Overnight Hotel 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:

A warm welcome framed by spacious, modern design awaits you in the heart of Toronto's historic Yorkville neighbourhood. Enjoy authentic French cuisine paired with one of our 350 wine labels at Café Boulud, and specialty craft cocktails at our spirited lobby lounge and bar. Enjoy the serenity of our Forbes Travel Guide Five-Star rated Spa, or step out and explore the vibrant character of Toronto's most glamorous shopping and restaurant district.

Join our team!

Are you ready to take the next big step in your hospitality career? Four Seasons Hotel Toronto is currently looking for a talented and dynamic Overnight Hotel Assistant Manager that shares our passion for excellence and who infuses enthusiasm into everything they do!

About the role:

The Overnight Hotel Assistant Manager is a central part of the Front Office Team whose main objective is to ensure our guests have a smooth arrival and departure experience. As the first and last impression of the Hotel, this high profile department carries a special responsibility. The Front Office is also the natural place where guests direct comments, questions, suggestions, and concerns. The position oversees day-to-day operations, manages a team of reception staff, and supports the Front Desk Manager.

What you will bring:

We are looking for candidates who have excellent personal presentation and interpersonal skills. Sound problem-solving ability and proficiency in hotel property management systems are required. Fluency in reading, writing, and spoken English is also required. The ideal candidate will have an outgoing personality and a can-do approach to any task! This position requires standing for the majority of the shift and an applicant with a flexible schedule and the ability to work all shifts, weekends, and holidays. The ideal candidate will also have a warm welcoming smile and a positive attitude!

Essential functions:

• Assist in managing the staff at the Front Desk. Interviews, trains, and schedules the staff. Conducts performance evaluations and disciplines staff when needed.
• Coordinates arrivals, departures, and billing requirements with Sales and Catering Department. 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. Follows up on credit problems with Front Office Manager and/or Credit Manager. 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 when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation.
• 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 guests will be in person and by phone.
• Checks guests in and out in an efficient and friendly manner, using the guest's name whenever possible. Assures that the guest is assigned the type of room requested and the correct rate is charged. Arranges for luggage to be delivered to the guest room. Issues correct keys to the guest. Checks out guests at the end of their stay. Ascertains guest satisfaction, collects keys, posts late charges, and presents the bill to the guest. Settles the bill accurately through credit card or cash transaction.
• Utilizes a variety of computer systems to check guests in and out, run daily reports, and select and block rooms for arriving guests.

Preferred qualifications & skills:

• 2 years previous managerial Front Desk/Guest Service experience in a fast-paced luxury hotel operation.
• Strong organizational and communication skills.
• The ability to multi-task on several assignments at once.
• The ability to operate computer equipment and several other computer programs.
• Computer proficiency, especially in Microsoft Word, Excel, and Outlook.
• Previous experience with OPERA PMS and HotSOS.
• Excellent written and verbal communication in English.
• Additional language a definite asset for career growth.
• Completion of Post Secondary Education in Hospitality or related field.

What we offer:

• Paid time off, including vacation days, management holiday days, and sick days.
• Exclusive discount and travel programs with Four Seasons Hotels and Resorts worldwide.
• Complimentary meals in our employee dining room, OASIS.
• Complimentary dry cleaning of business attire.
• Excellent training and development opportunities, including educational assistance, discounted e-Cornell courses, and access to complementary e-training.
• Robust extended flex benefit plan, including medical, HCSA, dental, vision, life insurance, virtual health care, Employee and Family Assistance Program.
• Employer paid retirement plan with RRSP/TFSA flexibility.

We look forward to receiving your application!

Successful candidates must possess legal work authorization in Canada.

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.