Assistant Front of The House 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:

Perched on a rocky promontory high above the Ionian Sea, the iconic San Domenico Palace welcomes you to a 14th-century convent reimagined. Swim in our clifftop infinity pool, stroll in magnificent Italian gardens, soak in the history, savour Michelin-starred dining and escape into a Four Seasons world of timeless beauty.

About the role

Reporting to the Front of the House Manager, you will be responsible for supporting the departmental management in leading the operations of all departments within the Front Office team. Responsibilities include ensuring that our standards are met through team leadership, training and development, responding to a wide variety of guest requests, and adding your personal recommendations and touches to ensure our guests receive the highest levels of service excellence. You will also monitor and assess revenue opportunities for the hotel, plan and prepare the Front Office revenue and expenses, and ensure the financial goals of the department are met.

What you will do

• Manage the Front Office staff. Interview, train, and schedule the staff. Conduct performance evaluations and discipline staff when needed.
• Coordinate arrivals, departures, and billing requirements with the Sales and Catering Department. Block rooms for arrivals and ensure any discrepancies are resolved. Review daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
• Take action in all matters related to the safety, security, satisfaction, and well-being of hotel guests and employees when senior managers are not available. Respond swiftly and effectively in any hotel emergency or safety situation.
• 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. Be aware of all room rates, special packages, and promotions. Keep track of daily house count and expected arrivals/departures, room availability status for any given day, and scheduled daily group activities/VIPs and all Residence types and features.
• Review daily arrivals and departures to ensure proper handling of VIP and return guests, groups, etc., and escort them to and/or from their rooms effectively.
• Check guests in and out in an efficient and friendly manner, using guest names whenever possible. Ensure that guests are assigned the type of room requested and the correct rate is charged. Arrange for luggage to be delivered to guest rooms. Issue correct keys to guests. Check out guests at the end of their stay. Ascertain guest satisfaction, collect keys, post late charges, and present bills to guests. Settle bills accurately through credit card or cash transactions.
• Utilize a variety of computer systems to check guests in and out, run daily reports, and select and block rooms for arriving guests.

What you bring

• At least three years of experience in a leadership role within Front Office focusing on service quality.
• A special talent for ensuring our guests feel at home and receive the highest levels of service excellence. Be a passionate and motivated leader with excellent interpersonal and relationship-building skills to work with cross-functional teams.
• The highest level of integrity and transparency, strong business acumen, a passion for service, and an exceptional eye for detail. A desire to promote a continuous learning environment that creates an atmosphere for professional development opportunities.
• Ability to read, write, and speak English and Italian.