Front Office Supervisor ( Night Shift) in Four Seasons Hotels and Resorts Victoria, Seychelles

Internship

Website Four Seasons Hotels and Resorts

This job listing is about Four Seasons Hotels and Resorts in Victoria, Seychelles 2022 exclusively on jobizille.com

Purpose

Front Office Supervisor ( Night shift ) focuses on making every guest experience in the Resort a memorable one. Starting with pre-arrival communication with the Guest and follow through the interaction during the duration of their stay in the Resort. Supporting the daily tasks of the guest experience manager, to achieve the common goal of elevating the Medallia score and the feedback through other social media websites.

In addition, has the ability to perform all tasks of a Guest Relations Officer when needed.

Essential Functions

  • Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves guest complaints up to satisfaction (where possible).
  • Assists guest in all inquiries about all facilities and services within the Resort and in the local area.
  • Resolve guest issues or complaints and keep next level management well-informed, alerting of any action needed. Filling in the Glitch Report in a timely manner.
  • Actively promote Chat in all guest interactions and during busy periods in the department assisting to answer any incoming messages within 90 seconds.
  • Pre-arrival communication with the guest via email to prepare for the guest stay in the resort and create personalized itineraries.
  • Maintain Guest profiles in Golden and go through all guest profiles in Golden of guests that have checked in the same day and update their pictures and job titles where possible.
  • Being the link between F&B and Front Office and ensuring that all preferences & essentials are updated accordingly in Golden
  • In the absence of the Guest Recognition Specialist, performing the pre arrival check in Golden to set up the resort for success.
  • In the absence of the Guest Experience Manager preparing the VIP list for the weekly operations meeting and preparing for the weekly pre arrival meeting.
  • Actively supporting Concierge by communicating with guest about activities within the Resort and outside and making the bookings & Itineraries accordingly.
  • Walkthroughs of any VIP Guest arrival or special request, to ensure that guest preferences have been actioned accordingly and guest expectations are met on arrival.
  • Being present during “Golden Times” (at Breakfast in the morning, restaurants, pool and beach in the afternoon, and restaurants during dinner times) at the Restaurants and Bars.
  • Assign Angels to all arrival Guest for the coming week and maintain an updated Angel List for Guest in house. Angel to be updated in the form of trace & in Golden.
  • Conduct Standard Test for Concierge & GRO and suggest coaching opportunities to Guest Experience Manager or Manager on Duty.
  • Perform and complete daily checklist and submit to manager for review prior to finishing shift.
  • Assist other departments in crunch situations when needed, such as buggy driving, stripping rooms, hosting, clearance at breakfast, assisting reception with check in and check out and daily tasks
  • When needed holding GRO or Concierge shifts at the reception.
  • Abide by Four Seasons Core & Culture standards, employee handbook, grooming standards and all policies and procedures. Complies with Four Seasons’ Category One and Category Two work rules and standards of conduct.
  • Display at all times a friendly, courteous and professional manner in all interactions with guests, hotel patrons and colleagues. Guest names will be used at every opportunity.
  • Working overnights and split shifts and having flexibility to work additional hours when the needs of the business require.
  • Respond properly in any hotel emergency or safety situation.
  • Handle all guest requests in accordance with procedures whenever possible with an emphasis on accuracy and proper follow up. Involve other departments if necessary.
  • Communicate via phone and e-mail in a professional and courteous manner.
  • Be informed of all hotel services, hours of operations, key personnel, resort policies etc.
  • Maintain knowledge and understanding of computer systems to complete tasks, reports and checklists, attends trainings.
  • Maintain a cohesive working relationship with the team and all departments providing a motivational and encouraging work environment.
  • Report suspicious activity and personnel acting against policy to your superior and/or security
  • Always maintain composure and the ability to multitask in high stress situations, responding with respect and restraint to those around.
  • Perform other tasks or projects as assigned by the management.

