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Night Manager - Osaka, 日本 - Four Seasons Hotels and Resorts
説明
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:
What you will do
Manages the staff at the Front Desk during overnight shift. 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 with Housekeeping.
Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups accordingly to the guest preferences and requests.
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. Works closely with Security to ensure guest and staff safety is a priority.
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 in a timely manner. Ensure all glitches are recorded accordingly.
Handles all glitches based on facts and investigate all glitches accurately. To be neutral at all times maintaining professionalism.
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 the 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. Walked all VIPs room prior to their arrival ensuring all preferences and request are provided accordingly.
Worked closely with Room Service and Housekeeping team. Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.
Performs Night Audit correctly and ensuring reports are distributed as required. Ensures all rates checks and high balances are monitored and follow up accurately.
Prepares discrepancy reports and keep the Front Office Manager informed of all activities during the night shift. Routine rounding of the hotel environment including Front & Back of the House, Food & Beverage outlets and public spaces to ensure everything is in working condition.
Reports any damages or repairs work on a timely manner and follow up the work has been completed. Ensures that employees grooming are up to standard. Keep Department Head well informed of any area of concerns.
Complies with Four Seasons' Category One and Category Two Work Rules and Standards of Conduct as set forth in Employee Handbook.
Works harmoniously and professionally with co-workers and supervisors. Accepts reservations, changes and cancellations in the absence of Reservations Department Staff.
Makes confirmation for guest with regards to their booking.
Can answer guest calls and direct them appropriately in the absence of a Communications Operator.
Must be familiar with Four Seasons Hotels & Resorts standard training manual and service culture.
Ability to understand the Policy & Procedure and operating manuals.
Prepare all reports and follows financial policies strictly Walks the areas and represents the hotel in case of emergency
What you bring
Education: Preferably Graduate from Hospitality School & Complete High School
Experience: Minimum two years in current role;
OR. Has a minimum of four years' experience in front desk's operation in a senior position.
Skills and Abilities:
Has ability to read and write in English and Japanese
Foreign language is a plus.
Has the ability to conduct training classes.
What we offer:
• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Complimentary Accommodation at other Four Seasons Hotels and Resorts
• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary Employee Meals
Schedule & Hours:
Full-time position
Worked on public holidays, shifts and additional shifts when deemed necessary based on hotel occupancy and business requirements.
