Assistant Front Desk Manager

About the role

At Four Seasons Resort Peninsula Papagayo in Costa Rica, the Assistant Front Desk Manager oversees Front Desk operations and acts as manager on duty when senior managers are unavailable. The role directs and performs front office duties such as guest registration, check-out and billing, and handles guest requests and complaints.

Key responsibilities

• Manage the Front Desk staff: interview, train and schedule them, conduct performance evaluations and discipline when needed (20%).
• Coordinate arrivals, departures and billing with Sales and Catering, block rooms and review daily arrivals for special attention, return and group guests (10%).
• Ensure financial and credit procedures are followed, follow up on credit issues, review paid-outs, rebates, petty cash and direct billings, and reconcile cashiers' work at the end of each shift (10%).
• Act on safety, security and guest and employee well-being matters and respond to emergencies when senior managers are absent (10%).
• Resolve customer complaints across the hotel, handle guest interactions with high professionalism and answer guest requests in person and by phone (10%).
• 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 (10%).
• Use computer systems to check guests in and out, run daily reports and block rooms (5%).
• Comply with Four Seasons' Category One and Category Two work rules and standards of conduct (10%).
• Work harmoniously with colleagues and supervisors (10%).
• Accept reservations, changes and cancellations and answer guest calls when Reservations and Communications staff are absent (5%).

Required profile

• Fluency in English and Spanish, with excellent verbal and written communication skills.
• At least 3 years of experience in luxury hospitality.
• At least 1 year 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 on stays at any Four Seasons property worldwide.
• Complimentary dry cleaning for employee uniforms and complimentary employee meals.
• Full-time schedule.