Job Description

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 secluded oasis at the edge of an idyllic lagoon! On the east coast of Mauritius, lapped by turquoise waters perfect for water sports, our relaxing Resort is filled with lush greenery and dramatic views everywhere you turn. Each stylish villa and residence feature its own private garden and pool – just like the home for the Resort’s resident giant tortoises. After a day exploring the Indian Ocean or playing unlimited golf at both our Ernie Els-designed course and Bernhard Langer signature course, unwind at our award-winning Spa and raise a glass at one of our exciting dining venues. Mauritius is teeming with opportunities for your next day’s adventures. This beautiful resort opened in October 2008, and has 90 one-bedroom villas, 1 Presidential Suite, 45 two-to-five-bedroom residential villas, 5 stunning Food and Beverage venues in addition to managing an off-property beach bar/restaurant, an award-winning over water Spa, 2 tennis courts and a fitness center.

Purpose

To manage the front desk,conciergeandguest service staff, ensuring a positive and safe work environment. Oversee the arrival and departure process for all guests. Ensure all guests receive the highest level of service and handle all inquiries in an efficient, courteous, and professional manner to achieve maximum satisfaction whilecomplying withall Four Seasons’ policies.

Job Responsibilities

General

Builds a motivated and skilled team, leads byexampleand instils a culture of continuous learning and improvement among employees; activelyparticipatesin Employee Relations activities andprograms

Actively plans and manages the career development of every employeethrough effective coaching, training and by instilling company values; is concerned for employees' continuous development and personal growth.

Organizes and manages the departmentin accordance withcompany philosophy and policies, maximizing efficiency and productivityand achieving established goals; promotes harmony between departments.

Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers;livesthe Golden Rule.

Demonstrates standards awareness, by settingexamplesforstandardsexecution, standards testing and implementing action plans to achieve established product and service goals.

Prepares annual plans and forecasts, consistentlymonitorsand manages budgetary goals.

Maintains an organized administration of departmental and personnel records, including rostering and leave planning.

Ensures employees adhere to the code of conduct and grooming & hygiene standards as specified in the employee handbook.

Comply withFourSeasons’Category One and Category Two Work Rules and Standards of Conduct asset forth inEmPact

Conducts dailybriefingand monthly departmentalmeeting(with minutes copied to division head) andparticipatesin meetings when invited.

Provides regular and fair performance feedback to employees, formally and informally asappropriate

Is seen as a hands-on leader,assistsemployees in crunch times.

Maintains a clean and orderly work area and ensures tools & equipment are wellmaintainedand in sufficient supply.

Promotes and ensures a safe working environment.

Performs any other cognate duties as and whenrequired

Departmental

Handle all guest interaction with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolve guest complaints;assistguests in all inquiries in connection with resort services, in-house events, directions, and local attractions.

Work harmoniously and professionally with co-workers and supervisors

Handle check ins and check outs for arriving anddepartingguests

Handle a multi-phone line system, answering calls in a professional mannerin accordance withestablished policies.

Manage reception and GSAstaff;including standards testing, training, and scheduling.

Monitor and controllaborand expenses.

Ensurethe highestlevel of service to all guests and resolve all glitches.

Ensure maintenance work orders are complete

Provide rates and quotes based on room type for current and future dates.

Inspect and ensure proper maintenance of Lobbyisclean and in good repair.

Provide directions and locations of local attractions and restaurants to guests.

Ensure standardstestare completed daily and trainings are completed according to deadlines

Attend all required meetings

Works closely withrevenuedepartment tomonitorroom inventory and upsell.

Ensures that departmental KPIs are met (Profile completeness, Upsell, arrival experience, GES)

Ability toparticipatein the preparation of a comprehensive annual Rooms Budget.

Manage the Upsell or any other incentive programs efficiently and effectively.

Special Requirements

Collegedegree preferably specializing in hotel/restaurant management or equivalent experience is required.

Twoyearsemployment in a related position with Four Seasons or another organization

Proven leadership and supervisory experience.

Working knowledge of the Front Desk and Concierge aspect of Four Seasons services,policiesand operations.

Be computer literate and fully conversant with Rooms Division’s computer systems.

Requires reading, writing and oralproficiencyin the English language

Additional Requirements

• International Experience in the Luxury Hospitality Industry

• Multilingual (preferably in Mandarin or Russian)

Compliance Policies

• Grooming Policy

• Confidentiality Agreement

• Policy Against Harassment

• Electronic Systems Policy

• Code of Business Conduct and Ethics

• Employee Handbook Acknowledgement Form