Front Desk 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:

Old-world elegance along the Caspian Sea. Straddling the Middle East, Europe and Asia, the enigmatic capital of Azerbaijan sits on the coast of the opal-blue waters of the Caspian Sea, with the Caucasus Mountains to the west. Our beaux-arts–style Hotel is perched along the waterfront in the heart of central Baku, with the medieval walls of the Inner City just steps away and a trio of flame-shaped, modern skyscrapers flickering nearby. It’s a contrast that perfectly sums up our evolving city: ancient, modern and a little daring, all at once. Join us for breakfast on the terrace at Zafferano, followed by a relaxing treatment in our sun-lit penthouse Spa, then come discover Baku with us.

1.      To become a liaison between guests and the hotel and to build relationships and loyalty with our guests. Also, to ensure that the guest recognition program is implemented and current.

2.      To interview and select employees, liasing with the Director of Human Resources and to present likely candidates to the General Manager.

3.      To effectively control costs in the areas of payroll, operating expenses and inventory.

4.      To oversee staff rotas in all Front Office areas, ensuring that these comply with the working time directive, that holidays are arranged and the weekly time sheets are prepared with maximum coverage according to the needs of the business.

5.      To allocate duties and delegate work within the Front Office departments continuously monitoring the progress and ensuring that all work is kept up-to-date and that the Front Office Manager is kept informed of the assignments and progress.

6.      To ensure that all staff are well groomed, neatly dressed and in the appropriate uniform, taking corrective action when necessary.

7.      To develop systems and work procedures for new policies and recommend any improvements to the Hotel Manager.

8.      To conduct continuous tests on core standards to ensure their accurate implementation in arrival, departure, valet parking and bell services. Perform routine inspections to establish quality control.

9.      To act upon any deviation from the set standards of performance and job descriptions by any member of staff, providing timely appraisals and further training and taking disciplinary action if necessary in liaison with the Director of Human Resources.

10.   To be aware of all major events throughout the coming year which may affect any new projects or changes within the hotel.

11.   To liaise with the Engineering department to provide for the planned maintenance, redecoration, refurbishment and general up-keep of all guest accommodation.

12.   To attend all operations meetings, to chair regular monthly Concierge department meetings and to hold additional briefings as required. To ensure that regular monthly meetings are held in each Front Office department. To facilitate excellent communication in all Front Office departments.

13.   To personally ensure the hotel’s credit procedures are in place and are fully understood and practiced by all Front Office staff.

14.   Oversee the front desk staff, including receptionists and night auditors, by assigning tasks, providing guidance, and monitoring performance.

15.   Ensure efficient and accurate check-in and check-out processes, addressing any guest concerns or special requests promptly.

16.   Coordinate room assignments, ensuring optimal occupancy levels and accommodating guest preferences whenever possible.

17.   Provide exceptional customer service by resolving guest inquiries, complaints, and issues in a timely and professional manner.

18.   Conduct training sessions for front desk staff on hotel procedures, customer service standards, and use of hotel management software.

19.   Conduct constant role plays and refreshing training, give constant corrective feedback

20.   Demonstrate strong leadership skills by motivating and empowering front desk staff to achieve high levels of performance and guest satisfaction.

21.   Pay close attention to detail to ensure accuracy in guest reservations, room assignments, and financial transactions.

22.   Collaborate effectively with other departments and colleagues to achieve common goals and deliver seamless guest experiences.

23.   Remain flexible and adaptable in a dynamic hotel environment, adjusting to changing priorities, guest needs, and business demands.

24.   Demonstrate awareness and respect for diverse cultural backgrounds and customs when interacting with guests from different regions and countries.

25.   To thoroughly check the arrivals, list the day prior to arrival and ensure that every booking is a definite one with arrival time and that all booking details are complete. To prepare the allocation of special services, suite blocks and room requests and carefully review all guest request details.

To ensure the effective management of small and large group arrivals through preparation and communication with the group on arrival and attention to their specific details and requests.