security Staff to handle any guest emergency or safety concerns.

Benefits

Salary: $86,993.80
Ability to experience our hotels as a guest through the complimentary room program
FREE Medical, Dental and Vision Insurance after 30 days
401(k) Retirement Matching Plan
Highly competitive salaries and incentives
Educational assistance programs, as well as in-house training workshop for all employees.
Complimentary Life insurance
Vacation & Paid Sick Time Off
Complimentary Employee Meals
And much more!