MidFull TimeEN
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 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 and handle all inquiries in an efficient, courteous, and professional manner to achieve maximum satisfaction while complying with all Four Seasons’ policies.
Job Responsibilities
General
Builds a motivated and skilled team, leads by example and instils a culture of continuous learning and improvement among employees; actively participates in Employee Relations activities and programs.
Actively plans and manages the career development of every employee through effective coaching, training and by instilling company values; is concerned for employees' continuous development and personal growth.
Organizes and manages the department in accordance with company philosophy and policies, maximizing efficiency and productivity and achieving established goals; promotes harmony between departments.
Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule.
Demonstrates standards awareness, by setting examples for standards execution, standards testing and 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 as specified in the employee handbook.
Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
Conducts daily briefing and monthly departmental meeting (with minutes copied to division head) and participates in meetings when invited.
Provides regular and fair performance feedback to employees, formally and informally as appropriate.
Is seen as a hands-on leader, assists employees in crunch times.
Maintains a clean and orderly work area and 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.
Departmental
Handle all guest interaction with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolve guest complaints; assist guests in all inquiries in connection with resort services, in-house events, directions, 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 in accordance with established policies.
Manage reception and GSA staff; including standards testing, training, and scheduling.
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, Upsell, arrival experience, GES)
Ability to participate in the preparation of a comprehensive annual Rooms Budget.
Manage the Upsell or any other incentive programs efficiently and effectively.
Special Requirements
College degree preferably specializing in hotel/restaurant management or equivalent experience is required.
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
Additional Requirements
International Experience in the Luxury Hospitality Industry
Multilingual (preferably in Mandarin or Russian)
Compliance Policies
Grooming Policy
Confidentiality Agreement
Policy Against Harassment
Electronic Systems Policy
Code of Business Conduct and Ethics
Employee Handbook Acknowledgement Form
