Assistant Front Office Manager

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: 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. 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. About the role The Assistant Front Office Manager oversees the Front Desk operations and responds to a wide variety of guest requests by accurately assessing the guest needs and requests. What you will do • Monitors the Arrival and Departure of Elite guests. • Schedule the Front Desk Supervisors and Receptionists to provide maximum service to guests within budgeted guidelines. • Train the Front Desk team and supervise them in the performance of their duties. • Conduct performance evaluations and discipline employees when needed. • Communicate closely with the night manager and other assistant managers to ensure follow up on special guests, issues/glitches, requests etc. • 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. • Control room rate availability on full house nights to maximize occupancy and revenue while protecting guaranteed reservations. Handle relocation of guests according to established procedures. • Maintain close contact with other hotels with regard to their status on full house nights or blackout dates. • 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 Office Manager. • Review all Paid Outs, Rebates, Petty Cash Reibursements, Direct Billings and other. • Check the cashier’s work at close of shift to ensure all transactions are reconciled with proper approvals and endorsements. • Inspect guest rooms and tour the hotel during each shift, completing maintenance requests through HotSOS as needed. • Complete evening Housekeeping report and follow up on discrepancies. • Assist other departments as required in resolving problems. • Handle guest problems/complaints and requests, keeping the Front Office Manager well informed as to problems and action taken, using the Glitch Database and other communication (verbal and written). • Act in the absence of senior management in all matters concerning safety, security and well-being of hotel guests, patrons and employees. • Utilize the computer systems in place as well as the telephone switchboard. • Assist in emergency situations as per established procedures. • Coordinate arrivals, departures, billing requirements, extensions, and cancellations with sales/catering/reservations etc at any time of day. • Ensure room discrepancies are resolved. • Ability to assist PBX, reservations, valet parking, concierge and bell staff when business levels warrant. • Monitors the VIP Elite guest emails and calls. • Works closely with telephone operator to monitor wake up calls are punctual and meets guests for a seamless departure. • 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

The Assistant Front Office Manager oversees the Front Desk operations and responds to a wide variety of guest requests by accurately assessing the guest needs and requests. Responsibilities include: monitoring Arrival and Departure of Elite guests; scheduling Front Desk Supervisors and Receptionists within budgeted guidelines; training and supervising the Front Desk team; conducting performance evaluations and discipline when needed; communicating with night manager and assistant managers for follow-up on special guests and issues; reviewing daily arrivals/departures for VIP and return guests; managing room rate availability on full house nights to maximize occupancy and revenue; maintaining contact with other hotels regarding full house nights or blackout dates; ensuring adherence to credit procedures and reviewing high balance reports; reviewing Paid Outs, Rebates, Petty Cash Reimbursements, Direct Billings; checking cashier’s work for close-out accuracy; inspecting guest rooms and addressing maintenance through HotSOS; completing evening Housekeeping reports; assisting other departments as required; handling guest problems/complaints and reporting to Front Office Manager; acting in absence of senior management for safety and security; utilizing computer systems and telephone switchboard; assisting in emergencies; coordinating arrivals/departures, billing, extensions, and cancellations with sales/catering/reservations; resolving room discrepancies; assisting PBX, reservations, valet, concierge and bell staff during busy periods; monitoring VIP Elite guest emails and calls; ensuring wake-up calls are punctual; supervising overnight shift staff; coordinating with other departments to ensure standards are met; acting as direct supervisor of Front Desk during overnight shift; responding to a wide variety of guest needs and issues.