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:
A true home away from home. Four Seasons Resort at Sharm El Sheikh dedicates to perfecting the travel experience through continual innovation and the highest standards of hospitality. From elegant surroundings of the finest quality, to caring, highly personalized 24-hour service, Four Seasons embodies a true home away from home for those who know and appreciate the best. The deeply instilled Four Seasons culture personifies by its employees - people who share a single focus and encourage to offer phenomenal service.
ESSENTIAL FUNCTIONS:
Manages the staff at the Front Desk. Directs all activities of the Front Desk Manager, Assistant Front Office Managers, Night Manager, Guest Experience Manager, Bulter Manager and Communication Manager to ensure to ensure each department is working seamlessly, handling any obstacle and follow-up on problems/glitches, 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 in other department of responsibility. Monitors their 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, greeting guests upon arrival and at departure.
- 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. When taking a shift at the desk, follows up on credit problems.
- Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings.
- Takes action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation.
- In charge of all big events & delegation in regards to the room allocation, guest’s preferences, secure payment, and guest’s preferences are controlled and very well communicated with Sales, Finance and other departments. All guest data/information are being collected and updated on Golden.
- Maintain the score of High Return Guests, Elite guests, Arrival & Departure, Personally Recognized up the standard.
- 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. Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction.
- Monitor the daily amenities sent by Guest Experience team to the in house guests, making sure a cost control system is applied without compromising the guest experience.
- Making sure the Guest Experience team are meeting the guests at breakfast, and during the day, specially VIP guests & guests with glitches.
- Making sure that daily follow up on the MEDALLIA is being done by Guest Experience team, and guests with low scores are being contacted.
- Monitor the efficiency of the communication department and their quality of responses to the Chatapp is up to the standard.
- Communicate with Engineering & IT departments to handle any technical issue related to the telephone system.
- Setup & update the internal Policy & Procedures for upselling for Guest Experience & Front Desk departments.
- Train the team on any new updated policy, or contracted benefit agreement with Travel Agencies.
- Monitor the daily Butler Operation, making sure that the Assistant Head Butler is assigning his team to all VIP guest’s, assure that they have all the needed equipment’s for the operation, communicate with Food & Beverage Department to meet all guests requests.
- Setting an up to date secured filing system for all guest data/ information.
- Keeping the vacation balance of all areas within the reasonable number and eliminating all accumulated balances in all departments
- Schedule and placing the annual Purchase order for the Operating Supplies (annual & monthly) and follow up on the delivery date to be on time and within the budgeted limit
NON-ESSENTIAL FUNCTIONS:
- Cover the Operation during the absence of the Director of Rooms.
- Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Door Staff, Valet Parking, Business Centre, Communications, Sales representative, Reservations and lobby coverage.
- Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service. 4. Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests.
Travel required:
None Hours required: Eight hour shift; scheduled days and times may vary based on need.
