Community & Lifestyle Concierge Supervisor

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: 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. Role and Responsibilities: Resolves customer complaints and build positive relationship with guests. 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 residences and hotel services, hours of operations, key residences personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and residences practices. Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner. Stores and retrieves guest luggage and packages. Assure that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current. 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. Utilizes a variety of software programs to accurately input special arrangements the guest has made and to assure proper billing. Ascertains guests’ satisfaction, post a la carte charges and presents bill to guests. Settles bill accurately through credit card or cash transaction. Assist with collecting assessment fee and heating fee. Performs errands for guests and the residences that may require local travel off of the residences property. Greets guests by opening their car door and welcoming them back home. Gives verbal greeting to guests coming on foot. Opens residences doors for all guests. Provides guests with directions, recommendations, and information about the city and its attractions. Hails taxi as needed. Assist guest moving in in an efficient and friendly manner, using guest name whenever possible. Assure getting all guest information, and passing moving in files and information to guests. Assist guests with utility and other day to day life enquires. Provides business services and post the charges to opera system. Working schedule and attendance management. Performs as a trainer and team model in the team. Inventory management. 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. Provides a high level of cleanness in the lobby and luggage storage room. Assist with responsibilities and duties in the absence or heavy volume in the area of security to assure the smooth flow of traffic on the driveway for temporary parking at residences. Provides basic trouble-shooting support for in-room services such as internet, TV movies, games, and Web service