Resort Assistant Manager

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:

Nestled in Koh Samui's breathtaking coastline, Four Seasons Resort Koh Samui is an oasis of elegance and serenity amidst the azure waters of the Gulf of Thailand. Spanning 42 acres of lush landscapes with tranquil lagoons and cascading waterfalls, the resort exudes a sense of profound connection to the island's maritime charm. The resort boasts 70 sumptuously designed Villas and Residences that encapsulate the essence of traditional Thai elegance. Drawing inspiration from the time-honored Southern Thai architecture, the accommodations seamlessly blend intricate local craftsmanship with contemporary comforts. Each abode offers unparalleled views of the expansive sea and the surrounding coconut groves, ensuring guests are immersed in nature's embrace. Four Seasons Resort Koh Samui, where the essence of Thai luxury meets the whispers of the ocean, promises an experience that is both timeless and enchanting.

Resort Assistant Manager

About The Role

The Resort Assistant Manager oversees the Front Desk operations and acts as the manager on duty in the hotel when senior managers are not available. Directs staff that performs the following duties and will also perform these duties on own: welcoming and registering hotel guests, explaining the accommodations and establishing credit or method of payment. Checking guest out of the hotel, preparing and explaining the bill. Responding 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. This role involves strategic planning, and guest satisfaction to ensure the highest standards of service and profitability.

The position reports to Front Office Manager as well as Director of Rooms and Residences.

What You Will Do

• Effectively communicates all details to relevant department of seamless execution. Prepare the welcome card and personalized amenities.
• Deliver a personalized, memorable and unique experience to the designated guests. Welcome and meet guests upon arrival and escort them to the villa as well as connect with guest during stay and upon departure.
• Assist guest in all inquiries in connection with resort services. Is fully knowledgeable of all resort facilities, operations hours, key contact personnel, in-house events, directions as well as fire, safety and emergency procedure.
• Handle all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Actively offer service beyond guest's expectation and ensure a memorable and personalized stay.
• Resolve guest complaints and find opportunities to recognize and personalize the service experience for all guests.
• Handle multiple tasks (Reception, Cashier, Concierge and Operator). Assist the team and buggy driver during crunch time.
• The ability to quote and be familiar with room and rate availability for current and future dates.
• The ability to accept reservations, changes and cancellations in the absence of reservations staff.
• The ability to select and block rooms for arriving guests; pre-register individuals or groups as required; assist in escorting VIPs and return guests to their rooms as requested.
• The ability to schedule the Front Office Receptionists/Cashiers to provide maximum service to guests within budgeted guidelines.
• The ability to train Receptionists/Cashiers and supervise them in the performance of their duties.
• The ability to conduct performance evaluations and discipline employees when needed.
• The ability to communicate closely with the Front Desk Manager and other Assistant Managers to ensure follow-up on any special problems, and guest requests.
• The ability to review daily arrivals to ensure proper handling of V.I.P.s and Return Guests, groups, etc. and to escort V.I.P.s and Return Guests to their rooms.
• The ability to ensure adherence to all credit procedures in the Front Office; review High Balance Report and follows up on credit problems with Credit Manager and Front Office Manager, as well as maintain PCI compliance.
• The ability to review all Paid Outs, Rebates, Petty Cash disbursements, Direct Billings.
• The ability to check cashiers work at close of shift to ensure all transactions are reconciled with proper approvals and endorsements.
• The ability to inspect guest rooms and support the rooms operation during each shift.
• The ability to assist evening housekeeping requirements and reports.
• The ability to assist other departments as required in resolving problems. The ability to handle guest problems and complaints, keeping Front Desk Manager well-informed as to problems and action taken.
• The ability to act in the absence of senior management in all matters concerning the safety, security and well-being of hotel guests, patrons, and employee.
• The ability to utilize the computer systems in house as well as the telephone switchboard.
• The ability to coordinate arrivals, departures and billing requirements with sales and catering management.
• The ability to ensure room discrepancies are resolved.
• The ability to respond properly in any hotel emergency or safety situation.
• The ability to perform other tasks or projects as assigned by hotel management and staff.
• The ability to assist PBX, Reservations, Valet Parking, Concierge, and bellman when business levels warrant.
• The ability to cover overnight relief shifts on a rotational basis and handle all job duties required with this role.
• The ability to run daily operations Morning Briefing, present guest information and glitches including follow up as needed.
  
  

What You Bring

• Must have existing work authorization to work in the country of Thailand
• Proven experience in a similar role within a luxury hotel or resort.
• Excellent communication, problem-solving, and guest service skills and a strong team player.
• Excellent personal presentation and interpersonal skills.
• Proficiency in hotel management software and systems.
• Warmth, care and genuine enthusiasm when dealing with guests and internal customers.
• Commitment to upholding Four Seasons Service and Culture standards.
• Ability to handle multiple tasks and remain calm under pressure.
• Ability to function effectively in an unsupervised environment.
  
  

What We Offer

• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Complimentary Accommodation at other Four Seasons Hotels and Resort
• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary Employee Meals
  
  

Schedule & Hours

• This is a full-time position
• The working hours will primarily be early morning, days and nights, during weekdays and weekends.