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 modern oasis in the city's most exciting location. At the epicentre of San Francisco stands the city's iconic hotel, where business ideas emerge, loved ones connect and life's most important celebrations happen. When you're not shopping at Union Square, enjoying the city's diverse culinary scene or exploring one of the Bay Area's top attractions, unwind in our newly renovated guest rooms, designed to represent the natural beauty of San Francisco's fog, redwood trees and ocean.
We are actively searching for an experienced and energetic manager to become Overnight (Duty) Manager of Four Seasons Hotel San Francisco!
The Role - OverviewThis key management role is responsible for managing the entire overnight operation of the hotel. You will direct staff and respond to a wide variety of guest requests across departments, adding personal touches and recommendations with each interaction.
Essential FunctionsThis list is not all-inclusive and should only be used as an overview of all actual responsibilities.
- Directly manages the activity of the overnight staff - direct oversight of the Front Desk while providing general oversight of all other hotel employees on the third shift. This includes Guest Services, Communications (PBX), Housekeeping, Food & Beverage, etc.
- Directs staff. Ensures communications and follow-up with day shift on any problems, guest requests or special requirements.
- Frequently tours the hotel and monitors the activities of all other departments. Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met.
- 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.
- Assures that all financial and credit procedures are followed. Follows up on credit problems with Front Desk 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.
- Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator.
Qualifications & Experience
- Viable candidates must have a minimum of two years' experience in hotel front desk operations, with at least one year in a supervisory/management role.
- Knowledge of property management systems required. Opera and Delphi knowledge preferred.
- Strong business and work ethic required.
- Candidates with a degree in hospitality, or similar, are preferred.
- Ability to quickly and positively establish rapport is required.
- Above average communication skills - both written and oral - are required.
- Works harmoniously and professionally with co-workers and supervisors.
- Current Four Seasons employees, bilingual candidates and those with prior experience in a luxury hotel/environment will receive priority consideration.
What to Expect:
- Salary Range: $78K - 80K
- Market-leading benefits (Medical, Dental, Vision)
- 401(k) Retirement Plan
- Complimentary Accommodation at other Four Seasons Hotels and Resorts
- Complimentary Employee Meals
- Be yourself and become a member of a work family that cares about you and invests in your development
- Master your craft here and abroad! Seasonal “Task Force” opportunities are available
- Employee engagement at all levels, where your thoughts and ideas are not only heard but actioned
- Paid holidays, vacation, and sick days
- Culinary, retail and wellness experiences at special rates
- … and so much more!
If you are interested in applying for this position, please click on the APPLY button, attach your resume and cover letter in Word and/or PDF format.
To learn more about Four Seasons Hotel San Francisco:
If you are a qualified individual with a disability or disabled veteran and need a reasonable accommodation to use or access our online system, please contact the Human Resources Department at 415-###-####.
Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.
Dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality, Four Seasons can offer what many hospitality professionals dream of - the opportunity to build a life-long career with global potential and a real sense of pride in work well done.
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