Front Office Manager

Front Office Manager The Standard is one of the most culturally engaged hotels in the world. Hotels with real cultural life, an inclusive spirit and true creative attitude. A destination layered with events and amusements that leaves you with an uplifted feeling. The Standard's irreverent and playful sensibility, combined with a careful consideration of design, detail and service, have established its reputation as a pioneer of hospitality, travel, dining, nightlife, and beyond. The Standard hotels are known for their taste-making clientele, their pioneering design, and their unrelenting un-Standard-ness. To create experience by embracing and empowering a diverse collective of team members, collaborators, and guests, who choose to call The Standard home. The Standard's commitment is to being an anchor for each neighborhood in which we reside as well as a platform for culture and creativity. Bringing people together in its spaces to interact with each other in genuine ways. Our promise is to ensure that a stay is an experience and that a memory means making friends and having stories to tell. To understand why it exists is to understand that The Standard is a platform for people to meet, engage, learn, dine, sleep, dance, hideaway, make-believe, and do so while being yourself and having fun doing it. We think of ourselves as a stage, not just a hotel. Here, you can become whomever you like, even for a night. Here, you will meet new friends, find new challenges, eat new food, stay up late, sleep in later, and never even leave the property. We are unapologetically comfortable with disrupting expectations. It's WHO WE ARE! Job Title: Front Office Manager Department: Front Office Location: The Standard, High Line Reporting to: Director of Front Office Job Purpose: Manage all aspects of the front office areas which may include, but are not limited to guest registration, bell services, telephone services, concierge services, overnight operation, and guest reservations to ensure guest satisfaction and maximize hotel profitability. As well as assisting the Director of Front Office in any requested tasks Main 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 Has a strategic perspective by continuously developing our brand and integrating it into every aspect of the guest experience Approves and facilitates associates 30/60/90-day and annual performance reviews Assists in continuously evaluating the performance of Front Office staff and takes corrective actions when necessary Offers property tour to potential clients, guests, or investors as requested providing detailed knowledge about the property and the brand Review and train all staff on Coyle Standards in order to maintain our goal of 90% in all areas 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 and concerns Corrects billing adjustments when necessary Reviews daily arrivals and ensures all guest preferences and special requests are fulfilled. Maintains and clean up profile information and notes Approves / Conducts monthly departmental meetings with Front Desk Managers including preparing the agenda, scheduling and preparing the meeting minutes/follow up Monitors the Nor1 upsell system, maximize opportunities, trains incentive program, and completes monthly audits Completes all ordering/purchasing for department in line with checkbook/budget to any variance to budget must be approved by senior management Oversee productivity performance in all Front office areas, flexing labor when necessary Approves Front Office schedules as prepared by Front Office Managers Prepares Front Office Managers 30/60/90 day and annual reviews for Director of Front Office approval Assists Front Office and Desk Managers as necessary, including the Overnight shift Prepare, reviews, and approve coaching / counseling (Disciplinary Action Forms) prepared by Front Office Managers Utilizes system to record Guest requests and work orders. Review reports for opportunities and trends Facilitates the training and development of all associates Ensures succession planning for Front Office Managers, Front Desk Manager, and Front Office Staff Ensures daily information has been reviewed with all associates prior to the start of their shift by Front Desk Manager including VIP's Ensures Groups are checked out, balances are paid and guest ledger is current for the day Monitors public areas to consistently maintain a clean, organized and inviting ambiance Reviews guests' feedback from all sources and implements plans with Guest Experience Manager 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 to resolve and prevent future incidents Reviews no-shows balances and resolves any discrepancies Attends Daily Management Action Meetings in absence of the Director of Front Office Attends department meetings, including BEO, Sales Groups, Payroll, etc. in absence of Director of Front Office Communicates with all other departments to ensure any outstanding guest issues have been resolved Complete a full lap of the city block around the hotel after every meal or snack Reviews all group arrivals to ensure billing and room type information are correct Participates in interview process for front office positions as needed and completes all necessary documentation required by Human Resources 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 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 miscellaneous duties as required Physical: 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. Technical Skill Requirements: Ability to multi-task, prioritize and work in a fast-paced environment Ability to create, implement and analyze manual and automated reports Operational knowledge of reservations and national sales process Knowledgeable of all corporate department functions Ability to develop and deliver effective training Comprehensive knowledge of personal computers and various property specific applications, including Opera, HyGeo, Colleague Advantage, Canary, Salto, and Unifocus Compensation: Pay Rate: $75k - $80k per year Excellent and Affordable Health Care coverage Life Insurance, Disability Insurance, Pet Insurance Up to 104 hours PTO, 56 hours - Paid Protected Time Off (Sick), 32 hours - Unpaid Protected Time Off, 20 hours Paid Prenatal Leave 401k - Company matching up to 3% after 1 year Employee Discounts on Rooms, F&B, Retail, and The Standard Marketplace Employee Meals, Employee Referral Program, Commuter Discounts Regular fun staff events and celebrations! HYATT Hotels