The Four Seasons Hotel Hangzhou at West Lake is looking for
Front Office GRO
who share a passion for excellence and who infuse enthusiasm into everything they do.
The Front Office Supervisor supervises a given shift at the Front Desk. Directs staff that performs the following duties and will also perform these duties on own: welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. 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.
Join our team
We demonstrate our beliefs most meaningfully in the way we treat each other and by the example we set for one another. In all our interactions with our colleagues, we seek to deal with others as we would have them deal with us."
Four Seasons Hotel Hangzhou at West Lake provides employees with the same level of care that we expect to be shared with our guests. We have been ranked in FORTUNE Magazine’s 100 Best Companies to work for since 1998.
ESSENTIAL FUNCTIONS
· Checks in guest 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.
· Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, and exchanges foreign currency. Reconciles all transactions at the close of each shift.
· Assure that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.
· Knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests.
· Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assist 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 making recommendations based on local knowledge and hotel practices.
· Utilizes a variety of computer systems to check guests in and out, run daily reports and select, block rooms for arriving guests, accurately input special arrangements the guest has made and to assure proper billing.
· Stores and retrieves guest luggage and packages.
· Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
· Works harmoniously and professionally with co-workers and supervisors.
· Accepts reservations, changes and cancellations in the absence of Reservations Department Staff.
· Can answer guest calls and direct them appropriately in the absence of a Communications Operator.
NON-ESSENTIAL FUNCTIONS
· Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Bell Staff, Boutique, and lobby coverage.
· Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
OTHER
· To perform other tasks or responsibilities assigned by managers.
Preferred Qualifications and Skills
o Diploma or above education background.
o Internship experience within the Front Office at similar luxury hotel is a plus.
o Excellent reading, writing & oral proficiency in both English and Mandarin language.
o Mandarin speaking is a must and work authorization in China is required.
Join us and Enjoy…
o An opportunity to build a life-long career with global potential and a real sense of pride in work well done
o Best-in-industry training
o Complimentary stays at Four Seasons properties (based on availability) with discounted meals
o Incentive bonus/competitive salaries
o Employee service awards
o Annual employee party/social and sporting events
