Front Office Manager Job at Four Seasons (Beau Champ)

Job Description

To manage the front desk, concierge and guest service staff, ensuring a positive and safe work environment. Oversee the arrival and departure process for all guests. Ensure all guests receive the highest level of service and handle all inquiries in an efficient, courteous, and professional manner to achieve maximum satisfaction while complying with all Four Seasons' policies.

Job Responsibility

Manage the front desk, concierge and guest service staff, ensuring a positive and safe work environment
Oversee the arrival and departure process for all guests
Ensure all guests receive the highest level of service and handle all inquiries in an efficient, courteous, and professional manner to achieve maximum satisfaction while complying with all Four Seasons' policies
Builds a motivated and skilled team, leads by example and instils a culture of continuous learning and improvement among employees
Actively plans and manages the career development of every employee through effective coaching, training and by instilling company values
Organizes and manages the department in accordance with company philosophy and policies, maximizing efficiency and productivity and achieving established goals
Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers
Demonstrates standards awareness, by setting examples for standards execution, standards testing and implementing action plans
Prepares annual plans and forecasts, consistently monitors and manages budgetary goals
Maintains an organized administration of departmental and personnel records, including rostering and leave planning
Ensures employees adhere to the code of conduct and grooming & hygiene standards
Complies with Four Seasons' Category One and Category Two Work Rules and Standards of Conduct
Conducts daily briefing and monthly departmental meeting
Provides regular and fair performance feedback to employees
Is seen as a hands-on leader, assists employees in crunch times
Maintains a clean and orderly work area and ensures tools & equipment are well maintained and in sufficient supply
Promotes and ensures a safe working environment
Performs any other cognate duties as and when required
Handle all guest interaction with the highest level of hospitality and professionalism
Handle check ins and check outs for arriving and departing guests
Handle a multi-phone line system, answering calls in a professional manner
Manage reception and GSA staff
including standards testing, training, and scheduling
Monitor and control labor and expenses
Ensure the highest level of service to all guests and resolve all glitches
Ensure maintenance work orders are complete
Provide rates and quotes based on room type for current and future dates
Inspect and ensure proper maintenance of Lobby is clean and in good repair
Provide directions and locations of local attractions and restaurants to guests
Ensure standards test are completed daily and trainings are completed according to deadlines
Attend all required meetings
Works closely with revenue department to monitor room inventory and upsell
Ensures that departmental KPIs are met (Profile completeness, Upsell, arrival experience, GES)
Ability to participate in the preparation of a comprehensive annual Rooms Budget
Manage the Upsell or any other incentive programs efficiently and effectively

Requirements

College degree preferably specializing in hotel/restaurant management or equivalent experience is required
Two years employment in a related position with Four Seasons or another organization
Proven leadership and supervisory experience
Working knowledge of the Front Desk and Concierge aspect of Four Seasons services, policies and operations
Be computer literate and fully conversant with Rooms Division's computer systems
Requires reading, writing and oral proficiency in the English language
International Experience in the Luxury Hospitality Industry
Multilingual (preferably in Mandarin or Russian)

Nice to have

International Experience in the Luxury Hospitality Industry
Multilingual (preferably in Mandarin or Russian)

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