Assistant Front Office Manager
Four Seasons Hotels and Resorts, Calistoga, CA, United States
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.
About the location
Welcome to wine country luxury. In the food and wine capital of North America, Four Seasons welcomes you to a one‑of‑a‑kind wine country resort set within a world‑class vineyard. Discover innovative and seasonal cuisine at Michelin‑starred Auro, holistic spa rituals at Spa Talisa and thoughtfully personalized Four Seasons service. Raise a glass to all the best in life as you soak in magnificent views of Napa Valley from this Forbes Travel Guide Five‑Star resort.
We’re Hiring!
Do you have a passion for hospitality and curating an exceptional service experience for guests? Do you consider yourself an enthusiastic, caring and highly motivated leader? Then come join our Four Seasons Family!
We are looking for a Resort Assistant Manager/Front Office Assistant Manager. You will be part of an exciting team responsible for creating memorable experiences for our guests and our team members.
About the Role
The Resort Assistant Manager (RAM) is an essential member of the Front Office Team and the entire resort. You must love leading a team and creating unique experiences and memories for our guests. As the RAM, you will oversee the Front Office operations and supervise the entire staff when the senior managers are unavailable. You will work under the direction of the Front Office Manager and closely with staff from all departments to assure that standards are being met. In addition, you will direct staff at the Front Desk and Front Drive/Guest Services and perform their duties on your own. You will respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.
What You Will Do
Manage the Front Desk, Guest Relations and Guest Service Agents. Interview, train and provide real‑time feedback. Conduct performance evaluations and discipline staff when needed. Create and monitor staff schedules and assist in processing payroll. Assist in inventory and ordering of all Front Office supplies.
Assist the Residence Manager with residential requests to ensure satisfaction.
Coordinate arrivals, departures and billing requirements with the Sales and Catering department. Block rooms for arrivals and resolve discrepancies. Review daily arrivals to ensure proper handling of special attention guests, VIP guests and groups. Welcome and escort VIP guests.
Assure that all financial and credit procedures are followed. Follow up on credit problems with the Front Office Manager and/or Finance Manager. Review all paid‑outs, rebates, petty cash disbursements and direct billings. Check cashier’s work at the end of the shift to ensure all transactions are reconciled with proper approvals and endorsements.
Tackle safety, security, satisfaction and well‑being of hotel guests and employees. Respond swiftly and effectively to any hotel emergency or safety situation.
Resolve 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. Assist customers with all inquiries connecting them with hotel services, hours of operation, key personnel, in‑house events, directions and more. Respond to all guest requests accurately and in a timely manner. Interaction with guests may be in person, on the phone, via email or chat messenger.
Check guests in and out efficiently and friendly, using the guest name whenever possible. Ensure the guest is assigned the requested room type and the correct rate is charged. Arrange for luggage to be delivered to the guest room. Issue correct keys to the guest. Check out guests at the end of stay, ascertain satisfaction, collect keys, post late charges and present bill. Settle the bill accurately through credit card or cash transaction.
Utilize a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.
Work harmoniously and professionally with employees, co‑workers and upper management.
Accept reservations, changes and cancellations in the absence of Reservations Department staff. Answer guest and internal calls in the absence of a Communications Operator.
Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in EmPact.
What You Will Bring
2+ years of previous rooms division supervisory or management experience.
Experience in a luxury resort highly preferred.
Knowledge of Napa Valley and surrounding areas highly desirable, but not required.
Must be flexible with schedule – able to work weekdays, weekends, holidays, evening/overnight shifts.
Strong communication and interpersonal skills.
Create a motivating work environment.
Ability to multi‑task in a high‑volume and demanding environment.
Strong problem‑solving skills, ability to handle difficult situations and guests.
Valid driver’s license required and clean driving record.
Valid Responsible Beverage Service (RBS) certification.
This position is not eligible for work sponsorship/visa. Candidates must possess valid U.S. work authorization.
What We Offer
Salary range: $78,000–$83,500
Competitive salary & benefits
Cigna medical and dental benefit options
Eight weeks of new parental leave pay after one year of employment
Excellent training and development opportunities
Complimentary accommodation at other Four Seasons Hotels and Resorts
Complimentary employee meals
401(k) retirement plans
Schedule & Hours
Full‑time availability
Flexible for early morning, mid‑day, evening and overnight shifts
Must be available to work weekends and holidays
Learn more about what it is like to work at Four Seasons
http://jobs.fourseasons.com/
https://www.linkedin.com/company/four-seasons-hotels-and-res
https://www.instagram.com/auronapavalley/
https://www.instagram.com/trussnapavalley/
If you are a qualified individual with a disability or disabled veteran and need a reasonable accommodation to use or access our online system, please contact our People + Culture Office at jobs.napavalley@fourseasons.com.
Four Seasons is an Equal Employment Opportunity and affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. To access the "EEOC is The Law" information poster please visit this website: Know Your Rights.
