Manage all aspects of Lodge and welcomes and registers Lodge guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the Lodge, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations a
nd touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies,
-Checks in guest in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest and escorts guest in the direction of their room and when necessary takes the guest to their room and provides a room orientation
-Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction.
-Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, and exchanges foreign currency. Reconciles all transactions at the close of each shift.
-Monitors the boutique and assists with guest inquiries and sales.
-Handles all incoming calls both internally and externally and transfer the call to the appropriate destination or assists the caller with their inquiry as appropriate.
-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. Interaction with guest will be in person and by phone.
-Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.
-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.
-Accepts reservations, changes and cancellations in the absence of Reservations Department Staff.
-Dresses in issued uniform and ensures a neat, clean and tidy appearance at all times.
-Reports to work on time, aware of schedule at all times and if unable to attend work, notifies direct supervisor in adequate time as stated in Employee Handbook.
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