Front Office Supervisor

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.

Duties and Responsibilities

· Maintain complete knowledge at all times of:

o All resort features/services, hours of operation

o History of the building

o All room types, numbers, layout, decor, appointments and location

o All room rates, special packages and promotions

o Daily house count and expected arrivals/departures

o Room availability status for any given day

o Scheduled daily group activities / VIP’s

o All Residence types and features

· Understand and be able to perform all duties of the Supervisor, Receptionist and Night Receptionist if needed

· Always use the correct standard and etiquette when answering the telephone

· Have a thorough knowledge of the Front Office systems, such as Opera, goConcierge, HotSos and Vingcard

· Be familiar and promote resort products, services and promotions

POSITION: Front Desk Supervisor

DEPARTMENT: Front of House

REPORTS TO: Assistant Manager & Front Office Manager

SUMMARY: Assist the Front Office Management team to ensure the team delivers the highest quality in Four Seasons brand service standards to consistently meet and exceed all guest and VIP expectations Manage the day to day front desk operations, and ensure each shift complete their check list in timely manner Monitor the flow in the lobby, ensure all amenities in the lobby are in order, such as the pantry, display shelf, sitting area et al. Assist the Assistant Manager to prepare the daily handover, ensure all important and essential information are communicated and understood by the team Be a role model and lead by example to the Receptionists in every aspects of the front desk operations Focus on guest experience by proactively learning guests’ preferences, delivering bespoke service and building the long lasting relationship with guests Participate and lead by example in upselling, preferences collections and other front office programs

EDUCATION: High School or Bachelor Degree, preferably hospitality university background

REQUIREMENTS: Previous luxury hospitality experience preferred Fluent in English, written and verbal

· Understand all promotions and programs such as Four Seasons Elite, Virtuoso, FH&R, Four Seasons Guest Recognition program

· Have an in-depth knowledge of all our room products in order to perform room assignment

· Be able to answer the general queries of reservations and billings

· Support the departmental trainer to organize the training, ensure the team attend training sessions both internal and external

· Understand the structure and standards to ensure a smooth operation between Guest Relations, Butlers, Accounts and Housekeeping

· Monitor Arrivals, Departures, Room Extensions, Late check outs, Queue rooms, etc. and communicate them accordingly

· Ensure all guests received their rooms according to their preferences, and in accordance with the arrival time, if not, alternative room should be arranged in advance

· Liaise with Resort Assistant Managers and Butlers team, ensure all Special Attention Guests rooms/suites are ready in accordance with the arrival time

· Monitor the queue rooms, ensure all rooms are ready within the agreed time frame and guest to be informed, ensure the correct procedure is followed, such as use the ‘locator’ function, use Triton to prioritise the room et al.

· Ensure due out rooms are checked and actioned in time

· Take the lead of shift handover, effectively communicate all information that is essential for the team’s operation

· Ensure policies and procedures are communicated and are correctly followed up by the team

· Liaise with the team on all group arrivals to ensure the rooming lists, accounting instructions and special requests are adhered to

· Cover the Duties of Resort Assistant Manager when and if needed, under the Director of Rooms or Front Office Manager’s supervision

· Continuously strive for new thoughts and ideas to improve and strengthen the Guest Relations team, up-date procedures and implement them

· Monitor associates appearance on a daily basis, ensure the correct dress code and verbiage is adhered to, to maintain our professional image

· Work closely with other departments in a supportive and flexible manner, focusing on the overall success of the resort and the satisfaction of resort guests

· Be responsive to associates needs and problems; be firm, fair and consistent in dealing with challenges

· Constantly keep Front Office management team updated on the performance of the Front Office team

· Spot check the receptionists to ensure the Four Seasons brand and the LQA standards are being adhered to

· Strive to achieve upselling goals by leading by example and motivating the team

· Focus on guest arrival and departure experiences, leading by example to actively learning/recording of guest preferences

· Handle any guest request in a professional manner, and willing to go the extra mile to exceed guest expectation

· Handle any guests issues or complaints in an understanding and hospitable manner, ensure they are resolved and followed through and recorded accordingly

· Respond to all guest requests in a prompt and courteous manner

· Have a good knowledge of the HERT duties and responsibilities

· Report all disciplinary and grievance matters immediately to Front Office Manager

· Report any usual occurrences and any concerns to the Assistant Manager

· Identify departmental needs and collaborates with the Front Office department trainer

· Familiar and participate with Four Seasons’ Guest Recognition program, attend all the relevant trainings

· Comply and adhere to the Four Seasons’ company policies

· Be a “brand ambassador” at all times and ensure brand integrity and clarity are always maintained

· Model the company’s culture, vision, mission and core values at all times

· To carry out any other reasonable requests as directed by Front Office Manager

· To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.

Communication

· To ensure effective communication between all colleagues of the department and also with other departments.

· To ensure and maintain consistent standards through day-to-day communication, daily briefings and on-going training.

· To attend any department training sessions and/or meetings required

Health and Safety

· To ensure a safe workplace by identifying hazards and taking corrective action.

· To maintain compliance with government regulations to ensure a clean and hygienic work environment.

· To comply with and fully understand the laws and regulations regarding licensing, food safety, health and safety, fire equipment and fire training

· To ensure accidents are reported in accordance with procedure

· To respond properly in any emergency or safety situation

Additional Responsibilities

· Conduct self in a professional manner at all times. Adhere to the established standard of conduct and house rules, fire regulations, and department procedures and policies.

· Dress in issued uniform and ensures a neat, clean, and tidy appearance at all times, adhering to the established Grooming Standards Policy