Rooms Division Assistant Manager (Temporary, Full-Time)

Four Seasons Hotels and Resorts•Orlando, FL

3d•Onsite

About The Position

This is a temporary full-time position intended to cover a 12-month period with potential extension or permanent placement based on business need. The role will most likely cover Housekeeping Assistant Manager for the first 6 months, then Front Desk Assistant Manager for the remaining 6 months. The estimated timeframe of this contract is September 2026 to September 2027.

Requirements

1-2 years combined Housekeeping and Front Desk experience as a manager or supervisor
Experience working with third party staffing company
Working knowledge in Opera, REX, HotSOS
Fluency in Spanish
Prior experience in dealing with guests in difficult situations.
Able to maintain the highest level of service in high-pressure situations
Excellent communicator, coach and motivator
Understanding of Health and Safety regulations
Computer literate
Good understanding of staff welfare
Have crisis management training
Confidence to demonstrate the passion to provide excellent service to our guests
A sincere willingness to provide service to residents, guests, and peers.
Good organizational skills, with the ability to work independently.
Ability to function well under pressure, set priorities and adjust to changing conditions.
High work ethic, with a sense of responsibility for the role filled within our team.

Responsibilities

Conduct and participate in daily briefings with staff & managers
Inspect guest rooms and public areas to ensure the highest standards of cleanliness and safety are being followed
Resolve glitches and take proper steps to enhance the guest experience
Coach and train staff
Build professional relationships not only within the department, but Resort-wide
Take initiative, feel empowered and be inquisitive to learn and take on projects
Be responsible for the timely completion and posting of all schedules. Monitor staffing to insure maximum service, quality, efficiency, and productivity.
To oversee the cleanliness and maintenance of guest rooms, public and back of house areas, in accordance with procedures set forth by Four Seasons Hotels.
In the absence of the Director of Housekeeping, to be responsible for the smooth running and operation of the Housekeeping Department and all related areas.
Become familiar with the Laundry/Valet Department and be able to monitor standards pertaining to guest service, operational efficiency, safety, production, quality, and personnel. Through the Laundry/Valet Manager, be responsible for the operation of both areas in the absence of the Assistant Director of Housekeeping.
Participate in the monitoring of cost management as it pertains to inventories, use of supplies, labor and energy.
To maintain good communications with other departments.
Effectively leading and managing the Front Office teams to ensure we comply with all standards and operating procedures
Provide upscale guest service experiences to guests throughout their stay
Ensure guests are properly greeted upon their arrival
Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
Oversee check-in and check-out procedures, including reservations and financial transactions
Promptly address guests’ requests, actively listen to and resolve complaints
Ensure special guests (e.g. VIPs) receive personalized services
Proactively manage and engage 3rd party vendors included but not limited to: Transportation, Valet parking and car rental companies, Disney and all other partners.
Inform guests of resort’s services (e.g. dining options, Spa and activities) and promote all hotel amenities, conveniences and programs offered
Establish friendly relationships with regular hotel guests, members and residents
Collaborate with Director of Residences to deliver first in class experiences and services to residents
Assumes position of duty manager ensuring the highest possible standards of guest service, presentation, technical operation and safety in all operation areas within the Front Office.
Monitor standards of service and response to our overall product, through observations and Medallia guest comments, and recommends short- and long-term changes through regular feedback, daily reports and proposals.
Communicate effectively with all Managers and front-line team members on procedures, policies and general activities.
Ensures appropriate feedback to all – RVP/GM, Resort Manager, People and Culture, Marketing, etc. to enable a quick response to guests and employee related issues.
Demonstrate strong rooms upsells approach by fulfilling resort’s yearly goals, motivating the Front Office team and keeping issue “top of mind” year round.
Coach and support all Managers to take ownership and complete responsibility for managing their time and development within each specific area.
Lead by example and demonstrate the perfect role model for all guest-facing team members.
Adopt an enthusiastic, assertive and passionate approach to guest service and demonstrates our Seasons values at every opportunity.
Support the communication of new initiatives and strategies to ensure effective implementation.
Actively encourage and support new and innovative ideas from all team members on how to improve the business processes and guest service.
Demonstrate an ability to bring the best out of all team members in all situations and rewards positive innovative / improvisational thinking and praises accordingly.
Manage the staff by training, scheduling and conducting performance evaluations and disciplines staff when needed.
Coordinate arrivals, departures and billing requirements with Sales and Catering Department. Block rooms for arrivals and ensures any discrepancies are resolved. Review daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
Assure that all financial and credit procedures are followed
Resolve guest complaints from all areas of the resort, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
Respond to all guest requests in an accurate and timely manner. Interaction with guests will be in person and by phone.
Utilize a variety of computer systems within all Front Office departments.
Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
Provide basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
Work closely with Bell Staff and Butlers to ensure smooth handling of guest luggage, deliveries and special requests.
Responsible for all VIP guests, by ensuring the guest experience is flawless from pre-arrival, throughout stay and after departure.