Hotel Assistant Manager

Job Description

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: Classical grandeur in the heart of Cairo. Flanked by zoological gardens and the western bank of the Nile, our address in Giza’s prestigious First Mall complex puts you in the centre of it all. Catch a glimpse of the river or the Great Pyramids from your room as you head out to explore the ancient wonders, or spend the day by the pool, indulging in an aromatic massage once reserved for Egyptian royalty. Or opt for shopping in the high-end boutiques at the First Mall or experience the best of gastronomy aboard our First Nile Boat, offering panoramic Nile views and brilliant international cuisine. 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: Nile side Egyptian glamour; a sleek setting, our Hotel embodies modern Cairo and its unique cosmopolitan flare. On one side, the Nile glistens in the sun; on the other, a garden view buzzes with life. This stunning r hotel opened in 2002 and has a combination of classic hotel design. Our hotel is connected to a shopping mall, it has 269 units , a heated swimming pool, Spa and Fitness Center, and 11 food and beverage venues. Four Seasons Hotel Cairo at The First Residence is flanked by zoological gardens and the western bank of the Nile, our address in Giza’s prestigious First Mall complex puts you in the center of it all. Catch a glimpse of the river or the Great Pyramids from your room as you head out to explore the ancient wonders, or spend the day by the pool, indulging in an aromatic massage once reserved for Egyptian royalty. Or opt for shopping in the high-end boutiques at the First Mall or experience the best of gastronomy aboard our newly opened First Nile Boat, offering panoramic Nile views and brilliant international cuisine. 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 QUALIFICATION REQUIREMENTS:

• College degree qualified in Hospitality Management preferred.
• A minimum of three years hotel Rooms Division experience rooms, including at least one to two years in an 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 spoken both English & Arabic language skills.
• Strong supervisory and managerial skills are essential, with outstanding demonstrated coaching and development skills.

JOB FUNCTIONS:

• Have a thorough knowledge of the Front Office systems, such as Opera, Web Checkin , Key etc .
• Understands and is able to perform all duties of the Front Office, Guest Services and Concierge Agents as well as Manager on Duty.
• Reviews daily arrivals and departure to ensure proper handling of VIP and return guests, groups etc and escorts them to and/or from their rooms effectively .
• Together for the FO supervisors, reviews late arrivals, next day early arrivals and departures to plan for the next day’s activities. Coordinates arrivals, departures and billing requirements. Blocks rooms for arrivals and ensures 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 to be handled according to 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 Front Office Manager .
• Covers  all Night Manager’s duties when and if needed .
• Has a good understanding of how the hotel system work, and is able to provide the basic trouble-shooting 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 working together to their strongest ability. Ensure positive communication with associates and 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 guest needs, adapt the service style accordingly   
• Actively lobby host and act as a role model for the team   
• At all times strives to represent Four Seasons Astir Palace Athens in 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, up-date procedures and implement them   
• During the absence of the HOD, monitors associates appearance on a daily basis , 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, liaise 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 & monitor Out of Order and Out of Service rooms regularly   

• Promotes the hotels 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 Dinning 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 to organize monthly departmental meetings   
• Attends training sessions both internal and external   
• Has a good knowledge of the emergency duties and responsibilities   
• Reports all disciplinary and grievance matters immediately to FOM   
• Spot checks associates on LQA standards on a weekly basis   
• Ensures that all associates act continuously in an intuitive, engaging and refined manner to internal and external guest   
• Walks in public areas and ensure all in high spec as expect as set by exec team   
• Welcomes and Bid Farewell to all VIP’s and ensure that exec member called where necessary   
• Acts as the 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, ensure all are implemented effective   
• Leads by example to ensure the team is familiar and participate with Four Seasons’ Guest Recognition program, attend all the relevant trainings. 

Safety & Security • Follow company and department 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 emergency situations (e.g., evacuations, medical emergencies, natural disasters). Policies and Procedures • 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, nametags, 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 wel l as t he hotel management team has all rights to change your job functions according to the business needs without any affect in terms of salary or benefits. Communication • Welcome and acknowledge each and 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 callers' name, transferring calls to appropriate person/department , requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. • Provide assistance to 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.