Four Seasons is an Equal Opportunity, affirmative action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the "EEOC is The Law" information poster please visit this website: https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
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About the location
Welcome to wine country luxury. In the food and wine capital of North America, Four Seasons welcomes you to a one‑of‑a‑kind wine country resort set within a world‑class vineyard. Discover innovative and seasonal cuisine at Michelin‑starred Auro, holistic spa rituals at Spa Talisa and thoughtfully personalized Four Seasons service. Raise a glass to all the best in life as you soak in magnificent views of Napa Valley from this Forbes Travel Guide Five‑Star resort.
We’re Hiring!
Do you have a passion for hospitality and curating an exceptional service experience for guests? Do you consider yourself an enthusiastic, caring and highly motivated leader? Then come join our Four Seasons Family!
We are looking for a Resort Assistant Manager/Front Office Assistant Manager. You will be part of an exciting team responsible for creating memorable experiences for our guests and our team members.
About the Role
The Resort Assistant Manager (RAM) is an essential member of the Front Office Team and the entire resort. You must love leading a team and creating unique experiences and memories for our guests. As the RAM, you will oversee the Front Office operations and supervise the entire staff when the senior managers are unavailable. You will work under the direction of the Front Office Manager and closely with staff from all departments to assure that standards are being met. In addition, you will direct staff at the Front Desk and Front Drive/Guest Services and perform their duties on your own. You will respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.
What You Will Do
Manage the Front Desk, Guest Relations and Guest Service Agents. Interview, train and provide real‑time feedback. Conduct performance evaluations and discipline staff when needed. Create and monitor staff schedules and assist in processing payroll. Assist in inventory and ordering of all Front Office supplies.
Assist the Residence Manager with residential requests to ensure satisfaction.
Coordinate arrivals, departures and billing requirements with the Sales and Catering department. Block rooms for arrivals and resolve discrepancies. Review daily arrivals to ensure proper handling of special attention guests, VIP guests and groups. Welcome and escort VIP guests.
Assure that all financial and credit procedures are followed. Follow up on credit problems with the Front Office Manager and/or Finance Manager. Review all paid‑outs, rebates, petty cash disbursements and direct billings. Check cashier’s work at the end of the shift to ensure all transactions are reconciled with proper approvals and endorsements.
Tackle safety, security, satisfaction and well‑being of hotel guests and employees. Respond swiftly and effectively to any hotel emergency or safety situation.
Resolve 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. Assist customers with all inquiries connecting them with hotel services, hours of operation, key personnel, in‑house events, directions and more. Respond to all guest requests accurately and in a timely manner. Interaction with guests may be in person, on the phone, via email or chat messenger.
Check guests in and out efficiently and friendly, using the guest name whenever possible. Ensure the guest is assigned the requested room type and the correct rate is charged. Arrange for luggage to be delivered to the guest room. Issue correct keys to the guest. Check out guests at the end of stay, ascertain satisfaction, collect keys, post late charges and present bill. Settle the bill accurately through credit card or cash transaction.
Utilize a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.
Work harmoniously and professionally with employees, co‑workers and upper management.
Accept reservations, changes and cancellations in the absence of Reservations Department staff. Answer guest and internal calls in the absence of a Communications Operator.
Comply with Four Seasons Category One and Two Work Rules and Standards of Conduct as set forth in EmPact.
What You Will Bring
2+ years of previous rooms division supervisory or management experience.
Experience in a luxury resort highly preferred.
Knowledge of Napa Valley and surrounding areas highly desirable, but not required.
Must be flexible with schedule – able to work weekdays, weekends, holidays, evening/overnight shifts.
Strong communication and interpersonal skills.
Create a motivating work environment.
Ability to multi‑task in a high‑volume and demanding environment.
Strong problem‑solving skills, ability to handle difficult situations and guests.
Valid driver’s license required and clean driving record.
Valid Responsible Beverage Service (RBS) certification.
This position is not eligible for work sponsorship/visa. Candidates must possess valid U.S. work authorization.
What We Offer
Salary range: $78,000–$83,500
Competitive salary & benefits
Cigna medical and dental benefit options
Eight weeks of new parental leave pay after one year of employment
Excellent training and development opportunities
Complimentary accommodation at other Four Seasons Hotels and Resorts
Complimentary employee meals
401(k) retirement plans
Schedule & Hours
Full‑time availability
Flexible for early morning, mid‑day, evening and overnight shifts
Must be available to work weekends and holidays
Learn more about what it is like to work at Four Seasons
http://jobs.fourseasons.com/
https://www.linkedin.com/company/four-seasons-hotels-and-res
https://www.instagram.com/auronapavalley/
https://www.instagram.com/trussnapavalley/
If you are a qualified individual with a disability or disabled veteran and need a reasonable accommodation to use or access our online system, please contact our People + Culture Office at jobs.napavalley@fourseasons.com.
Four Seasons is an Equal Employment Opportunity and affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. To access the "EEOC is The Law" information poster please visit this website: Know Your Rights.
Four Seasons is an Equal Opportunity, affirmative action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the "EEOC is The Law" information poster please visit this website: https://eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
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