Assistant Front Desk Manager

Assistant Front Desk Manager

The Beverly Wilshire, A Four Seasons Hotel is looking for an Assistant Front Desk Manager who oversees, directs and controls the activities of the various Rooms departments, with a focus on Front Desk, will also oversee the operation of Housekeeping, Concierge, Bell Staff, Driveway and CORE, in the absence of a manager. In addition, the overnight coverage will ensure supervision of all departments assigned on the overnight shift.

The ideal person shares a passion for excellence and who infuses enthusiasm into everything they do. This position has the opportunity to shape guest experience by providing exceptional knowledge and service in support of our world-renowned hotels.

Work authorization for the location is required.

Join Our Team

Located at the intersection of Wilshire and Rodeo, an international cast of personalities comes together amid urban buzz, Hollywood glamour and a sophisticated California vibe. Experience CUT, Wolfgang Puck's, and become part of an iconic hotel of the Four Seasons Portfolio. Work on a team that is built on mutual respect, collaboration, excellent service and passion for providing above and beyond guest experiences. Four Seasons provides employees with the same level of care that we expect to be shared with our guests. We have been ranked in FORTUNE Magazine's 100 Best Companies to work for since 1998.

The Role

The Assistant Front Desk Manager will act as the manager on duty in the hotel when senior managers are not available. Will manage shifts in the Rooms Departments as required.

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. Ensures guests are provided with an exemplary level of service in keeping with the Four Seasons standards. Responsible for any related assignments to the Rooms division.

Job Functions

• Manages the staff at the Front Desk, Bell Desk, Driveway, Housekeeping and Concierge and ensures oversight of the CORE team in the absence of the department manager as assigned. Directs all activities of the employees and ensure communications and follow-up on any problems, guest requests or special requirements. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed.
• Reviews and monitors schedules of staff under their responsibility. Frequently tours the hotel to ensure maintenance and upkeep. Monitors employee 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. Ensure daily follow up on credit problems. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Ensure posting and collection of garage revenues. 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.
• 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. Ensure proper management and tracking of all guest packages through Key. Settles bill accurately through credit card or cash transaction. Reviews late arrivals, next day early arrivals and departures to plan for the next day's activities. Plans ahead in the event of overselling the hotel, to ensure walk guests are identified and local hotels are secured for relocation.
• Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests, monitor valet parking, parking revenue and manage guest requests.

What to Expect : You Will

Salary : $75,000.00 - $80,000.00

Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.