Hotel Assistant Manager

Hotel Assistant Manager

Four Seasons Hotel Cairo at The First Residence

Four Seasons Hotel Cairo at The First Residence is looking for a talented and experienced Hotel Assistant Manager who shares our passion for excellence and is enthusiastic about creating the ultimate experience.

About The Role

Hotel Assistant Manager who shares our passion for excellence and is enthusiastic about creating the ultimate experience.

What You Will Do

A college degree in Hospitality Management is preferred.

A minimum of three years of hotel Rooms Division experience, including at least one to two years in a leadership position.

Excellent personal presentation and interpersonal skills, good problem-solving ability, and proficient in Hotel property management systems, in particular Opera.

Fluent in reading, writing, and speaking both English & Arabic language skills.

Strong supervisory and managerial skills are essential, with outstanding demonstrated coaching and development skills.

Have a thorough knowledge of the Front Office systems, such as Opera, Web Checkin, Key, etc.

Understands and can perform all duties of the Front Office, Guest Services, and Concierge Agents, as well as the Manager on Duty.

Reviews daily arrivals and departures to ensure proper handling of VIP and return guests, groups, etc, and escorts them to and/or from their rooms effectively.

Together with the Front Office supervisors, reviews late arrivals, next day early arrivals, and departures to plan for the next day’s activities. Coordinates arrivals, departures, and billing requirements. Blockings rooms for arrivals and ensure any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return guests, and groups.

Liaise with the team on all group arrivals to ensure the rooming lists, accounting instructions, and special requests are adhered to.

Communicates closely with the Night Manager and other Assistant Managers to ensure follow-up on special guests, glitches, etc., keeping FOM/FDM well informed as to problems and actions taken, using the Glitch Database and other communications (verbal and written).

Guest follow-ups and glitches are to be handled according to the Hotel’s empowerment guidelines.

Ensures adherence to all credit procedures in the Front Office, reviews high balance reports, and follows up on credit problems/queries with Accounting and the Front Office Manager.

Covers all Night Manager’s duties when and if needed.

Has a good understanding of how the hotel system works, and can provide basic troubleshooting support for in-room services such as Internet, games, and Web Service.

Be fully familiar with the fire panel operation and the Duty Manager’s role as controller in an alarm situation.

Motivates and provides a working environment in which associates are productive and work together to their fullest ability. Ensure positive communication with associates and the manager, keeping morale high.

Handles any guests’ issues or complaints in an understanding and hospitable manner, ensures they are resolved and followed through in the most appropriate and best manner.

Be able to read the guests and sense the guests' needs, and adapt the service style accordingly.

Actively lobby the host and act as a role model for the team

At all times strives to represent Four Seasons Astir Palace Athens in the most professional, courteous, and efficient manner

Assists with managing the performance of the Front Office team to ensure the team delivers the highest quality and Four Seasons brand service standards to consistently meet and exceed all guest expectations

Communicates all new policies and procedures to all associates

Continuously strives for new thoughts and ideas to improve and strengthen the Front Office team, update procedures, and implement them

During the absence of the HOD, monitors associates' appearance daily, ensures the correct dress code is adhered to, to maintain our professional image

Always uses the correct standard and etiquette when answering the telephone

Works together with the FOM/FDM with regards to VIP’s and any special procedures which may be necessary

Works closely with other department heads and deputies in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests

Is responsive to associates' needs and problems; is firm, fair, and consistent in dealing with challenges

Attends training sessions, both internal and external

Constantly keeps the FOM/FDM updated on the performance of the Front Office team

Spot checks the Front Office Team’s performance to ensure the Four Seasons’ brand standards are being adhered to

Ensures the number of open folios is kept minimum, liaises with related departments to resolve them in due course, maintains a good tracking record of all ongoing cases

Monitors and updates to open folio & PM Excel sheet

Strives to achieve upselling goals by leading by example, providing training, and motivating the team

Coordinates with FO supervisors' room assignments & monitors Out of Order and Out of Service rooms regularly

Promotes the hotel's facilities effectively

Takes an active role in the preparation of Reviews/Appraisals with the FOM/FDM

Understands the structure and standards to ensure a smooth operation between Front Office, Concierge, In-Room Dining Butlers, Accounts, and Housekeeping

Leads the daily handovers, contributing and communicating relevant issues.

Conducts the morning meeting in the absence of FOM/FDM

Responds to all guest requests in a prompt and courteous manner

Assists the FOM/FDM in organizing monthly departmental meetings

Attends training sessions, both internal and external

Has a good knowledge of the emergency duties and responsibilities

Report all disciplinary and grievance matters immediately to FOM

Spot checks associates on LQA standards every week

Ensures that all associates act continuously in an intuitive, engaging, and refined manner to internal and external guests

Walks in public areas and ensures all are in high spec as expected, as set by the exec team

Welcomes and bids farewell to all VIP’s and ensures that the executive member is called where necessary

Acts as a role model to actively learn from our guests, and record their preferences for future

Leads the Guest Focus Programs: long-staying, milestone, preference collection, upsell, and ensures all are implemented effectively

Leads by example to ensure the team is familiar and participates in Four Seasons’ Guest Recognition program, and attends all the relevant trainings.

• Follow company work-related safety and security policies and procedures to ensure a clean, safe, and secure environment.

• Report work-related accidents or other injuries immediately upon occurrence.

• Follow policies and procedures for the safe operation and storage of tools, equipment, and machines.

• Use proper equipment, wear appropriate personal protective clothing, and employ correct lifting procedures, as necessary, to avoid injury.

• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

• Complete appropriate safety training and certifications to perform work tasks.

• Follow property-specific procedures for handling emergencies (e.g., evacuations, medical emergencies, natural disasters).

• Follow company and department policies and procedures.

• Protect the privacy and security of guests and coworkers.

• Maintain confidentiality of proprietary materials and information.

• Ensure uniform, name tags, and personal appearance are clean, hygienic, professional, and in compliance with company policies and procedures.

• Perform other reasonable job duties as requested by Supervisors as well as the hotel management team, has all right to change your job functions according to the business needs without any effect in terms of salary or benefits.

• Welcome and acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

• Talk with and listen to other employees to effectively exchange information.

• Speak to guests and co-workers using clear, appropriate, and professional language.

• Answer telephones using appropriate etiquette, including answering the phone within 3 rings, answering with a smile in one's voice, using the caller's name, transferring calls to the appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

• Assist coworkers, ensuring they understand their tasks.

• Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email).

What We Offer

Competitive Salary, wages, and a comprehensive benefits package

Excellent Training and Development opportunities

Complimentary Dry Cleaning for Employee Uniforms

Complimentary Employee Meals

Complimentary stays at FS properties (based on availability), with discounted meals.

Dental and medical/disability/life insurance

Retirement benefits/pension

Employee service awards

Annual employee party/social and sporting events

Schedule & Hours

Full–Time Job with 5 working days a week.