Hotel Assistant Manager

About Four Seasons Hotel Abu Dhabi at Al Maryah Island
In a vibrant urban community right on the water, Four Seasons Hotel Abu Dhabi
at Al Maryah Island welcomes guests with bright, open spaces, embracing
expansive views of the city skyline and the sparkling waves of the Arabian
Gulf. On dynamic, upscale Al Maryah Island - Abu Dhabi's business and
lifestyle destination - Four Seasons is located within a ‎34-storey glass
tower, both high-tech and environmentally advanced. Sophisticated new concepts
throughout the Hotel define Four Seasons as Abu Dhabi's most exciting
waterfront location. Blending urban chic and understated luxury, we offer ‎200
light-filled accommodations, including ‎38 suites - all with water views. With
six creative restaurants and lounges, this is Al Maryah Island's premier
location for stylish entertaining. All venues open to outdoor waterfront
terraces and most include private dining rooms. Relaxation awaits in the
radiant Pearl Spa - with separate fitness and treatment facilities for men and
women. Our expansive swimming pool offers a cool social scene with skyline
views. With two bright, airy ballrooms that open onto the water, Four Seasons
is Abu Dhabi's most desirable address for meetings, social events and
weddings. Every moment is elevated by thoughtful Four Seasons service,
anticipating each guest's unique personal needs - whether the goal is relaxing
on vacation or staying efficient for business.
Oversees the Front Desk operations and responds to a wide variety of guest
requests by accurately assessing the guest needs and requests.
Main Duties/Description:
‎1. Monitors the Arrival and Departure of Elite guests.
‎2. Schedule the Front Office Receptionists to provide maximum service to
guests within budgeted guidelines.
‎3. Train the receptionists and supervise them in the performance of their
duties.
‎4. Conduct performance evaluations and discipline employees when needed.
‎5. Communicate closely with the night manager and other assistant managers to
ensure follow up on special guests, issues/glitches, requests etc.
‎6. Review daily arrivals and departure to ensure proper handling of VIP and
return guests, groups etc and escort them to or from their rooms respectively.
‎7. Control room rate availability on full house nights to maximize occupancy
and revenue while protecting guaranteed reservations. Handle relocation (aka
walking guests) of guests according to established procedures.
‎8. Maintain close contact with other hotels with regard to their status on
full house nights or blackout dates.
‎9. Ensure adherence to all credit procedures in the Front Office; review high
balance reports and follow up on credit problems/queries with Accounting and
Front Desk Manager.
‎10. Review all Paid Outs, Rebates, Petty Cash Reibursements, Direct Billings
and other.
‎11. Check the cashier's work at close of shift to ensure all transactions are
reconciled with proper approvals and endorsements.
‎12. Inspect guest rooms and tour the hotel during each shift, completing
maintenance requests through HotSOS as needed.
‎13. Complete evening Housekeeping report and follow up on discrepancies.
‎14. Assist other departments as required in resolving problems.
‎15. Handle guest problems/complaints and requests, keeping the Front Desk
Manager well informed as to problems and action taken, using the Glitch
Database and other communication (verbal and written).
‎16. Act in the absence of senior management in all matters concerning safety,
security and well-being of hotel guests, patrons and employees.
‎17. Utilize the computer systems in place as well as the telephone
switchboard.
‎18. Assist in emergency situations as per established procedures.
‎19. Coordinate arrivals, departures, billing requirements, extensions, and
cancellations with sales/catering/reservations etc at any time of day.
‎20. Ensure room discrepancies are resolved.
‎21. Ability to assist PBX, reservations, valet parking, concierge and bell
staff when business levels warrant.
‎22. Monitors the VIP ‎111 Elite guest emails and calls.
‎23. Works closely with telephone operator to monitor wake up calls are
punctual and meets guests for a seamless departure.
‎24. Supervises the staff of the entire hotel during the overnight shift.
Works closely with the staff from all departments to assure that standards are
being met. Is the direct supervisor of the Front Desk during the overnight
shift Responds to a wide variety of guest requests by accurately assessing the
guest needs and requests and then adding personal recommendations and touches
to achieve maximum customer satisfaction while complying with all Four
Seasons' policies.
‎25. Manages the activities at the Front Desk during the overnight shift.
Directs staff. Ensures communications and follow-up with day shift on any
problems, guest requests or special requirements.
‎26. 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.
‎27. Personally handles all guest relocations according to established
guidelines.
‎28. 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.
‎29. 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.
‎30. Assures that all financial and credit procedures are followed. When
taking a shift at the desk, follows up on credit problems. 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.
‎31. Takes action in all matters related to the safety, security, satisfaction
and well being of hotel guests and employees without requiring special
direction. Responds swiftly and effectively in any hotel emergency or safety
situation.
‎32. 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.
‎33. Utilizes a variety of computer systems to check guests in and out, run
daily reports, run night audit reports, and select and block rooms for
arriving guests.
‎34. Complies with Four Seasons' Category One and Category Two Work Rules and
Standards of Conduct as set forth in EmPact.
‎35. Works harmoniously and professionally with co-workers and supervisors.
‎36. Checks Staff facilities such as Locker Rooms and Staff Dining Room to
assure that they are operating at Four Seasons standards. Communicate to HR
when they are not. Acts as a liaison for overnight shift with HR.
‎37. Assists with responsibilities and duties as required throughout the
hotel.
‎38. Provides basic trouble-shooting support for in-room services such as
Internet, TV movies, games, and Web service.
‎39. Works closely with Bell Staff to ensure smooth handling of guest luggage,
deliveries and special requests.
‎40. Works closely with Security Staff to handle any guest emergency or safety
concerns.