Guest Services Manager

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:

In the heart of Worli - the business hub of India’s largest city and close to the entertainment and commercial district of Lower Parel, Four Seasons Hotel Mumbai is a chic urban oasis with an intimate, boutique atmosphere. The brand's first hotel in India, Four Seasons Hotel Mumbai echoes 'Powerhouse Luxury' in the city that never sleeps. Known for unparalleled food & beverage options such as those at AER Mumbai, an award-winning rooftop bar, as well as San:Qi, a city-favourite pan-Asian restaurant with wine bar, private dining rooms, four open-style kitchens overseen by master craftsmen and an extensive menu offering Indian, Chinese, Thai and Japanese delicacies.

Basic Function:

• Reporting to the Front Office Manager, this vital department-head role forms part of the Front Office Management team and assists the Front Office Manager in managing the hotel lobby and arrival/departure experience of the hotel.  With overall responsibility for our guest's arrival and departure experience, driving Four Seasons standards is key to individual and team success. 

Role and Responsibilities

• Interviews, trains and schedules the Bell Staff, Airport Staff and Door Staff. Supervises day-to-day performance of the staff.  Coaches staff to achieve Core and Service Culture standards. Conducts performance reviews. Disciplines staff as needed.
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists 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. 
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
• Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
• Works harmoniously and professionally with co-workers and supervisors.
• Works closely with Front Desk, Reservations, Door Staff, Bell Staff and Valet Parking to assure smooth handling of guest arrivals and departures.
• Ensure safety of Stored guest luggage and packages.
• Utilizes a variety of software programs to accurately input special arrangements the guest has made and to assure proper billing.
• Coordinate with the Group Manager, the groups logistical needs that are linked with the Guest Services Department.
• To coordinate with the Banqueting Manager, the events logistical needs that are linked with the Guest Services Department.
• Ensure assistance is provided to the Director of Rooms/ Front Office Manager in forecasting and budgeting of revenues and expenses for all areas under control.
• Keep business mail strictly for business purposes only and follow E-mail etiquette and standards when sending or receiving mails.
• Reporting any problems, issues or guest disturbance immediately to the in charge to take proper action and to follow up with the guest to ensure guest satisfaction.
• Ensuring a smooth check-in and check-out of all guests
• Reviewing daily arrivals (including VIPs, special guest requests, group needs) and assigning rooms
• Coordinating with respective supporting departments especially Housekeeping to ensure all guest requests are met
• Personally managing and making personal contact with all VIP, suite guests and frequent return guests
• The ability to schedule all Guest Service staff (Bell staff, Valet Parking, fleet chauffeurs and Door staff) to ensure maximum guest satisfaction within budgeted guidelines.
• The ability to handle guest complaints or problems relating to Guest Service with professionalism and maturity, keeping the Front Office Manager well informed as to problems and actions taken
• The ability to create action plans to rectify reoccurring Guest Services glitches, including the ability to put in places a training program for rectification and retraining of the Guest Service team when needed
• The ability to respond properly in any hotel emergency or safety situation
• The ability to coordinate the welcoming of all curbside guests and V.I.P.
• Coordination of management lobby presence during peak arrival and departures of groups and events
• The ability to perform other tasks or projects as assigned by hotel management and staff
• Ability to perform Concierge & Reception tasks and cover when necessary.
• Ability to inspect rooms and provide standard testing in all Rooms Departments
• Work closely with the Reservations Manager on room availability and selling strategy to maximize occupancy, revenue and rate on a day to day basis. Particularly on sold-out nights and maximizing revenue for Limo.
• To be entirely flexible and be able to be rotated within the different sub departments of the Rooms Division as assigned and to positively accept any changes within the department in light of business demands.
• To be flexible with changes in scheduling and shift timings according to business needs.
• To attend shift briefings, training and meetings as and when required.
• Consistently driving the team to achieve high guest experience scores in social media platform such as Medallia, Trip Advisor etc.
• Efficient handling of transport to ensure availability of cars at any given time.
• Actively coordinates with Front Desk/HAM to ensure curb side check in meets the company target.
• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Bell stand, and Lobby coverage.
• Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
• Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests.

Education:                                             College degree                    

Experience:                                           5 – 6 Years’ experience in Front office           

Skills and Abilities:                              Ability to read, write and English.

No. of employees supervised:          12-15 directly. 20-22 indirectly.

Hours required:                                   Nine-hour shift; scheduled days and times may vary based on need.