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.
Responsibilities

In the absence of Residences Management, Community and Lifestyle Concierge Supervisor is to manage the employees at the Residences, which include Concierge, Security, Engineering and Housekeeping (both FS employees and 3rd-party employee). Decision making in all matters related to the safety, security, satisfaction and well-being of home owners, tenants and employees.



Tasks

• Respond swiftly and effectively in any emergencies or safety concern. Community and Lifestyle Concierge Supervisor will work closely with Security when support needed.
• Routine patrol of the Residences including Front & Back of the House and public spaces to ensure all in order. Report damages or repair works on a timely manner with follow up to completion.
• Be involved with working plan for each month regarding to all potential renovations on the products or services from relative departments.
• Be empowered to assign tasks to the GSA, concierge etc..
• Assist with team goal setting s in people, products, profit and visions.
• Assist with conducting the policy and procedures and ensure its been implemented.
• Build up strong and effective communication style among the team and internal relative departments.
• Be involved with training plan and conduct training monthly properly.
• Ensure employees grooming are up to standard. Keep Department Head well inform of any area of concern.
• Resolve customer complaint in any aspect of the Residences, and build positive relationship with residents. Ensure all glitches are recorded accordingly. Handle all glitches based on facts and investigate all glitches accurately. To be neutral at all times maintaining professionalism.
• Handle all resident interactions with the highest level of hospitality and professionalism. Accommodate special requests whenever possible; assists residents in all inquiries in connection with residences and hotel services, hours of operations, key Residences personnel, in-house events, directions, etc. Respond to all resident requests in an accurate and timely manner. Making recommendations based on local knowledge and Residences practices. Can answer resident calls and direct them appropriately.
• 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 residents.
• Process packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner. Store and retrieve resident luggage and packages.
• Utilize variety of software programs to accurately input special arrangements the resident has made and to assure proper billing. Ascertain residents' satisfaction, post a la carte charges and presents bill to residents.
• Assist with collecting assessment fee and heating fee.
• Summarize unpaid billings and assist with payment follow up.
• Assist residents with utility and other day-to- day life enquires.
• Provide business services and post the charges to the resident account.
• Take in charge of working schedule and attendance management.
• General Monthly Inventory submission and inventory management.
• Comply with Four Seasons' Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
• Work harmoniously and professionally with co-workers and supervisors.
• Work on public holidays, shifts and additional shifts when deemed necessary based on business requirement.
• Must be familiar with Four Seasons Hotels & Resorts standard training manual and service culture. Ability to understand the Policy & Procedure and operating manuals.
• Prepare all reports and follow financial policies strictly.
• Frequent walk through of the Residences and represent the Residences in case of emergency.
• Provide 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 temporary parking at residences. Ensures the driveway are well maintained and properly manned at all times. Greet residents by opening their car door and welcoming them back home. Greet the residents and open the doors for all residents.
• Provide basic trouble-shooting support for in-room services such as internet, TV movies, games, and Web services.
Attend Residences Monthly Meeting.
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Skills And Competencies

• Fluent in English, reading and writing
Computer proficiency - (Excel, MS Word etc...)
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Experience

One to three years of employment in the related position with Four Seasons or other organizations

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Education

• Bachelors in Hospitality/Graduate from a reputed university