Four Seasons
hospitality
FrontOfficeManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Front Office Manager at Four Seasons. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement. manage the front desk, concierge and guest service staff. ensuring a positive and safe work environment”
What You'll Achieve.
achieve maximum satisfaction; maximizing efficiency and productivity; achieving established goals; achieve established product and service goals; Ensures that departmental KPIs are met (Profile completeness, Upsell, arrival experience, GES)
Industry & Context.
resolve guest issues; implementing action plans
What They're Looking For.
Must Have
Two years employment in a related position with Four Seasons or another organization, Proven leadership and supervisory experience, Working knowledge of the Front Desk and Concierge aspect of Four Seasons services, policies and operations, Be computer literate and fully conversant with Rooms Division’s computer systems, Requires reading, writing and oral proficiency in the English language
Nice to Have
International Experience in the Luxury Hospitality Industry, Multilingual (preferably in Mandarin or Russian)
What You'll Do.
manage the front desk
concierge and guest service staff
ensuring a positive and safe work environment
Oversee the arrival and departure process for all guests
Ensure all guests receive the highest level of service
handle all inquiries in an efficient
and professional manner
achieve maximum satisfaction while complying with all Four Seasons’ policies
Builds a motivated and skilled team
instils a culture of continuous learning and improvement
Actively plans and manages the career development of every employee
Organizes and manages the department in accordance with company philosophy and policies
maximizing efficiency and productivity
achieving established goals
promotes harmony between departments
care and genuine enthusiasm when dealing with guests and internal customers
lives the Golden Rule
Demonstrates standards awareness
setting examples for standards execution
implementing action plans to achieve established product and service goals
Prepares annual plans and forecasts
consistently monitors and manages budgetary goals
Maintains an organized administration of departmental and personnel records
including rostering and leave planning
Ensures employees adhere to the code of conduct and grooming & hygiene standards
Conducts daily briefing and monthly departmental meeting
participates in meetings when invited
Provides regular and fair performance feedback to employees
Is seen as a hands-on leader
assists employees in crunch times
Maintains a clean and orderly work area
ensures tools & equipment are well maintained and in sufficient supply
Promotes and ensures a safe working environment
Performs any other cognate duties as and when required
Handle all guest interaction with the highest level of hospitality and professionalism
accommodating special requests whenever possible
assist guests in all inquiries in connection with resort services
and local attractions
Work harmoniously and professionally with co-workers and supervisors
Handle check ins and check outs for arriving and departing guests
Handle a multi-phone line system
answering calls in a professional manner
Manage reception and GSA including standards testing
Monitor and control labor and expenses
Ensure the highest level of service to all guests and resolve all glitches
Ensure maintenance work orders are complete
Provide rates and quotes based on room type for current and future dates
Inspect and ensure proper maintenance of Lobby is clean and in good repair
Provide directions and locations of local attractions and restaurants to guests
Ensure standards test are completed daily and trainings are completed according to deadlines
Attend all required meetings
Works closely with revenue department to monitor room inventory and upsell
Ensures that departmental KPIs are met (Profile completeness
Ability to participate in the preparation of a comprehensive annual Rooms Budget
Manage the Upsell or any other incentive programs efficiently and effectively
How You'll Work.
Team & Collaboration
cross-functional coordination; promotes harmony between departments; Work harmoniously and professionally with co-workers and supervisors; Works closely with revenue department
Communication Scope
oral proficiency in the English language
Process & Methodology
resource planning, annual plans, forecasts, budgetary goals, preparation of a comprehensive annual Rooms Budget
Full Job Description
**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 secluded oasis at the edge of an idyllic lagoon! On the east coast of Mauritius, lapped by turquoise waters perfect for water sports, our relaxing Resort is filled with lush greenery and dramatic views everywhere you turn. Each stylish villa and residence feature its own private garden and pool – just like the home for the Resort’s resident giant tortoises. After a day exploring the Indian Ocean or playing unlimited golf at both our Ernie Els-designed course and Bernhard Langer signature course, unwind at our award-winning Spa and raise a glass at one of our exciting dining venues. Mauritius is teeming with opportunities for your next day’s adventures. This beautiful resort opened in October 2008, and has 90 one-bedroom villas, 1 Presidential Suite, 45 two-to-five-bedroom residential villas, 5 stunning Food and Beverage venues in addition to managing an off-property beach bar/restaurant, an award-winning over water Spa, 2 tennis courts and a fitness center. _Purpose_ To manage the front desk, concierge
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