FRONT OFFICE MANAGER
Reports to
Director of Front Office
Shift
Split—AM, PM and Overnights. Includes weekends and holidays.
Summary
Management position, responsible for the daily operation and management of the front house departments to ensure maximum guest service in a small full function union, upper westside property; staff includes front desk agents and housemen. Follow all company, safety, and security policies and procedures.
Develop and maintain positive working relationships with others. Listen and respond appropriately to the concerns of guests and employees; ensure staff members are professional and courteous to all guests; correct and discipline staff when necessary. Protect company assets.
Responsibilities include (but are not limited to)
- Manage operations of front house staff, including guest check-in, luggage handling, room orientation and curbside guest greeting/assistance. Review pre-shift reports daily and take appropriate action as needed. Ensure that policies and procedures are complied with for the highest standard of service and guest satisfaction.
- Assist with receiving and recording hotel staff and guest personal packages and laundry
- Work closely on a daily basis with Revenue and Sales departments to review room availability status, room blockages, and special requests.
- Work closely with Engineering and Housekeeping departments to coordinate guest requests and other front desk calls.
- Monitor open and close on day status to maximize room revenue and demonstrate the concept of yield management.
- Assists in addressing any guest feedback and attending to their requests or enquires with promptness and finesse.
- Review guest comments; address and resolve all guest complaints and pass information on to Guest Relations for follow-up.
- Supervise and train all front desk staff to ensure that the best guest experience is provided.
- Supervise scheduling; send daily status reports; disseminate management information to front desk team.
- Be completely familiar with, maintain, and implement all front office policies and procedures, special rates, and special programs.
- Maintain front of house budget and cost effectiveness, suggesting changes/updates where appropriate and implementing said changes/updates as needed.
- Routinely checks billing instructions and guest credit for accuracy and compliance with hotel credit policy.
- Greet guests and assist front desk agents as needed.
Qualifications
Thorough knowledge of the hotel industry, guest services, and front office operations required.
Strong supervisory/management skills required.
Minimum of four to five full years of employment at front desk required.
Management experience in a related position.
Experience in a union hotel.
Experience with Opera.
Knowledge of hotel/HR policies and procedures and the ability to determine course of action based on these guidelines.
Ability to communicate information and hotel services to management and guests.
Job Type: Full-time
Pay: From $65,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Night shift
- Weekends as needed
Work setting:
Ability to commute/relocate:
- New York, NY 10023: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Hotel experience: 2 years (Preferred)
Work Location: In person