Front Office Supervisor Job at Four Seasons (Hangzhou)

Job Description

Supervises a given shift at the Front Desk. Directs staff that performs the following duties and will also perform these duties on own: welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. 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.

Job Responsibility

Checks in guest 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
Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, and exchanges foreign currency. Reconcilies all transactions at the close of each shift
Assure that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current
Knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests
Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
resolves customer complaints
assist 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 making recommendations based on local knowledge and hotel practices
Utilizes a variety of computer systems to check guests in and out, run daily reports and select, block rooms for arriving guests, accurately input special arrangements the guest has made and to assure proper billing
Stores and retrieves guest luggage and packages
Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner
Works harmoniously and professionally with co-workers and supervisors
Accepts reservations, changes and cancellations in the absence of Reservations Department Staff
Can answer guest calls and direct them appropriately in the absence of a Communications Operator
Greets guests and escorts them to their rooms. Delivers luggage to room upon check-in and picks up luggage from room upon departure, moving the luggage to storage or the Front Drive. Maintains proper records of deliveries and pick-ups.

Requirements

Minimum 3 years’ experience in related position with Four Seasons or other organization
Excellent interpersonal skills and communication skills
Cross cultural sensitivity, and customer service orientation
Guest centricity and understanding the importance of guest preferences
Mandarin speaking is required.

What we offer

Competitive Salary, wages and benefits
Excellent Training and Development opportunities
Complimentary Accommodation at other Four Seasons Hotels and Resort
Complimentary Dry Cleaning for Employee Uniforms
Complimentary Employee Meals
Employee activities

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Front Office Supervisor

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