Guest Relations Officer Functions

  • Checks-in guests in an efficient, personalised and friendly manner, using the guest name during the interaction. Leases with the GSA team for a flawless arrival experience. Following the Four Seasons Benchmark Standards and ensuring to obtain guest history details and to update the system accordingly.
  • Ensures that guest has been assigned the requested type of villa and the correct rate is charged.
  • Issues and hands out the correct keys.
  • Checks-out guests in an efficient, personalized and friendly manner, using the guest name during the interaction. Ascertain guest satisfaction, collect keys, posts late charges and presents bill to the guest. Liaises with the driver for a flawless departure experience while following all Four Seasons policies.
  • Daily check of the guest bills, ensuring accurateness at all times.
  • Ensures smooth operation of the cashiering functions for guests. Provide change, foreign currency exchange and post charges to the guests’ account. Reconcile all transactions at the end of the shift and maintain a balanced cash float.
  • Handling any guest requests in a professional, personalized and timely manner.
  • Assists guests with enquiries in regards to hours of operation for any food and beverage outlet, the SPA, the GYM, the library.
  • Knows the villa types and locations of all guest villas.
  • Assists guests with enquiries for any external vendors, restaurants and add personal recommendations.
  • Able to perform any Concierge requests such as but not limited to: transfer requests, airport pickups and drop offs, excursion bookings.
  • Able to perform any PBX tasks including but not limited to: handling of the radio, accurate logging and coordination of Buggies, take and deliver wake up calls, place phone lines on do not disturb.
  • Able to handle any guest feedback and keep next level management well-informed, alerting of any action needed. Complete Guest experience report as needed for appropriate follow up.
  • Respond to FS Chat Messages accurately and in within 90 seconds using guest names when possible.
  • Answers any phone calls within 3 rings, with appropriate greeting and pleasant voice, using the guest name.
  • Communicates via phone, e-mail, Teams and FS Messenger in a professional and courteous manner.
  • Exceeds guests’ expectations by being creative and resourceful.
  • Maintain the cleanliness of the lobby, re arrange the cushions on the sofas after each guest interaction, decorate the area daily with fresh flowers and pull up and down the rain blinds weather depending.
  • Handles safety deposit box request.
  • Actively participate in the front office upselling program.
  • Maintains knowledge and understanding of all computer systems to complete tasks, reports and checklists, attends trainings as needed.
  • Completes daily checklist of duties and responsibilities. Ensure handover file and traces are updated. Thorough hand-over takes place with the following shift.
  • Wears issued uniform and ensure a neat, clean and tidy appearance at all times adhering to the established Grooming Standards Policy.
  • Reports to shift on time. Aware of the schedule at all times and if unable to attend work, notify the Manager on Duty in adequate time and according to policy.
  • Responds in line with the local policies and procedures in any hotel emergency or safety situation.
  • Displays at all times a friendly, courteous and professional manner in all interactions with guests, hotel patrons and colleagues. Name usage will be used at every opportunity.
  • Abides by Four Seasons Core & Culture standards, employee handbook, grooming standards and all policies and procedures. Complies with Four Seasons’ Category One and Category Two work rules and standards of conduct.
  • Works harmoniously and professionally with co-workers and supervisors.
  • Always maintain composure and the ability to multitask in high stress situations, responding with respect and restraint to those around.
  • Reports suspicious activity and personnel acting against policy to your superior and/or security
  • Performs other tasks or projects as assigned by the management

Knowledge, Skills, Requirements

  • Ability to read, write and speak English. Preferred fluency in Russian, German, Italian, Spanish, Portuguese Mandarin.
  • Computer literate and working knowledge of Opera/ PMS.
  • Previous hospitality experience preferred.
  • Work flexible hours, including morning, afternoon, overnight (if needed) and split shifts. Overtime may be required depending on operations needs.
  • Self-motivated with minimal supervision.

Company: Four Seasons Hotels and Resorts

Vacancy Type: Full Time 

Job Location: Victoria, Seychelles

Application Deadline: N/A

Apply Here

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