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:

Sophisticated urban retreat on the waterfront. Our modern, urban retreat, positioned at the edge of Baltimore’s Harbor East, offers a host of luxurious amenities such as a five-star Spa to a rooftop pool, setting the scene for fabulous vacations with kids, romantic getaways and business stays. Miles of walkable waterfront, top restaurants and city landmarks are all within easy reach.

The role of the Front Office Manager

Directs and controls the activities of the Front Office, including Front Desk, with supporting oversight of the Guest Services department.  Acts as the manager on duty in the hotel when senior managers are not available.  Manages shifts and schedules of the Front Desk team. Responds to a wide variety of guest requests by accurately assessing the guest needs and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.

We are looking for individuals with a high level of engagement and excellent communication skills.  You will have a special talent for ensuring our guests feel at home and receive the highest levels of service, be a passionate and motivated leader with excellent interpersonal and relationship-building skills to work with cross-functional teams and inspire them, have the highest level of integrity and transparency, strong business acumen, and have an exceptional eye for detail. You must be able to manage stress effectively, de-escalate conflict, work well under pressure and perform as a quintessential problem solver. Previous experience of 3 years required in the Hospitality Industry and Rooms Division, in a leading role. Applicants are required to have high analytical and organizational skills.  Speaking, writing and reading English is required.  Positive attitude and willing to learn is a must. This position requires an applicant with an open and flexible schedule and the ability to work different shifts and weekends.

ESSENTIAL FUNCTIONS:

• Manages the staff at the Front Desk.  Directs all activities of the Asst. Front Desk Managers and the Night Manager to ensure communications and follow-up on any problems, guest requests or special requirements. Interviews, trains and schedules the staff.  Conducts Performance Evaluations and issues performance management staff when needed.
• Reviews and monitors schedules of staff in all departments of responsibility. Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met.
• 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.
• Coordinates arrivals, departures and billing requirements. 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.  When taking a shift at the desk, follows up on credit problems. 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 manag