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:
Main Duties & Responsibilities:
Maintain complete knowledge at all times of: All hotel features/services, hours of operation. History of the building, all room types, numbers, layout, decor, appointments and location. All room rates, special packages and promotions. Daily house count and expected arrivals/departures, room availability status for any given day and scheduled daily group activities / VIP’s and all Residence types and features. Be able to perform all Front office duties during all shifts, morning, evening and night shifts Due to the nature of our business, must understand and appreciate that work schedules and demands of the position may vary from time to time Perform any reasonable task as requested by management Ensure the cleanliness and neatness of the Front Desk and Back Office
Checks in guest in a seamless, friendly and engaging manner while using the guest name
Coordinate with relevant associates and department to create a memorable arrival experience.
Assures the guest is assigned correct room type requested, to confirm room reservation details and the correct rate is being charged. Ensures correct keys for correct room are issued.
Liaise with bell attendant to arrange an efficient luggage delivery
To offer assistance with hotel orientation explaining the hotel facilities including opening times and offerings To engage with guest in a friendly manner in order to obtain relevant preferences and plans during their visit and update profile accordingly To offer assistance with hotel room orientation in line with Four Seasons standards and Leading Quality Assurance Standards in a warm friendly manner while using the guest name
Checks out guest at end of stay providing a seamless and friendly departure experience.
Ascertains guest satisfaction, retrieves keys and offer departure services such as taxi, luggage storage and assisting with potential return visit Constantly maintain a balance bank assigned by the hotel. Make changes, receive payments, cash checks, exchange of foreign currency. Bank to be counted and balanced by closing of each shift Handle all guest interactions with highest level of engaging and professional hospitality standards emphasizing on creating memorable relationships with guests Ensure that all guests glitches are handled according to hotel’s empowerment guidelines Accommodating every guest request with a warm smile, empowered to resolve and handle guest complaints Assist customers in a proactive manner with all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions etc. All guest requests to be responded and handled with in timely manner Be able to read the guests and sense the guest needs, adapt the service style accordingly Constantly keep the Front Office Manager/Hotel Assistant Manager updated on any issues/glitches arise on duty record them in the system accordingly Guests follow ups and glitches to be actioned according to hotel’s empowerment guidelines Be able to prepare everything for the Night Audit and efficiently complete the Post Night Audit tasks Always use the correct standard and etiquette when answering the telephone Have a thorough knowledge of the Front Office systems, such as Opera, KEY, HotSos and Vingcard Be familiar and promote hotel products, services and promotions Understand all promotions and programs such as Four Seasons Elite, Virtuoso, FH&R, Four Seasons Guest Recognition program Understand the structure and standards to ensure a smooth operation between Guest Relations, Accounts and Housekeeping. Monitor Arrivals, Departures, Room Extensions, Late check outs, Queue rooms, etc. and communicate them accordingly. Ensure due out rooms are checked and actioned in time Have an in-depth knowledge of all our room products in order to perform room assignment Be able to answer the general queries of reservations and billings Accepts reservations, changes and cancellations in the absence of the Reservations Department Staff or a walk in guest.
