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:

Welcome to wine country luxury. In the food and wine capital of North America, Four Seasons welcomes you to a one-of-a-kind wine country resort set within a world-class vineyard. Discover innovative and seasonal cuisine at Michelin-starred Auro, holistic spa rituals at Spa Talisa and thoughtfully personalized Four Seasons service. Raise a glass to all the best in life as you soak in magnificent views of Napa Valley from this Forbes Travel Guide Five-Star resort.

We’re Hiring!

Do you have a passion for hospitality and curating an exceptional service experience for guests? Do you consider yourself an enthusiastic, caring and highly motivated leader? Then come join our Four Seasons Family!

We are looking for a Resort Assistant Manager/Front Office Assistant Manager! You would a part of an exciting team responsible for creating memorable experiences for our guests and our team members.

About the role:

The Resort Assistant Manager (RAM) is an essential member of the Front Office Team and the entire Resort. You must love leading a team and creating unique experiences and memories for our guests. As the RAM, you will oversee the Front Office operations and supervise the entire staff when the senior managers are unavailable. You will work under the direction of the Front Office Manager. You will work closely with the staff from all departments to assure that standards are being met. In addition, you will direct staff at the Front Desk and Front Drive and perform their duties on own. You will respond 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.

What you will do:

• Manages the Guest Relations and Guest Service Agents. Interviews, trains and provides real time feedback. Conducts Performance evaluations and disciplines staff when needed. Create and monitor schedules of staff and assist in processing payroll.  Assist in inventory and ordering of all Front Office Supplies.

• Assist Residence Manager with Residential requests to ensure satisfaction.

• Coordinates arrivals, departures and billing requirements with Sales and Catering Department. Blocks rooms for arrivals and ensures and discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, VIP Guests and Groups. Welcome and escort VIP guests.

• 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 cashier’s work at the end of the shift to ensure all transactions are reconcile with proper approvals and endorsements.

• Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees. 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 connect 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, on the phone, via email and Chat Messenger.  

• Checks guests in and out in an efficient and friendly manner