Position Department:
Front Office
Reports To:Direct: Director of Front Office
Supervises:Front office agents
Key Relationships:Internal: Front Office, Reservations, Housekeeping, Engineering, Sales, Food and Beverage, Security, Events, HR
External:Hotel guests/visitors.
Work Area:All back and front of house areas.
- under variable temperature conditions (or extreme heat or cold).
- under variable noise levels.
- outdoors/indoors.
- around fumes and/or odor hazards.
- around dust and/or mite hazards
- around chemicals.
Duties and Responsibilities:- Provides an issue free work environment through motivation, support, empowerment and development for all personnel.
- Proactively strives to build positive working relationships through teamwork and clear communication.
- Ensures that all decisions and resulting actions are aligned with The Standard, High Line's policy of 100% guest satisfaction producing a high level of service.
- Assists in continuously evaluating the performance of Front Office staff and takes corrective actions when necessary.
- Maintains and accounts for assigned cash bank and front office cash record on daily basis documenting as necessary.
- Solves, rectifies and mediates guest's issues.
- Corrects billing adjustments when necessary.
- Reviews daily arrivals and ensures all guest preferences and special requests are fulfilled.
- Minutes and follow up.
- Implements and monitors the "up-sell" incentive program.
- Oversee productivity performance in all Front office areas, flexing labor when necessary
- Approves hourly line staff 90 day and annual reviews
- Plans and Conducts departmental training.
- Ensures daily information has been reviewed with all associates prior to the start of their shift by Guest Servive Agents including VIP's.
- Ensures Groups are checked out, balances are paid and guest ledger is current for the day
- Reviews guests' feedback from all sources and implements plans for improvement.
- Resolves / covers any staff shortages that arise on shift and is proactive in resolving any future staffing issues.
- Establishes and Maintains Front Office inventory controls as it relates to equipment, supplies and uniforms.
- Maintains computer equipment for proper functioning and Resolves/Communicates with IT and PMS Support as required.
- Prepares and follows up on incidents and accident reports.
- Reviews no-shows and recommends action to be taken to the Director of Front Office.
- Communicates with other departments: housekeeping, maintenance, banquets to ensure any outstanding guest issues have been resolved.
- Reviews all group arrivals to ensure billing and room type information are correct.
- Participates in interview process for front office positions as needed.
- Reviews schedules and maintains productivity in line with budget.
- Ensures that payroll is updated daily and edits are few as all associates are required to punch in / out.
- Facilitates the training and development of all associates.
- Assists Director of Front Office with any requested tasks.
- Understands The Standard, High Line product and brand identity, and upholds all service procedures and communication standards as outlined by brand Standard Operating Procedures.
- Performs daily Guest Service Agent duties during peak periods or as needed.
- Performs daily Front Desk Agent duties during peak periods or as needed.
- Performs daily Bellman duties during peak periods or as needed.
- Performs miscellaneous duties as required.
Qualifications and Requirements:Brand Ambassador:Throughout the hotel we actively seek to employ a unique, diverse and thoughtful group of people that are committed to delivering our unconventional brand of hospitality while also growing with us.
- They are committed to and fully comprehend the idea of being of service;
- They do not just delight guests, but excite them-by creating unique, unexpected & memorable experiences;
- They are ambitious, vibrant and social/friendly individuals;
- They genuinely embrace diversity in all forms, interested to have people from all race and gender to be their friend;
- They encourage genuine relationships with guests that enable them to not only preempt needs but foresee desires;
- They have personality and depth;
- They have a desire and unyielding appetite for learning & knowledge-being in-the-know with what is happening in the city and around the world;
- They are creative in areas like music, cinema, art, performance, fashion, design, tech and business;
- They are engaging, socially adept and solution-based individuals able to navigate the scene with confidence and ease;
- They are able to entertain guests in a compassionate, respectful and meaningful manner;
- They are authentically themselves;
- They want to play a role in constructing a kinder and better world.
Essential:- Education: Bachelor's degree in hotel Management/Business Administration, plus five years Front office/Guest Service experience including management experience, or an equivalent combination of education and experience. Must speak fluent English. Additional language competency preferred.
This job requires ability to perform the following:
- Frequently standing up behind the desk and front office areas
- Carrying or lifting items weighing up to 50 pounds
- Handling various objects
- Use a keyboard to operate various property management and reservations systems, etc.
Other:- Communication skills are utilized a significant amount of time when interacting with guests and employees.
- Must be able to work nights, weekends, and/or holidays.
- Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
- Ability to travel to attend workshops, specialized training and/or certifications, etc.
Desirable:- Multi-lingual
- Prior work experience in a related area
- College degree or currently studying hospitality, business, management
