Job Description
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Skills
Customer complaint resolution
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Full 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:
An architectural icon in the heart of Lower Manhattan. Diverse, inspiring and vibrant – where art meets architecture in the heart of TriBeCa, Four Seasons Hotel New York Downtown is steps away from the city’s most authentic neighbourhoods. Come and discover a new kind of urban chic with us, whether you choose to rejuvenate in our globally inspired Spa with a heated indoor pool, or dine at CUT by renowned celebrity chef Wolfgang Puck. We look forward to welcoming you.
OUR VISION:
We are New York’s Luxury Lifestyle Icon.
OUR MISSION:
To inspire meaningful connections…
To curate exceptional experiences…
To deliver passionate service…
…with kindness, care and a commitment to excellence
Our value proposition is to provide our guests with a catalog of experiences for a life well lived, in addition to the Four Seasons service excellence promise.
OUR PURPOSE:
To Enrich the Lives of Employees, Guests and the Community around us
OUR VALUES:
We think differently
We are client obsessed
We have passion
We own it
We truly care about each other
We have integrity
Join Our Team
The Four Seasons Hotel New York Downtown is looking for an Assistant Director of Rooms who fully embodies our values, shares a passion for excellence, and infuses enthusiasm into everything they do. As Assistant Director of Rooms, you will be accountable for shaping the client experience by providing exceptional service in support of our world-renowned hotel. FSNYD is recognized as a Forbes 5 Star Hotel; Forbes 5 Star Spa and AAA 5 Diamond Hotel.
This position reports to the Hotel Manager.
Four Seasons Hotel New York Downtown is diverse, inspiring and vibrant. As Assistant Director of Rooms, you will be part of a team that prides itself on excellent service, driving inclusion & belonging, working collaboratively, demonstrating mutual respect and having a passion for providing exceptional client experiences. Your role is vital to the success of Four Seasons New York Downtown. You will be able to shape your work environment by contributing to new ideas, offer solutions and find ways to collaborate with all departments being at the heart of the operation. In return you will be provided with the same level of care that we expect to be shared with our employees and all backed by our impressive Employee Value Proposition.
WHO YOU ARE:
You are enthusiastic, optimistic and passionate. You are self-driven and solution oriented. You are invested in your team, you listen, care about their development and celebrate your team’s success. You set expectations and know to ‘inspect what you expect’. You foster inclusion and embrace diversity. You take feedback as an opportunity to help you grow. You work smart, you are organized and have a strategy to achieve your goals. You plan your tasks carefully, you are pro-active and organized ensuring you’re effective. You are client obsessed and create opportunities to connect in meaningful ways, building lasting relationships. You have integrity and your actions match your words.
BASIC PURPOSE :
Directs and controls the activities of the Front Desk, Guest Services, CORE, Guest relations/Concierge/Door/ Bell and Housekeeping. Acts as the senior manager in these departments when department head is unavailable. Responds to a wide variety of guest requests by accurately assessing the guest/ requests adding a personal recommendations and touch to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. Serves as the guest ambassador and key point person to assist guests. Comply with any additional requests that may arise pertaining to Rooms Division duties.
ESSENTIAL FUNCTIONS :
Oversees the Department Heads in the departments named above. Ensures thorough communications and follow-up on any problems, guest or employee request or special requirements, and hotel initiatives.
Interviews candidates for available positions in Rooms Division. Trains new hire employees and on board staff.
Conducts performance evaluations and disciplines staff when needed.
Review and Monitor schedules in all departments of the Rooms Division and ensure alignment with labor standards and Hotel performances.
Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met.
Inspect daily all areas of responsibility
Resolves 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. Will resolve complaints in person, by phone or through written message.
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.
Assures that financial goals are being met.
Monitors and controls labor expense, and supplies/equipment expenses.
Works closely with Reservations, Sales and the Front Office to maximize rate, occupancy and total revenue.
Support Planning Committee in preparing annual budget and reviewing monthly P&L
Takes action in all matters related to the safety, security, satisfaction and well being of hotel guests and employees when senior managers are not available.
