Overnight Resort Assistant Manager​/Front Desk Assistant 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.

Welcome to wine country luxury. In the food and wine capital of North America, Four Seasons welcomes you to a one‑of‑a‑kind wine country resort set within a world‑class vineyard. Discover innovative and seasonal cuisine at Michelin‑starred Auro, holistic spa rituals at Spa Talisa and thoughtfully personalized Four Seasons service. Raise a glass to all the best in life as you soak in magnificent views of Napa Valley from this Forbes Travel Guide Five‑Star resort.

Come join our Four Seasons Family! We are looking for an Overnight Resort Assistant Manager!

The Overnight Resort Assistant Manager (RAM) is an essential member of the Front Office Team. The RAM must love creating unique experiences and memories for our guests. The RAM will help oversee the Front Office and Front Drive operation. The RAM will respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touched to achieve maximum customer satisfaction.

• Manages the Guest Relations and Guest Service Agents. Interviews, trains and provides real time feedback. Conducts Performance evaluations and disciplines staff when needed. Create and monitor schedules of staff and assist in processing payroll.
• Assist Residence Manager with Residential requests to ensure satisfaction.
• Coordinates arrivals, departures and billing requirements with Sales and Catering Department. Blocks rooms for arrivals and ensures and discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Guests and Groups. Welcome and escort VIP guests.
• Assures that all financial and credit procedures are followed. Follows up on credit problems with Front Office Manager and/or Credit Manager. Reviews all paid‑outs, rebates, petty cash disbursements and direct billings. Checks cashier’s work at the end of the shift to ensure all transactions are reconcile with proper approvals and endorsements.
• Takes action in all matters related to the safety, security, satisfaction and well‑being of hotel guests and employees. Responds swiftly and effectively in any hotel emergency or safety situation.
• 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 connect 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. Interactions with guest will be in person, on the phone, via email and Chat Messenger.
• Checks guests 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.
  
  Settles bill accurately through credit card or cash transaction.
• Utilizes a variety of computer systems to check guest in and out, run daily reports and select and block rooms for arriving guests.
• Works harmoniously and professionally with co‑workers, guests, clients, vendors, etc.
• Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest and internal calls in the absence of a Communications Operator.

• 1+ years of previous Rooms Division supervisory or management…