JOB SUMMARY

About Four Seasons:

At Four Seasons, we are driven by our people—a team of passionate individuals committed to pushing boundaries, continuously improving, and treating others as we wish to be treated. Our team members worldwide create extraordinary experiences for our guests, residents, and partners, fueled by a dedication to luxury and genuine hospitality. We understand that the key to delivering exceptional guest experiences is fostering a world-class employee experience and company culture.

We believe in recognizing familiar faces, welcoming new ones, and making a lasting impression with everyone we meet. Whether you work, stay, live, or explore with us, our purpose is to create memorable moments that stay with you for a lifetime. We believe that life is richer when we connect authentically with people and the world around us.

About the Location:

Located at the edge of Baltimore’s Harbor East, our sophisticated urban retreat offers an oasis of luxury. From a five-star Spa to a rooftop pool, the hotel offers a wide range of amenities ideal for vacations, romantic getaways, and business stays. The location boasts walkable waterfront areas, top restaurants, and city landmarks, all easily accessible.

The Role: Front Office Manager

As Front Office Manager, you will oversee the Front Desk operations and provide support for the Guest Services department. You will serve as the manager on duty in the absence of senior managers, and be responsible for managing shifts and schedules for the Front Desk team. Your role is to ensure exceptional service delivery by addressing guest requests, offering personalized recommendations, and upholding Four Seasons’ standards.

We seek individuals who possess strong engagement and communication skills, with a talent for making guests feel at home while delivering the highest levels of service. As a motivated leader, you will inspire your team with excellent interpersonal skills, transparency, and a keen eye for detail. The ideal candidate will thrive in a fast-paced environment, handle stress effectively, and be a skilled problem-solver.

Requirements:

• Minimum 3 years of experience in the hospitality industry, specifically in a leadership role within the Rooms Division
• Strong organizational, analytical, and communication skills (both verbal and written)
• Positive attitude, willingness to learn, and ability to manage stress and conflict resolution
• Flexible schedule and ability to work various shifts, including weekends

Essential Functions:

• Manage Front Desk staff and supervise Assistant Front Desk Managers and Night Managers to ensure effective communication and problem resolution.
• Conduct interviews, training, and performance evaluations for staff, providing necessary performance management.
• Review and monitor staff schedules and activities to ensure standards are met and guest needs are addressed.
• Handle guest complaints and inquiries with the highest level of hospitality and professionalism, striving to accommodate special requests whenever possible.
• Coordinate guest arrivals, departures, and billing, ensuring smooth operations and resolving discrepancies.
• Enforce financial and credit procedures, ensuring accurate transactions and reconciliations.
• Take action on safety, security, and guest satisfaction issues, especially in emergencies when senior managers are unavailable.
• Check guests in and out, ensuring they are assigned the correct room and rate, and addressing their needs during their stay.
• Utilize computer systems for guest check-in/check-out, running reports, and selecting rooms for incoming guests.

What to Expect from Your Employee Experience:

• Salary: $75,000 – $85,000 per year, with eligibility for an Annual Incentive Program and bonus opportunities.
• Comprehensive benefits package including medical, dental, and vision insurance, life insurance, short-term disability, and paid time off.
• 401k retirement plan with company match.
• Exciting training and development opportunities.
• Complimentary employee meals and room nights at Four Seasons hotels globally.
• Discounted employee parking and more!

Miscellaneous:

US work authorization is required unless the candidate is already in a managerial position at a Four Seasons location. Current Four Seasons managers may qualify for L-1 visa sponsorship.

Four Seasons is an Equal Opportunity, Affirmative Action employer, encouraging minorities, women, veterans, and individuals with disabilities to apply.

Join us at Four Seasons and become part of a team that creates extraordinary experiences every day!