Resort Assistant Manager

Purpose 

Assists the Department Head in managing and supervising the Front Office Operations of the Hotel 

Job Responsibilities 

General 

• Builds a motivated and skilled team, leads by example and instils a culture of continuous learning and improvement among employees; actively participates in Employee Relations activities and programmes. 

• Actively plans and manages the career development of every employee through effective coaching, training and by instilling company values; is concerned for employees' continuous development and personal growth. 

• Organizes and manages the department in accordance with company philosophy and policies, maximizing efficiency and productivity and achieving established goals; promotes harmony between departments. 

• Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule. 

• Demonstrates standards awareness, by setting example for standards execution, standards testing and implementing action plans to achieve established product and service goals. 

• Prepares annual plans and forecasts, consistently monitors and manages budgetary goals. 

• Maintains an organized administration of departmental and personnel records, including rostering and leave planning.  

• Ensures employees adhere to the code of conduct and grooming & hygiene standards as specified in the employee handbook. 

• Comply with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.  

• Conducts daily briefing and monthly departmental meeting (with minutes copied to division head) and participates in meetings when invited. 

• Provides regular and fair performance feedback to employees, formally and informally as appropriate. 

• Is seen as a hands-on leader, assists employees in crunch times. 

• Maintains a clean and orderly work area and ensures tools & equipment are well maintained and in sufficient supply. 

• Promotes and ensures a safe working environment.  

• Performs any other cognate duties as and when required. 

Departmental 

Ensuring a smooth check-in and check-out of all guests 

Handling all guest complaints and keeping management informed as necessary and ensuring all glitches are reported and resolved in a timely manner 

Managing and operating all front of the house departments of Rooms Division - such as Guest Services, Front Desk, Concierge, Business Centre and Transportation 

Ensure Concierge services are provided with high quality and as per high standards of expectations from a FS Concierge 

All VIP and suite guests' amenities, special requests and welcome cards are in order prior to arrival of the guests 

All Limousine arrival guests must be received at curb side and escorted and registration completed in the room when possible 

Assistant Managers and staff to be actively present and hands on in the day to day operations of the Front Office. 

Ensure Concierge Database is updated regularly and "insightful' information is keyed in accurately and in a timely manner 

Work closely with Reservations Manager on room availability and selling strategy to maximize occupancy, revenue and rate on a day to day basis especially on sold out days 

Ensure Lobby Lizard duties are carried out consistently by all concerned managers 

Special Requirements 

• College degree preferably specializing in hotel management or equivalent experience is required. 

• Three to four years employment in a related position within a 5-star Resort/ Hotel  

• Proven leadership and supervisory experience. 

• Working knowledge of the Front Desk and Concierge aspect of Four Seasons services, policies and operations. 

• Be computer literate and fully conversant with working knowledge of PMS like Fidelio, Opera and Micros. 

• Proficiency in Property Management System is preferred  

• Requires reading, writing and oral proficiency in Arabic and English language. 

• Possesses aptitude, management skills and upward mobility