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:
Your own private paradise on a lush coral island. On Desroches Island, there is nothing to distract you from tranquillity, save for the sound of birds singing and an ocean breeze that invites you to come a little closer. We’re the only resort on this captivating coral island in the middle of the Indian Ocean, where the beaches belong to no one and everyone at the same time. Our rustic villas and suites are intimate retreats and will make you feel like a castaway who has struck gold.Job Responsibilities
General
1. Contacting guests prior to arrival, preparing and anticipating the guests’ stay.
2. Learn all information about guests: from arrival doc and PMS. Update guest’s profile with important information by inputting traces or comments.
3. Informing all department of any information, preferences received in advance and during the guests stay.
4. Welcome the guests upon arrival and complete the check-in process.
5. Each Island Concierge will have a minimum of 1 not exceeding 2 Residence/families per day to look after.
6. When IC cannot cover all guests in house then the GRM/Supervisor will priorities by cascading from: Direct Bookings, Elite guest, Repeat guests to High Spenders.
7. Takes guest on a resort tour and show a high level of confidence in regards to the resort facilities and local flora and fauna.
8. Able to answer any queries regarding hours of operation for any food and beverage outlet, the SPA, the GYM, the library, etc.
9. Order/Serve/Set in villa breakfast upon guests request
10. Serve breakfast, lunch and dinner in Residences or in Restaurants and to ensure F&B STM is followed
11.Attend meetings and briefings sharing updates about guests (activities, comments…).
12.Work closely with Duty managers in regards to glitches and recover.
13.Be visible in guests’ area.
14.Suggest guests with hotel activities and promote hotel point of sales to generate revenue.
15.Be aware of all front office P&P
16.Displays warmth, care and genuine enthusiasm when dealing with both external and internal guests; lives the Golden Rule.
17.Demonstrates standards awareness, by setting example for standards execution, standards testing and implementing action plans to achieve established product and service goals.
18.Adheres to the hotel's code of conduct and grooming & hygiene standards.
19.Is seen as working hands-on, assists colleagues in crunch times.
20.Maintains a clean and orderly work area and promotes a safe working environment.
21.Performs any additional duties as assigned.
22.Provides genuine hospitality and recognition in the work area; maintains strict discretion and confidentiality.
23.Conducts routine inspections of Public areas and guest rooms; takes proactive steps to rectify any shortcomings.
24.At times, in addition, when personalize in-villa service to be provided as listed:
a. Ensure timely delivery of amenities to the villa.
b. Deliver messages and guest faxes
c. Inspect villas prior to guest’s arrival to ensure preferences are met
d. Check all electrical equipment is in working condition. Note any repairs needed and follow up through
e. Ensure all collateral in the villa is up to date, adequate and properly placed.
f. Ensure the villa is prepared according to personal preferences of the guest, note any VIP’s, Special Attention guests & rectify any deficiencies.
g. Check the villa thoroughly for cleanliness.
h. Perform duties within 9-12 hours per day and additional hours require as per operational requirement.
i. Must be willing to perform any additional tasks /duties as assigned by Four Seasons upper management.
j. Assists his/her supervisor in executing the day to day operational requirements
k. Assumes training responsibilities when required; demonstrates a high degree of standards awareness; promotes teamwork and acts as role model
l. Actively offers operational, employee and customer (internal and external) related feedback to management
m. Attends to guest and internal customers’ calls and coordinates with concerned departments to ensure timely and efficient service delivery
n. Coordinate with all department for smooth guest request to be executed
o. Handles "Do Not Disturb" rooms according to Hotel policy
p. Ensures follow up on maintenance requirements in the areas assigned
q. Assists in routine inventory taking of supplies and operating equipment
r. Butlers/Island Concierges and GSA's should only check the villa prior guest departure
s. Report immediately any left items by guests to security
t. SHOULD ensure that the villa doors are well secured and closed properly after guest C/out
Departmental
1. Requisitions supplies according to established procedures.
2. Has excellent knowledge of and is able to initiatively recommend the hotel's rooms and facilities; drives up selling programs.
3. Inspects and ensures the work area is in good physical repair; reports defects and ensures timely rectification.
4. Attends to concierge requests in a precise and efficient manner; provides insightful information to internal and external customers.
5. Ensures all resources for an efficient operation is in place; re-orders operating supplies when necessary.
6. Ensures strict compliance with the hotel's cash handling and internal control procedures.
7. Is knowledgeable of all Concierge & Guest Services job duties.
8. Is highly sensitive to guests preferences and special requests, offers meaningful alternatives when special requests cannot be met; adds a special touch when an opportunity is presented
9. Is proficient in safe handling of equipment and machinery; reports defects and accidents to management immediately.
10. Maintain a professional inter department communication.
11. Attend all compulsory trainings and meetings
§ Special Requirements
· 5 years relevant experience in 5 star hotels/resorts.
· Fluent in both English and French, an additional third language beneficial.
· Possesses excellent math and psychometric abilities.
· Excellent computer skills and working knowledge of Opera/PMS.
§ Compliance Policies
1. Grooming Policy
2. Confidentiality Agreement
3. Policy Against Harassment
4. Electronic Systems Policy
5. Code of Business Conduct and Ethics
6. Employee Handbook Acknowledgement Form