Responds swiftly and effectively in any hotel emergency or safety situation.
Work in close collaboration with Director of Engineering to ensure maintenance of our property and guest rooms
Conduct daily standard tests and inspections Collaborate with Director of Revenue to manage inventory and resolve potential issues
Participate to daily briefings in the Rooms Division Collaborate with Learning and Development manager to provide support in training and ensure standards are met
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.
NON-ESSENTIAL FUNCTIONS :
Provides Crunch Team assistance throughout the hotel.
Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the GSA, Bell / Door Staff, CORE, and Housekeeping coverage.
Works closely with Door/Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests.
Work closely with Rooms Division team to ensure that all guest special requests and needs are met and customized to their preferences.
KNOWLEDGE AND SKILLS :
Education: College degree preferred.
Experience: 3-4 years of luxury hotel experience in Rooms Division
Skills and Abilities: Ability to read, write and English.
No. of employees supervised: Up to 15 directly, 30 indirectly on any particular day.
Travel required: Minimal; to provide assistance to other Four Seasons Hotels.
Hours required: Since your position is at a managerial level, you will be expected to work the hours necessary for the successful completion of your objectives, without receiving overtime pay
What to Expect: You Will…
Be part of a cohesive team with opportunities to build a successful career with global potential
Have access to a robust benefit plan
Have the opportunity to engage in diverse and challenging work
Derive a sense of pride in work well done
Be recognized for excellence
Learn more about what it is like to work at Four Seasons – visit us:
https://careers.fourseasons.com/us/en/
http://www.linkedin.com/company/four-seasons-hotels-and-resorts
https://twitter.com/fsnydowntown
https://www.facebook.com/FourSeasonsHotelNewYorkDowntown
We look forward to receiving your application.
******Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview. ******
Salary Range- $115,000- $120,000
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
Here’s how the job qualifications align with your profile.
Skills
Customer complaint resolution
Do you have experience in Customer complaint resolution?
Full 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:
An architectural icon in the heart of Lower Manhattan. Diverse, inspiring and vibrant – where art meets architecture in the heart of TriBeCa, Four Seasons Hotel New York Downtown is steps away from the city’s most authentic neighbourhoods. Come and discover a new kind of urban chic with us, whether you choose to rejuvenate in our globally inspired Spa with a heated indoor pool, or dine at CUT by renowned celebrity chef Wolfgang Puck. We look forward to welcoming you.
OUR VISION:
We are New York’s Luxury Lifestyle Icon.
OUR MISSION:
To inspire meaningful connections…
To curate exceptional experiences…
To deliver passionate service…
…with kindness, care and a commitment to excellence
Our value proposition is to provide our guests with a catalog of experiences for a life well lived, in addition to the Four Seasons service excellence promise.
OUR PURPOSE:
To Enrich the Lives of Employees, Guests and the Community around us
OUR VALUES:
We think differently
We are client obsessed
We have passion
We own it
We truly care about each other
We have integrity
Join Our Team
The Four Seasons Hotel New York Downtown is looking for an Assistant Director of Rooms who fully embodies our values, shares a passion for excellence, and infuses enthusiasm into everything they do. As Assistant Director of Rooms, you will be accountable for shaping the client experience by providing exceptional service in support of our world-renowned hotel. FSNYD is recognized as a Forbes 5 Star Hotel; Forbes 5 Star Spa and AAA 5 Diamond Hotel.
This position reports to the Hotel Manager.
Four Seasons Hotel New York Downtown is diverse, inspiring and vibrant. As Assistant Director of Rooms, you will be part of a team that prides itself on excellent service, driving inclusion & belonging, working collaboratively, demonstrating mutual respect and having a passion for providing exceptional client experiences. Your role is vital to the success of Four Seasons New York Downtown. You will be able to shape your work environment by contributing to new ideas, offer solutions and find ways to collaborate with all departments being at the heart of the operation. In return you will be provided with the same level of care that we expect to be shared with our employees and all backed by our impressive Employee Value Proposition.
WHO YOU ARE:
You are enthusiastic, optimistic and passionate. You are self-driven and solution oriented. You are invested in your team, you listen, care about their development and celebrate your team’s success. You set expectations and know to ‘inspect what you expect’. You foster inclusion and embrace diversity. You take feedback as an opportunity to help you grow. You work smart, you are organized and have a strategy to achieve your goals. You plan your tasks carefully, you are pro-active and organized ensuring you’re effective. You are client obsessed and create opportunities to connect in meaningful ways, building lasting relationships. You have integrity and your actions match your words.
BASIC PURPOSE :
Directs and controls the activities of the Front Desk, Guest Services, CORE, Guest relations/Concierge/Door/ Bell and Housekeeping. Acts as the senior manager in these departments when department head is unavailable. Responds to a wide variety of guest requests by accurately assessing the guest/ requests adding a personal recommendations and touch to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. Serves as the guest ambassador and key point person to assist guests. Comply with any additional requests that may arise pertaining to Rooms Division duties.
ESSENTIAL FUNCTIONS :
Oversees the Department Heads in the departments named above. Ensures thorough communications and follow-up on any problems, guest or employee request or special requirements, and hotel initiatives.
Interviews candidates for available positions in Rooms Division. Trains new hire employees and on board staff.
Conducts performance evaluations and disciplines staff when needed.
Review and Monitor schedules in all departments of the Rooms Division and ensure alignment with labor standards and Hotel performances.
Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met.
Inspect daily all areas of responsibility
Resolves 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. Will resolve complaints in person, by phone or through written message.
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.
Assures that financial goals are being met.
Monitors and controls labor expense, and supplies/equipment expenses.
Works closely with Reservations, Sales and the Front Office to maximize rate, occupancy and total revenue.
Support Planning Committee in preparing annual budget and reviewing monthly P&L
Takes action in all matters related to the safety, security, satisfaction and well being of hotel guests and employees when senior managers are not available.
Responds swiftly and effectively in any hotel emergency or safety situation.
Work in close collaboration with Director of Engineering to ensure maintenance of our property and guest rooms
Conduct daily standard tests and inspections Collaborate with Director of Revenue to manage inventory and resolve potential issues
Participate to daily briefings in the Rooms Division Collaborate with Learning and Development manager to provide support in training and ensure standards are met
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.
NON-ESSENTIAL FUNCTIONS :
Provides Crunch Team assistance throughout the hotel.
Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the GSA, Bell / Door Staff, CORE, and Housekeeping coverage.
Works closely with Door/Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests.
Work closely with Rooms Division team to ensure that all guest special requests and needs are met and customized to their preferences.
KNOWLEDGE AND SKILLS :
Education: College degree preferred.
Experience: 3-4 years of luxury hotel experience in Rooms Division
Skills and Abilities: Ability to read, write and English.
No. of employees supervised: Up to 15 directly, 30 indirectly on any particular day.
Travel required: Minimal; to provide assistance to other Four Seasons Hotels.
Hours required: Since your position is at a managerial level, you will be expected to work the hours necessary for the successful completion of your objectives, without receiving overtime pay
What to Expect: You Will…
Be part of a cohesive team with opportunities to build a successful career with global potential
Have access to a robust benefit plan
Have the opportunity to engage in diverse and challenging work
Derive a sense of pride in work well done
Be recognized for excellence
Learn more about what it is like to work at Four Seasons – visit us:
https://careers.fourseasons.com/us/en/
http://www.linkedin.com/company/four-seasons-hotels-and-resorts
https://twitter.com/fsnydowntown
https://www.facebook.com/FourSeasonsHotelNewYorkDowntown
We look forward to receiving your application.
******Please note that due to the large number of responses we receive, only candidates being considered for the above position will be contacted for an interview. ******
Salary Range- $115,000- $120,000
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
💡 Quick Summary
Seeking a career-building opportunity? The Assistant Director of Rooms position is now open for candidates interested in the Real Estate sector. This role in New York City offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Real Estate is a plus.