Front Desk Supervisor

We are hiring a Front Desk Supervisor!! Come join our Napa Valley Team and grow your career with Four Seasons!!

BASIC PURPOSE: Assists Rooms Division in overseeing Operations and may act as manager on duty when managers are not available. 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. This position will assist with 2 overnight shifts a week.

About Four Seasons Resort and Residences Napa Valley

Situated at the northern end of Napa Valley off the famed Silverado Trail, Four Seasons Resort and Residences Napa Valley offers experiences that capture the imagination of even the most seasoned wine country visitors.

ESSENTIAL FUNTIONS:

• Assists Rooms Managers in overseeing the rooms division: focusing on assisting Front Office Managers in overseeing Guest Relations and Guest Service Agents throughout a shift.
• Assists in blocking rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, VIP Guests and Groups.
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; 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. Interactions with guest will be in person, phone, FS Chat and by email.  
• Checks guests 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 guest in and out, run daily reports and select and block rooms for arriving guests.
• Assist with Concierge services including but not limited to Wine Tastings, Dining Reservations and Transportation and processing guest packages and mail.  
• Assist with Guest services including but not limited to delivering luggage to and from room, accompanying guests to their rooms, assisting valet in parking vehicles and pulling vehicles up from garage, and assisting with golf cart rides.
• Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest and internal calls in the absence of a Communications Operator.
• Assists with Administrative duties for the Rooms division including inventory upkeep and purchasing, Medallia tracking and communication, and other responsibilities as assigned by rooms managers.
• Works harmoniously and professionally with employees, co-workers and management.
• Assist Housekeeping and Laundry - understand the general operation of the department and each role.
• Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in EmPact.

NON-ESSENTIAL FUNCTIONS:

• Provides a high level of cleanliness in the lobby, luggage storage room, and driveway and resort entrance.
• Maintains cleanliness of golf carts and luggage carts.
• Prepare arrival area and golf carts for inclement weather.
• Assists with responsibilities and duties in the absence of or due to heavy volume in Lobby coverage, Housekeeping/Laundry and other areas as needed.
• Coverage of Overnight Relief & Housekeeping Manager on Duty.
• Perform other tasks or projects as assigned by management.

KNOWLEDGE AND SKILLS:

Education:

• College degree preferred.

Experience:

• 2+ years' experience in a luxury hotel in Front Office and/or Concierge or Guest Services or previous rooms supervisory experience preferred.
• Experience in a luxury resort highly preferred.
• Knowledge of Napa Valley and surrounding areas, highly desirable, however not required.

Skills and Abilities:

• Must be flexible with schedule - Able to work weekdays, weekends, holidays, evening/overnight shifts
• Ability to multi-task in a high volume and demanding environment.
• Strong problem-solving skills, ability to handle difficult situations and guests.
• Valid Driver’s License required and clean driving record.

Some Benefits Four Seasons Resort and Residences Napa Valley employees can enjoy:

• Hourly: $30.30
  
  
• Cigna medical and dental benefit options
  
  
• 8 weeks of New Parental Leave Pay
  
  
• Excellent Training and Development opportunities
  
  
• Complimentary accommodation at other Four Seasons Hotels and Resorts
  
  
• Complimentary Employee Meals
  
  
• 401k Retirement Plans
  
  

To apply, please click on the “APPLY” button and create an account. There will be a short questionnaire for you to complete and a section for you to attach your Resume/CV and Cover Letter. Please attach your Resume/CV in PDF or Word format. Applications/Resumes will only be accepted on this website. Please do not email your information. Thank you for your understanding.

Learn more about what it is like to work at Four Seasons, visit us:

http://jobs.fourseasons.com/

https://www.linkedin.com/company/four-seasons-hotels-and-resorts

https://www.facebook.com/FourSeasonsJobs

Four Seasons is an Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. To access the 'EEOC is The Law' Information poster please visit this website:  Know Your Rights.

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf