Assistant Front Office Manager

For more than 60 years, diversity, inclusion and belonging (DIB) have been part of our cultural network in the Four Seasons and underline how we do business every day.

Our guests and employees come from all parts of the world so we ensure each of them are welcomed, understood and feel at home with us. Our commitment is to treat all with dignity and respect. That is why we in the Czech Republic are working to create an inclusive environment where diverse backgrounds, opinions and experiences are valued and each and every one of our employees feels that they belong and can reach their potential. Our employees are the key to our success.

We are a human brand.  We are a culture brand. We are Four Seasons.

We are world’s leading operator of luxury hotels and resorts currently managing more than 120 properties worldwide.

Four Seasons Hotel Prague is looking for a talented Assistant Front Desk Manager to join our diverse team.

About our Priorities as an Employer

• Recruiting and keeping top talent
• Enabling employee growth
• Improving the employee experience
• Establishing a feedback culture
• Nurturing respectful communication
• Fostering diversity, equity and inclusion

About You

You will be ideally a senior professional who is warm, hospitable, organized, driven with a great communication style appealing to our guests and employees.  You will be reporting to the Front Office Manager and you will be a part of the departmental leadership team who collectively make key operational decisions for the Rooms division. You will oversee the Front Desk operations and respond to a wide variety of guest requests by accurately assessing the guest needs and requests. You will make sure that all Front Office staff members adhere to the Four Seasons standards and replace the Front Office Manager during his/her absence.

About the Job

• Handles guest interactions and resolves customer complaints, accommodates special requests showing a high degree of agility and flexibility.
• Coordinates arrivals, departures and billing requirements. Assigns rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups, and also to prepare the morning briefing.
• Assist covering Night shift operations upon Night Supervisor absence.
• According to the Front office management structure and organization, Meet and serve as a point of contact for VIP and Elite guests from the pre-arrival stage through the stay until departure.
• Works closely with other departments to ensure smooth handling of guest luggage, deliveries and special requests.
• Utilizes a variety of computer systems to check guests in and out, runs daily and night reports.
• Assures that all financial and credit procedures are followed.
• Trains, develops and supervises the performance of direct subordinates, provides them with on the job feedback, serving as a mentor and a role model.
• Is responsible for scheduling the Front Office team and performing the attendance closure.

RESPONSIBILITIES AND DUTIES

• Handles guest interactions and resolves customer complaints, accommodates special requests showing a high degree of agility and flexibility.
• Coordinates arrivals, departures and billing requirements. Assigns rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups, and also to prepare the morning briefing.
• Assist covering Night shift operations upon Night Supervisor absence.
• According to the Front office management structure and organization, Meet and serve as a point of contact for VIP and Elite guests from the pre-arrival stage through the stay until departure.
• Works closely with other departments to ensure smooth handling of guest luggage, deliveries and special requests.
• Utilizes a variety of computer systems to check guests in and out, runs daily and night reports.
• Assures that all financial and credit procedures are followed.
• Trains, develops and supervises the performance of direct subordinates, provides them with on the job feedback, serving as a mentor and a role model.
• Ensure of the correct application of department P&P and standards by the Front office team by performing standard testing.
• Makes sure Group Resumes are understood by the team and put in action and attends Group Resume meetings and Pre-con meetings with group organizers during manager’s absence.
• Communicates financial goals and motivates the team to achieve them through coaching and feedback.
• Is responsible for scheduling the Front Office team and performing the attendance closure.
• Accepts reservations, changes and cancellations in the absence of Reservations Department. 
• Works closely with Housekeeping team to ensure efficient room allocations and balances inventory.
• Manages the staff: conducts interviews, Performance Evaluations and disciplines staff when needed.
• Oversees multiple operational departments in the absence of higher management.
• Observes physical condition of the facilities and equipment in the Front Office and makes recommendations for corrections and improvements as needed.
• Attends regular operational meetings and occasionally run departmental meeting to ensure effective coordination and partnership between departments.
• Take ownership of projects to constantly improve our Guests and Employees experience.

QUALIFICATIONS

• Excellent personal presentation, interpersonal and leadership skills
• Attention to detail and the ability to multi task are required together with ability to prioritize and handle stressful situation.
• Strong problem solving skills
• Excellent communication skills and command of the English language
• Demonstrated ability to interact with customers, employees and third parties
• Warm and welcoming smile and positive attitude
• Flexible schedule and the ability to work all shifts including nights, weekends and holidays
• Proficiency in Word and Excel; Opera is a plus
• Minimum 1 year experience in a supervisory or assistant manager position in Front Office of a 5* hotel
• EU work authorization required

What to Expect

This position is offered for a define period of time of 24 months with a possible unlimited extend based on your performance. Your trial period will be 6 months. Feedback is a key; therefore, you will be asked to give your feedback on regular basis and you will also have an informal chat with your 1 up manager and mentor.

FS Prague People value a culture of unique personal contribution and strive for the excellence. We value an open and transparent communication and working in psychological safe environment. We enjoy the common goal to make us always better and stronger. And we love to have a fun together.

We want people engaged, committed with a creative and open mindset and strong sense for responsibility. We want people who enjoys to serve the others.

We hire for the attitude not for the skills.

Benefits Include

• Passionate team with lots of fun
• Competitive remuneration
• Excellent Training and Development opportunities
• Discover the world with attractive employee rates at Four Seasons Hotels worldwide
• Complimentary Employee Meals and laundry/dry cleaning
• Employee benefit cafeteria system

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