Hotel 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.

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:

Poolside paradise meets city sleek under the Miami sun. Above the trendy Brickell Avenue – find the best of both big city adventure and a tropical getaway – arrive at our lifestyle-inspired lobby, savour the fun and flavourful dining experiences, and spend the day with a swim or sway in a hammock within our two-acre sun-kissed sanctuary. It’s all set against the Miami skyline overlooking the city’s fashionable art, dining, and entertainment scenes just minutes from our doorstep.

Four Seasons Hotel Miami is looking for a Hotel Assistant Manager who shares a passion for excellence and who infuses enthusiasm into everything they do. Our employees have the opportunity to shape our guests experience by providing exceptional knowledge and service in support of our world-renowned organization.

About the Position

• Manages the staff at the Front Desk, Guest Services, and Concierge (in absence of Concierge). Interviews, trains and schedules the staff.

• Conducts Performance Evaluations and disciplines staff when needed. Coordinates arrivals, departures and billing requirements with Sales and Catering Department.

• 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. 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 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.

• 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.

• 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. Settles bill accurately through credit card or cash transaction.

• Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.

• Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.

• Accepts reservations, changes and cancellations in the absence of Reservations Department Staff.

• Can answer guest calls and direct them appropriately in the absence of…