Hotel Assistant Manager Four Seasons Hotel

QUALIFICATION REQUIREMENTS:

• College degree qualified in Hospitality Management preferred.

• A minimum of three years hotel Rooms Division experience rooms, including at least one to two years in an leadership position.

• Excellent personal presentation and interpersonal skills, good problem-solving ability and proficient in Hotel property management systems, in particular Opera.

• Fluent in reading, writing and spoken both English & Arabic language skills.

• Strong supervisory and managerial skills are essential, with outstanding demonstrated coaching and development skills.

JOB FUNCTIONS:

• Have a thorough knowledge of the Front Office systems, such as Opera, Web Checkin, Key etc.

• Understands and is able to perform all duties of the Front Office, Guest Services and Concierge Agents as well as Manager on Duty.

• Reviews daily arrivals and departure to ensure proper handling of VIP and return guests, groups etc and escorts them to and/or from their rooms effectively.

• Together for the FO supervisors, reviews late arrivals, next day early arrivals and departures to plan for the next day s activities. 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.

• Liaise with the team on all group arrivals to ensure the rooming lists, accounting instructions and special requests are adhered to.

• Communicates closely with the Night Manager and other Assistant Managers to ensure follow up on special guests, glitches etc. keeping FOM/FDM well informed as to problems and actions taken, using the Glitch Database and other communications (verbal and written).

• Guest follow ups and glitches to be handled according to Hotel s empowerment guidelines.

• Ensures adherence to all credit procedures in the Front Office, reviews high balance reports and follows up on credit problems/queries with Accounting and Front Office Manager.

• Covers all Night Manager s duties when and if needed.

• Has a good understanding of how the hotel system work, and is able to provide the basic trouble-shooting support for in-room services such as Internet, games and Web Service.

• Be fully familiar with the fire panel operation and the Duty Manager s role as controller in an alarm situation

• Motivates and provides a working environment in which associates are productive and working together to their strongest ability. Ensure positive communication with associates and manager, keeping morale high

• Handles any guests issues or complaints in an understanding and hospitable manner, ensures they are resolved and followed through in the most appropriate and best manner

• Be able to read the guests and sense the guest needs, adapt the service style accordingly

• Actively lobby host and act as a role model for the team

• At all times strives to represent Four Seasons Astir Palace Athens in most professional, courteous and efficient manner

• Assists with managing the performance of the Front Office team to ensure the team delivers the highest quality and Four Seasons brand service standards to consistently meet and exceed all guest expectations

• Communicates all new policies and procedures to all associates

• Continuously strives for new thoughts and ideas to improve and strengthen the Front Office team, up-date procedures and implement them

• During the absence of the HOD, monitors associates appearance on a daily basis, ensures the correct dress code is adhered to, to maintain our professional image

• Always uses the correct standard and etiquette when answering the telephone

• Works together with the FOM/FDM with regards to VIP s and any special procedures which may be necessary

• Works closely with other department heads and deputies in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests

• Is responsive to associates needs and problems; is firm, fair and consistent in dealing with challenges

• Attends training sessions both internal and external

• Constantly keeps the FOM/FDM updated on the performance of the Front Office team

• Spot checks the Front Office Team s performance to ensure the Four Seasons brand standards are being adhered to

• Ensures the number of open folios is kept minimum, liaise with related departments to resolve them in due course, maintains a good tracking record of all ongoing cases

• Monitors and updates to open folio & PM excel sheet

• Strives to achieve upselling goals by leading by example, providing training and motivating the team

• Coordinates with FO supervisors room assignments & monitor Out of Order and Out of Service rooms regularly