Guest Experience Manager - Food & Beverage

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.

JOB SUMMARY

Serves as the Guest Relations Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided. Represents property management in resolving any guest-related situation. Manages the flow of questions and directs guests within the F&B – AER. 

Serves as Guest Relations Manager for F&B Service - AER and handles the reservation process and desk management. Reports to the F&B Manager. 

CANDIDATE PROFILE  

Education and Experience

· High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

· 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Leading Guest Services Teams 

· Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.

· Encourages and builds mutual trust, respect, and cooperation among team members.

· Serves as a role model to demonstrate appropriate behaviors.

· Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

· Celebrates successes and publicly recognizes the contributions of team members.

· Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

Maintaining Guest Services and F&B goals

· Develop specific goals and plans to prioritize, organize, and accomplish your work.

· Handles complaints, settles disputes, resolves grievances and conflicts, or otherwise negotiates with others.

· Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.

· Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.

· Ensures that regular ongoing communication is happening with employees to create awareness of business objectives and communicate expectations, recognize performance, and produce desired results.

Ensuring Exceptional Customer Service 

· Provides services that are above and beyond for customer satisfaction and retention.

· Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

· Manages day-to-day operations, ensuring quality, and standards and meeting the expectations of the customers daily.

· Serves as a leader in displaying outstanding hospitality skills.

· Sets a positive example for guest relations.

· Respond to and handle guest problems and complaints.

· Empower employees to provide excellent customer service.

· Observes service behaviors of employees and provides feedback to individuals.

· Strives to improve service performance.

· Provides immediate assistance to guests as requested.

· Ensures employees understand customer service expectations and parameters.

· Participates in the development and implementation of corrective action plans to improve guest satisfaction.

Implementing Projects and Policies

· Implements the customer recognition/service program, communicating and ensuring the process.

· Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS), and support the Peer Review Process.

Conducting Human Resource Activities

· Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

· Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

· Participates in employee progressive discipline procedures.

· Uses all available on-the-job training tools for employees.

· Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.

· Supervises ongoing training initiatives and conducts training when appropriate.

· Participates in the employee performance appraisal process, providing feedback as needed.

Additional Responsibilities 

· Spearheads the reservation process and desk management with the assistance of the venue manager

· Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

· Analyzes information and evaluates results to choose the best solution and solve problems.

· Informs and/or updates the executives, peers, and subordinates on relevant information promptly.

· Maintains high visibility in public areas during peak times.

· Understands and can implement all emergency plans including accidents, deaths, elevators, thefts, vicious crimes, bombs, fire, etc.

· Performs duties in high-demand times In AER

MANAGEMENT COMPETENCIES 

  

Leadership

  · Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.  

  · Communication - Customizes approach to conveying complex information and ideas to others convincingly and engagingly; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.

  · Problem-Solving and Decision-Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions. 

  · Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

  Managing Execution

  · Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

  · Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates focuses, and monitors the efforts of self and/or others toward the accomplishment of goals; proactively takes action and goes beyond what is required.

  · Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed.

  Building Relationships

  · Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.  

  · Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards. 

  · Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, and engagement and enhance business results; and ensures employees are allowed to contribute to their full potential.

  Generating Talent and Organizational Capability

  · Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.

  · Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

  Learning and Applying Professional Expertise

  · Applied Learning - Seeks and makes the most of learning opportunities to improve the performance of self and/or others.

  · Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.

  · Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges

  o Guest Services - Knowledge of procedures for room and property amenities, property-specific programs (e.g., kids programs), guest rewards programs, and local attractions.  

  o Problem Resolution- Ability to record, track, and resolve guest problems via property software handle emergencies, and effectively deal with customer issues and complaints.

  · Basic Competencies - Fundamental competencies required for accomplishing basic work activities. 

  o Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

  o Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.

  o Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.

  o Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.

  o Writing - Communicates effectively in writing as appropriate for the needs of the audience.