Hotel Assistant Manager
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Hotel Assistant Manager

Four Seasons

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Hotel Assistant Manager

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Job Summary: Oversees the Front Desk operations and acts as the manager on duty in the hotel when senior managers are not available.  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 Functions:

Checks guest 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. (30%) Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, concierge requests etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone. (20%) Manages the staff at the Front Desk.  Interviews, trains and schedules the staff.  Conducts Performance Evaluations and disciplines staff when needed. (15%)

Coordinates arrivals, departures and billing requirements with Sales and Catering Department. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups. (15%) Assures that all financial and credit procedures are followed.  Follows up on credit problems with Front Office Manager and/or Credit Manager. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements. (10%) Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact. (5%) Works harmoniously and professionally with co-workers and supervisors. (5%)

Non-Essential Functions:

Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Business Center, and lobby coverage. Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service. Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests.

Competencies & Qualifications:

Excellent reading, writing and oral proficiency in the English language. The ability to multi-task on several assignments at once. The ability to have strong communication skills between co-workers and guests. The ability to operate computer equipment and a variety of systems.

Education & Experience:

College degree or equivalent experience preferred. Two to three years previous experience in the rooms division. Knowledge of various computer systems such as Opera, Givex, HOTSOS etc.

Supervisory Responsibilities:

This position does require supervisory responsibilities over the front desk staff and at times other areas of the hotel. When managers are not present in other areas of the hotel you may be asked to assist.

Work Environment:

This role operates in a professional work environment. You will be using standard office equipment each shift which includes computers, phones, printer and other equipment. This position is also present in the operation assisting guests.

Hours of Work:

This is a full-time position and you will be asked to work at least 40 hours a week. Hours and days are dependent on business levels within the hotel. Early mornings, evenings and weekend availability are required for this position.

Physical Demands:

This position does not require a lot of physical activity. 

Mobility: Is mobile during 100% of shift.  Must be able to walk around the hotel and assist guests when needed.

Continuous Standing: 100% of shift standing at the Bell Stand.

Travel:

There may be some travel associated with this position.

Other Duties:

Please note that due to busy business levels you may be asked to perform tasks that are outside the scope of your job description in order to ensure a positive guest experience.

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 - http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf
Chiusa

Hotel Assistant Manager

Westlake Village, CA, Stati Uniti

A tempo completo, A tempo indeterminato

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