Курорт Four Seasons Hotels and Resorts ищет Русскоговорящего менеджера.
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. Overseas the Front Office operations and acts as the Manager On Duty in the hotel when senior managers are not available.
Essential Functions:
- Oversee operation of all Front Office departments (reception, guest services and communications)
- Review daily arrivals & departures to ensure proper handling of special attention guests, return guests, Elite guests, preferred partner guests
- Welcome guest to the resort and introduce yourself upon check in. Bid sincere farewell to the guest upon departure
- Responsible for villa allocation, taking into consideration special requests and requirements, pay extra attention for back-to-back villas
- Work together with the HK managers to inspect guests’s villa especially VIPs in making sure all requests are met and ready prior guests’ s arrival. Walk villas before the arrival of VIP Guest
- Handle all guest interactions with the highest level of hospitality and professionalism. Accommodate and respond special requests whenever possible in an accurate and timely manner. Add special touches and make insightful recommendations
- Receives and handles any guest feedback in a professional and timely manner
- Following the Four Seasons and local established policies and procedures. Keep close communication with Front Desk Manager/Guest Experience Manager for continuous follow-up
- Monitor the Guest Feedback received through various platforms ie. Medallia and Revinate
- Ensure all villa moves are organized and occur on time. Extend a courtesy call or message in making sure the guests are comfortable in their new villa and anticipate further needs
- Review the daily Credit Limit Report prepared by the GRO and follow up as required as outlined in the local policy and procedure
- Check villa availability, villa plan, villa assignment, and out of order villa on a daily basis to meet resort business requirement and resolve villa discrepancy
- Conduct Standard Test on a regular basis and give constructive feedback to the tested team member. Controlling the quality of Standard Test conducted by the Designated Trainer and Supervisor. Ensure that monthly testing target is being achieved without fail
- Work closely with the Designated Trainers to ensure the team is receiving regular trainings
- Conduct regular trainings with the team and ensure team is signed up for trainings scheduled by the learning department
- Drive the team towards the monthly and yearly upsell goal, by giving appropriate training, status updates and setting a daily upselling strategy
- Conduct daily morning and afternoon briefings following the established agenda incl. of daily trainings with all Front Office Staff and ensure seamless handover
- Host the daily operations meeting. In absence of Guest Experience Manager, host the weekly pre arrival meeting
- Maintain knowledge and understanding of all computer systems to complete tasks, reports, checklists
- Participate and excel in the locally established Angel Program. Building an emotional connection with the guest and find creative ways to wow the guest
- Be ambassador for the LQA & Forbes Standards
- Become a champion for Four Seasons Messenger and ensure that monthly Gold Target is being met with the response time
- Understanding of PCI standards and following them on a daily basis and make team aware in case of a breach
- Write and conduct annual and probationary performance evaluations for all team members
- Follow progressive performance management for the Front Office Team Members as needed and input information in WorkDay for recording and follow up
- Works harmoniously and professionally as a Four Seasons team player with peers and superiors and team members from other departments
- Follow Four Seasons Core and Culture Standards as well as the local and departmental standards and policies
- Welcome new Employees to the Department, ensuring that their Welcome Pack incl. training calendar and log on details to the system is ready. Following the established local new comers' checklist and P&P
- Review schedule once submitted by the Supervisor Team and make sure enough coverage in order to meet business requirements
- Update and correct the payroll system on a regular basis and ensure full accuracy
- Continuously reviewing processes and procedures at the Front Office and implement new P&P to improve the service quality and efficiency of the department
- Overview of all item inventory and proceed in re-ordering in a timely manner, considering the remote location of the Resort
- Reconcile and initiate payment process for any third-party invoices
- Embrace any initiatives that are being introduced by the management
- Assist at any situation at the reception, concierge, bell desk and communications
- Respond swiftly and effectively on any emergency or safety situation
Non-Essential Functions:
- Perform any other tasks or projects as assigned by management
- Regular walk through of public areas such as GYM, Library, Welcome Pavilion
- Being present and assist during peak times in different outlets
Special Requirement:
- Ability to read, write and speak English and one additional language (Russian, German, French, Italian, Arabic) is must
- Able to work in a team
- 2 years hotel or resort management experience
- Experience with computers and software programs
- Strong managerial and supervisory skills
- Must be service oriented and be able to maintain Four Seasons standard of hospitality at all times
- Self-motivated
- Work flexible hours, including morning, afternoon, overnight and split shifts
- Overtime may be required depending on operations
- Able to work under pressure and perform a quick decision maker
- Able to perform physically demanding tasks continuously throughout the required shift (i.e.: standing, walking, bending, lifting and squatting)
- Perform other tasks or projects as assigned by the senior management
- Excellent guest handling skills, able to interact with guests and creative solution seeker
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