- Location
- Puerto Rico, United States of America
- Type
- Full-time
- Seniority
- Manager
- Closing date
- Today
- Source
- Workday
Description
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:
Nestled along a two-mile (3.2-kilometre) stretch of beach in Puerto Rico’s Bahia Beach community, Four Seasons Resort and Residences Puerto Rico is also surrounded by its own 483-acre (195-hectare) private nature reserve. The property is seamlessly integrated with its natural surroundings, allowing guests and residents to immerse themselves in the white sand beaches, verdant walking trails, and myriad outdoor activities – from golf, tennis, swimming and beyond.About the role:
Directs and controls the activities of the Front Desk and Guest Services. Acts as the manager on duty in the hotel when senior managers are not available. Will manage shifts at the Front Desk. 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.
What you will do:
Manages the employees at the Front Desk and Guest Services. Directs all activities of the Asst. Front Office Managers, the Night Manager and Guest Services Supervisor to ensure communications and follow-up on any opportunities, guest requests or special requirements.
Interviews, trains and schedules the employees. Conducts Performance Evaluations and disciplines employees when needed.
Reviews and monitors the schedules of employees. Monitors their activities to ensure that standards are being met, employees are being supported, and guest needs are being met.
Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism.
Coordinates arrivals, departures and billing requirements. Blocks rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Elite Guests, Special Attention Guests, Return Guests, and Groups.
Assures that all financial and credit procedures are followed.
Monitor guest satisfaction metrics, online reviews, and internal feedback to drive continuous improvement
Train, coach, and support teams in service standards, emotional luxury, and personalized interactions
Support VIP guests, special events, and bespoke experiences
Ensure compliance with Four Seasons policies, health and safety standards, and local regulations
What you bring:
Previous experience in Front Desk operations or guest experience leadership within luxury hospitality
A genuine passion for service excellence and creating memorable guest moments
Strong leadership, communication, and interpersonal skills
High emotional intelligence and the ability to manage guest concerns gracefully
Detail-oriented mindset with a proactive, hands-on approach
Ability to work flexible schedules, including evenings, weekends, and holidays
Cultural awareness and comfort engaging with an international clientele
What we offer:
Energizing Employee Culture where you are encouraged to be your true self!
Competitive salary and a comprehensive benefits package
Market-leading pay and benefits (Medical, Dental, Vision and Retirement Savings Plan)
Complimentary accommodation at other Four Seasons Hotels and Resorts
Complimentary dry cleaning for business clothing
Complimentary employee meals
Paid holidays, vacation, and sick days
Culinary, retail and wellness experiences at special rates
Schedule & Hours:
• Rotating Schedule and Hours
Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
