Guest Services Supervisor
hace 2 semanas
About Four Seasons:
Four Seasons thrives on the dedication of our team members. We are a diverse group of individuals who strive for excellence, pushing our limits and treating one another with respect and kindness. Our staff across the globe crafts extraordinary experiences for our guests, residents, and partners through a commitment to luxury and heartfelt service. We understand that the key to empowering our team to deliver these remarkable guest experiences lies in fostering a world-class employee experience and a positive company culture.
At Four Seasons, we value recognizing familiar faces, welcoming newcomers, and treating everyone we encounter with the same respect we wish to receive. Whether you work with us, stay with us, or engage with us, we believe our mission is to create lasting impressions that resonate. This stems from our conviction that life is enriched when we genuinely connect with the people and the world around us.
About the location:
Nestled along Colombia's Caribbean coast in the historic city of Cartagena, Four Seasons is revitalizing a collection of iconic structures dating back to the 16th century. Experience the authentic allure of the Getsemaní neighborhood, where timeless elegance permeates the 131 accommodations, including 27 suites. Engage with the vibrant social scene in four dining establishments and lounges. Host events in two grand ballrooms. Then relax at the Spa, Fitness Centre, and two rooftop pools. With enduring style and legendary service, Four Seasons is establishing Cartagena's new cultural hub. About the role
Oversees and manages the operations of the Front Desk, Communications, Concierge, Bell Staff, and Driveway Staff. Serves as the acting manager in the hotel during the absence of senior management. Responsible for managing shifts at the Front Desk. Addresses a wide range of guest inquiries by accurately assessing their needs and providing personalized recommendations to ensure maximum satisfaction while adhering to all Four Seasons' policies.
Key Responsibilities
Supervises the Front Desk team. Directs all activities of the Assistant Front Office Managers and the Night Manager to ensure effective communication and follow-up on any issues, guest requests, or special needs. Conducts interviews, training, and scheduling for the staff. Reviews and monitors the schedules of staff in related departments. Observes their activities to ensure standards are upheld, staff is supported, and guest needs are met. Addresses customer complaints from all hotel areas, managing all guest interactions with the utmost hospitality and professionalism, accommodating special requests whenever feasible; assists guests with inquiries regarding hotel services, operational hours, key personnel, in-house events, directions, etc. Responds to all guest requests promptly and accurately. Interactions with guests will occur in person and via phone. Coordinates guest arrivals, departures, and billing requirements. Allocates rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups. Ensures compliance with all financial and credit procedures. Reviews all paid-outs, rebates, Petty Cash disbursements, and Direct Billings. Checks cashiers' work at the end of shifts to ensure all transactions are reconciled with appropriate approvals and endorsements. Takes action in all matters related to the safety, security, satisfaction, and well-being of hotel guests and employees when senior management is unavailable. Responds swiftly and effectively to any hotel emergencies or safety situations. Efficiently checks guests in and out, using their names whenever possible. Ensures guests are assigned the type of room requested and the correct rate is charged. Arranges for luggage delivery to guest rooms. Assesses guest satisfaction, collects keys, posts late charges, and presents bills to guests. Accurately settles bills through credit card or cash transactions. Utilizes various computer systems to check guests in and out, generate daily reports, and select and block rooms for arriving guests.Qualifications
An associate or bachelor's degree (Preferred) in Hospitality Management, Hotel Management, Business Administration, or a related field.
Extensive experience in the hospitality industry, particularly in front office operations.
Proficiency in English and Spanish.
Familiarity with property management systems (PMS) such as Opera.
Competence in using office software such as Microsoft Office for reporting, scheduling, and communication.
What we offer:
• Competitive salary 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:
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