Apply on Employer Site

Four Seasons Hotels and Resorts · 1 day ago

Night Manager - One Dalton Street, Boston

Boston, MA

Full-time

Onsite

Entry, Mid Level

$87K/yr - $87K/yr

2+ years exp

Four Seasons Hotels and Resorts is a luxury hotel company committed to exceptional guest experiences. The Night Manager at Four Seasons Hotel One Dalton Street, Boston is responsible for supervising hotel staff during the overnight shift, ensuring guest satisfaction, and managing front desk operations.

HospitalityHotelLeisureRental PropertyTravel

No H1B

Responsibilities

Manages the activities at the Front Desk during the overnight shift. Directs staff. Ensures communications and follow-up with day shift on any problems, guest requests or special requirements

Frequently tours the hotel and monitors the activities of all other departments. Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met

Personally handles all guest relocations according to established guidelines

Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; 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

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

Assures that all financial and credit procedures are followed. When taking a shift at the desk, follows up on credit problems. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements

Takes action in all matters related to the safety, security, satisfaction and well being of hotel guests and employees without requiring special direction. Responds swiftly and effectively in any hotel emergency or safety situation

Checks guest in and out 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. 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

Utilizes a variety of computer systems to check guests in and out, run daily reports, run night audit reports, and select and block rooms for arriving guests

Checks Staff facilities such as Locker Rooms and Staff Dining Room to assure that they are operating at Four Seasons standards. Communicate to HR when they are not. Acts as a liaison for overnight shift with HR

Qualification

Luxury hotel experienceFront office PMS knowledgeSupervisory skillsCustomer serviceEnglish proficiency

Required

Supervises the staff of the entire hotel during the overnight shift

Works closely with the staff from all departments to assure that standards are being met

Is the direct supervisor of the Front Desk during the overnight shift

Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons' policies

Manages the activities at the Front Desk during the overnight shift

Directs staff

Ensures communications and follow-up with day shift on any problems, guest requests or special requirements

Frequently tours the hotel and monitors the activities of all other departments

Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met

Personally handles all guest relocations according to established guidelines

Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible

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

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

Assures that all financial and credit procedures are followed

When taking a shift at the desk, follows up on credit problems

Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings

Checks cashiers' work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements

Takes action in all matters related to the safety, security, satisfaction and well being of hotel guests and employees without requiring special direction

Responds swiftly and effectively in any hotel emergency or safety situation

Checks guest in and out 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

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

Utilizes a variety of computer systems to check guests in and out, run daily reports, run night audit reports, and select and block rooms for arriving guests

Checks Staff facilities such as Locker Rooms and Staff Dining Room to assure that they are operating at Four Seasons standards

Communicate to HR when they are not

Acts as a liaison for overnight shift with HR

Education: College degree preferred

Experience: 2-3 Years luxury hotel experience in an operational supervisory role

Experience with computers and knowledge of key front office PMS is a must

Skills and Abilities: Ability to read, write and English

No. of employees supervised: Up to 3 directly, 20 indirect on any particular shift

Travel required: None

Visa Requirements: Visa sponsorship is not available. Must already be legally permitted to work in the United States