Assistant Front Office Manager

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

A modern oasis in the city's most exciting location. At the epicentre of San Francisco stands the city’s iconic hotel, where business ideas emerge, loved ones connect and life’s most important celebrations happen. When you’re not shopping at Union Square, enjoying the city’s diverse culinary scene or exploring one of the Bay Area’s top attractions, unwind in our newly renovated guest rooms, designed to represent the natural beauty of San Francisco’s fog, redwood trees and ocean.

Four Seasons Hotel San Francisco overlooks Yerba Buena Gardens and is located just steps away from the City's Financial District, Union Square shopping, the Moscone Convention Center, the Museum of Modern Art, and the Contemporary Jewish Museum, amid the city's finest cultural and dining venues.

We are actively searching for an experienced and energetic manager to become Assistant Front Office Manager of Four Seasons Hotel San Francisco, supporting Front Office.  This position may also provide occasional overnight relief.

The Role - Overview
This key management role is responsible for all managing the day-to-day operation of the Front Desk. You will direct staff and respond to a wide variety of guest requests, adding personal touches and recommendations with each interaction.

Essential Functions
This list is not all –inclusive and should only be used as an overview of all actual responsibility.

• Manages staff in Front Desk Department.  This includes training and scheduling staff.  Additionally, provides oversight of other Rooms Departments, such as: Guest Services, Concierge, Communications (PBX), etc.

• 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.

• Assures that all financial and credit procedures are followed.  Follows up on credit problems with Front Desk 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.

• Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation.

• 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, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.

• 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.

• Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.