Resort Assistant Manager - Front Office

About the role

The Resort Assistant Manager supports the Front Office Manager in overseeing daily front office operations at the Four Seasons Nevis resort, ensuring a seamless, personalized and exceptional experience for every guest. The role leads the Front Office team while maintaining Four Seasons' standards of luxury service, operational excellence and guest satisfaction.

Key responsibilities

• Deliver personalized, luxury-level guest service, handle VIP arrivals and special requests, resolve guest complaints and complaints professionally, and monitor guest satisfaction.
• Support the Front Office Manager with daily operations, efficient check-in and check-out, accurate room inventory and coordination of room assignments, and lobby flow during peak periods.
• Ensure compliance with resort policies, procedures and Four Seasons service standards.
• Supervise Front Desk Agents, Guest Service Representatives, Bell Staff and Concierge, run shift briefings, train and coach staff, monitor performance and give feedback, and help with scheduling and staffing.
• Support room revenue optimization through upselling and room category enhancements, keep guest accounts and billing accurate, monitor cash handling and conduct audits, and support departmental financial goals and KPIs.
• Prepare daily operational reports and shift summaries, review occupancy forecasts and arrival/departure reports, assist with payroll, scheduling and attendance tracking, and maintain guest records.

Required profile

• Diploma or degree in Hospitality Management, Business Administration or a related field preferred.
• Minimum of 3 years of progressive Front Office or luxury hospitality experience; previous supervisory or leadership experience preferred.
• Valid work authorization for St. Kitts & Nevis.
• Ability to work varying shifts, including mornings, evenings, weekends, holidays and overnight shifts.

Required skills

• Strong knowledge of Front Office operations, guest service standards and hotel systems.
• Excellent communication, interpersonal, leadership and problem-solving skills.
• Understanding of guest service recovery, upselling and revenue optimization.
• Core competencies: luxury hospitality mindset, leadership and team development, service recovery and conflict resolution, revenue awareness, attention to detail, professionalism and composure under pressure.

What we offer

• Competitive salary, wages and a comprehensive benefits package.
• Training and development opportunities.
• Employee discount on stays at any Four Seasons worldwide.
• Complimentary dry cleaning for employee uniforms and complimentary employee meals.