About the role
The Night Assistant Manager acts as point contact during the overnight shift, taking great care of our guests and staff. A hands-on empathetic approach, a diligence in both safety and care, and a measured eye for detail with a reaching understanding of Hotel operations will be essential in the success of this candidate.
What you will do Manage the activities at the Front Desk during the overnight shift. Ensures communications and follow-up with day shift on any problems, guest requests or special requirements.Complete the Daily Reports for all Front of House Departments, and successfully complete the night audit.Resolve customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. Interaction with guest will be in person and by phone.Review late arrivals, next day early arrivals and departures to plan for the next day's activities to ensure proper handling of Special Attention Guests, Return Guests, and Groups.Assure that all financial and credit procedures are followed. When taking a shift at the desk, follows up on credit problems. Review all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Check cashiers' work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.Check guests in and out in an efficient and friendly manner, using guest name whenever possible, and according to Four Seasons standards. Assist customers in all inquiries in connection with hotel services, in-house events, reservation calls.Utilize a variety of computer systems to check guests in and out, run daily reports, run night audit reports, and review room allocations for arriving guests.Coordinate front of house departments with night briefing.Take action in all matters related to the safety, security of hotel guests and employees.Support with any other tasks within the division and/or any tasks assigned to by the management team.What you bring At least 2 years' experience in Front Desk preferably in a luxury hotel environment. Previous experience in the same role would be a plus.Excellent personal presentation and interpersonal skills, an outgoing personality and a can-do approach to any request.Strong communication skills, ability to adapt to constant change within the Hotel and work effectively under pressure.Robust problem solving skills, strong attention to details and organizational skills.Proficiency in using Opera PMS.Reading, writing and oral proficiency in the Italian and English language. A third language is a plus.What we offer: Competitive Salary, wages, and a comprehensive benefits packageExcellent Training and Development opportunitiesComplimentary Accommodation at other Four Seasons Hotels and ResortComplimentary Dry Cleaning for Employee UniformsEmployee MealsSchedule & Hours: • This position is full time and based at the Four Seasons Hotel Florence. The ideal candidate will be expected to work overnights.
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