Hotel Assistant 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:

In the heart of Worli - the business hub of India’s largest city and close to the entertainment and commercial district of Lower Parel, Four Seasons Hotel Mumbai is a chic urban oasis with an intimate, boutique atmosphere. The brand's first hotel in India, Four Seasons Hotel Mumbai echoes 'Powerhouse Luxury' in the city that never sleeps. Known for unparalleled food & beverage options such as those at AER Mumbai, an award-winning rooftop bar, as well as San:Qi, a city-favourite pan-Asian restaurant with wine bar, private dining rooms, four open-style kitchens overseen by master craftsmen and an extensive menu offering Indian, Chinese, Thai and Japanese delicacies.

Basic Function:

• 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.

Role and Responsibilities:

• Manages the staff at the Front Desk.  Interviews, trains and schedules the staff.  Conducts Performance Evaluations and disciplines staff when needed.
• Coordinates arrivals, departures and billing requirements with Sales and Catering Department. Block 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 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.
• 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.
• Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
• Works harmoniously and professionally with co-workers and supervisors.
• Accepts reservations, changes and cancellations in the absence of Reservations Department Staff.  Can answer guest calls and direct them appropriately in the absence of a Communications Operator.
• Consistently driving the team to achieve high guest experience scores in social media platform such as Medallia, Trip Advisor etc.
• Is completely aware of the hotels upsell program and constantly drives towards achieving the companies upsell goal.
• Actively handles profile management and guides staff accordingly.
• Actively monitors chat response and mobile application to ensure timely response.
• Interviews, trains and schedules the staff, as well as conducts performance evaluations and disciplines staff when needed.
• Resolves guest concerns and interacts with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Review daily arrivals and departure to ensure proper handling of VIP and return guests, groups etc. and escort them to or from their rooms respectively
• Coordinating with respective supporting departments especially Housekeeping to ensure all guest requests are met.
• Personally managing and making personal contact with all VIP, suite guests and frequent return guests
• Assures that all financial and credit procedures are followed; coordinates arrivals, departures and billing requirements with Sales and Catering Departments.
• Resolves customer complaints from all areas of the hotel
• Communicate closely with the night manager and other assistant managers to ensure follow up on special guests, issues/glitches, requests etc
• Adheres to the hotel's code of conduct and grooming & hygiene standards
• Actively conducts briefings and meetings.
• 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 andspecial requests.