Chef Concierge - Front Office Guest Services Manager

Chef Concierge

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:

In the heart of Worli - the business hub of India’s largest city and close to the entertainment and commercial district of Lower Parel, Four Seasons Hotel Mumbai is a chic urban oasis with an intimate, boutique atmosphere. The brand's first hotel in India, Four Seasons Hotel Mumbai echoes 'Powerhouse Luxury' in the city that never sleeps. Known for unparalleled food & beverage options such as those at AER Mumbai, an award-winning rooftop bar, as well as San:Qi, a city-favourite pan-Asian restaurant with wine bar, private dining rooms, four open-style kitchens overseen by master craftsmen and an extensive menu offering Indian, Chinese, Thai and Japanese delicacies.

Basic Function:

• Reporting to the Front Office Manager, this vital department-head role forms part of the Front Office Management team and 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.

Role and Responsibilities

• Interviews, trains and schedules the Concierge Staff (and Bell Staff). Supervises day-to-day performance of the staff.  Coaches staff to achieve Core and Service Culture standards. Conducts performance reviews. Disciplines staff as needed.
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; 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 making recommendations based on local knowledge and hotel practices. 
• Assures that Concierge Staff knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests. Assures that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.
• Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
• Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
• Works harmoniously and professionally with co-workers and supervisors
• Works closely with Front Desk, Reservations, Door Staff, Bell Staff and Valet Parking to assure smooth handling of guest arrivals and departures.
• Utilizes a variety of software programs to accurately input special arrangements the guest has made and to assure proper billing.

• Review transportation requirements on the daily basis and ensure cars and drivers are scheduled accordingly and planned efficiently
• Ensure Concierge database is updated regularly and "insightful" information is keyed in accurately and on a timely manner
• Ensure assistance is provided to the Director of Rooms/ Front Office Manager in forecasting and budgeting of revenues and expenses for all areas under control.
• Ensuring a smooth check-in and check-out of all guests
• Reviewing daily arrivals (including VIPs, special guest requests, group needs) and assigning rooms

• Coordinating with respective supporting departments especially Housekeeping to ensure all guest requests are met

• Personally managing and making personal contact with all VIP, suite guests and frequent return guests
• Handling all guest complaints and keeping management informed as necessary and ensuring all glitches are reported on a timely manner and addressed accordingly
• Ensuring all front of house departments are complying with Four Seasons core and culture standards.
• Being "Insightful" in all recommendations and have the team trained on the same.
• To develop periodic training programs for various jobs under areas of responsibility and conduct training.
• Keep a close working relationship with all Chief Concierges in the city as well develop good working relationship with other FS Concierges in Asia/India.
• Be able to handle guest complaints, resolve them, work closely with Hotel Assistant Managers and raise glitch records accordingly.
• To effectively manage the team and the Concierge Smart software for the benefit of all.
• All VIP and Suite room guest's amenities, special requests and welcome cards are in order prior to arrival and must be checked
• All limo guests must be escorted and registration completed in the room.
• Assistant Managers and staff to be actively present and hands-on in the day to day operations of the hotel by making their presence felt in the lobby
• All activities of the Assistant Managers, communication and follow-up on any problems, guest requests, special requirements are to be followed through to ensure a smooth daily operation of the hotel
• The Front Office Manager must be kept informed of all activities of Front Office departments of Rooms Division - Guest Services, Front Desk, Concierge and Transportation
• Work closely with the Reservations Manager on room availability and selling strategy to maximize occupancy, revenue and rate on a day to day basis. Particularly on sold-out nights and maximizing revenue for Limo.
• Assist in interviewing of employees and recommend for hiring and counseling of employees will be conducted in accordance with Four Seasons HR policies.
• Yearly performance reviews will be conducted for all employees in all Front of House departments of Rooms Division as scheduled.
• Perform tasks and duties as directed by the management of the hotel
• Work closely the transportation vendor and the Airport Team to ensure that all airport transfers and Local usage cars are deployed in the most efficient and effective manner
• To be well informed of activities available in the city, i.e. theatre, arts, art exhibitions, Concerts, Sports events, for the current period as well as one month out.
• To ensure that concierge team is highly motivated and outings are organized once every month/two months for them to experience restaurants, places of interest, tours etc.
• To participate in the local Concierges' organization and create goodwill amongst the community.
• Consistently driving the team to achieve high guest experience scores in social media platform such as Medallia, Trip Advisor etc.
• Actively monitors chat response and mobile application.

• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Bell stand, Business Center, and Lobby coverage and drive way management.
• Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
• Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests.

• All the Front Office related activity.
• Parking management.

Knowledge and Skills

Education:           College degree    

Experience:          5 years’ hotel experience in Front Office

Skills and Abilities:          1. Reading, writing and oral proficiency in the English language

2. Strong supervisory and managerial skills.

3. Excellent knowledge about Bengaluru city and India

4. Highly hospitable, outgoing personality

No. of employees supervised:        6-8 directly. 4-5 indirectly

Hours required:                 Nine hours shift; scheduled days and times may vary based on need.