Front Desk Manager

About the role

Four Seasons Resort Peninsula Papagayo in Costa Rica is looking for a Front Desk Manager. The role directs and controls the activities of the Front Desk and CORE staff, acts as manager on duty when senior managers are unavailable, manages shifts at the Front Desk and handles a wide range of guest requests while complying with Four Seasons' policies.

Key responsibilities

• Manage the Front Desk staff, direct the Assistant Front Desk Managers, interview, train and schedule staff, conduct performance evaluations and discipline staff when needed
• Monitor schedules and activities of staff in other departments to ensure standards are met and guest needs are met
• Resolve customer complaints across the hotel, handle guest interactions with the highest level of hospitality and respond to guest requests in person and by phone
• Coordinate arrivals, departures and billing, block rooms, review daily arrivals for special attention, return and group guests, and follow credit procedures
• Review paid-outs, rebates, petty cash disbursements and direct billings, check cashiers' work at the end of shift and reconcile transactions
• Handle emergencies and safety situations, and act in matters affecting guest and employee safety and well-being when senior managers are absent
• Check guests in and out efficiently, assign the requested room type and correct rate, arrange luggage delivery, issue keys, collect keys, post late charges and settle bills by credit card or cash
• Use computer systems to check guests in and out, run daily reports and block rooms for arriving guests
• Comply with Four Seasons' Category One and Category Two Work Rules and Standards of Conduct, and work professionally with co-workers and supervisors

Required profile

• Fluency in English and Spanish, with excellent verbal and written communication skills
• At least 5 years of experience in luxury hospitality
• At least 2 years of experience in a Front Office leadership role

What we offer

• Competitive salary, wages and a comprehensive benefits package
• Excellent training and development opportunities
• Employee discount for stays at any Four Seasons worldwide
• Complimentary dry cleaning for employee uniforms and complimentary employee meals
• Full-time schedule