Director of Front Services

[{{ $ | translate}}] Director of Front Services
The Carlyle


Job description

Shift Type: Flexible

Job Title: Director of Front Services

Education: Bachelor's Degree

Location: The Carlyle, A Rosewood Hotel - NY, NY 10021 US (Primary)

Career Level: Department Head A

Category: Front Office (FD, Concierge, GS, BD, PBX, Valet, GR, Door)

Job Type: Full-time

Compensation Currency: USD

Travel: 0 - 10%

Responsible for the management of all aspects of the Front Desk, Concierge, and Guest Services (Bell, Door, Elevator Operator Attendants), in accordance with hotel standards.  Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff.
Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
Ensure that standards are maintained at a superior level on a daily basis. Conducts scheduled departmental training to reinforce standards on a regular basis.
Conducts quarterly feedback sessions with associates and creates action plan to address actionable items.
Develops Assistant Front Office Managers through defined Key Performance Objectives and established Personal Develop Plans
Ability to interact with various departments to ensure all guest requests are completed
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment.Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge at all times of:
All hotel features/services, hours of operation.
All room types, numbers, layout, decor, appointments and location.
All room rates, special packages and promotions.
Daily house counts and expected arrivals/departures/ VIP’s.
Room availability status for any given day.
Scheduled in-house group activities, locations and times.
All hotel and departmental policies and procedures.
Access all functions of the operating system.
Establish and maintain par levels for supplies and equipment. Ensure all tools and equipment are in working order
Ensure that current information on rates, packages and promotions are available at the Front Desk and that all staff is knowledgeable on such.
Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
Ensure that staff report to work as scheduled and necessary coverage in place to support business levels..
Assign work duties to associates.
Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
Inspect grooming and attire of staff; rectify any deficiencies.
Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
Constantly monitor staff performance in all phases of service and job functions. rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door/Elevator staff, and Concierge.
Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
Assist staff with their job functions to ensure optimum service to guests.
Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
Ensure security of guestroom access.
Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
Review previous night's reports and night audit function, verify and ensure billing of such.
Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Office procedures.
Anticipate sold-out situations and know how many rooms are overbooked.Handle overbooked or “walked” guests.
All other duties as required.
Job Requirements: QUALIFICATIONS:
Experience: Minimum two years’ experience as a Director/Front Office Manager, preferably in a luxury or ultra-luxury hotel. Previous experience managing a team, preferably in a union environment. 
Education: Bachelor’s degree preferred.    
General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data. 
Technical Skills: Familiarity with yields management and cost controls; ability to perform job functions with attention to detail, speed and accuracy, prioritize and organize, be a clear thinker, remaining calm and resolving problems using good judgment, follow directions thoroughly, understand guest’s service needs, work cohesively with co-workers as part of a team, work with minimal supervision, maintain confidentiality of guest information and pertinent hotel data, ascertain departmental training needs and provide such training, direct performance of staff and follow up with corrections when needed, input and access information in the property management system/computers/point of sales system. Experience using OPERA and HotSOS required.
Language: Required to speak, read and write English, with fluency in other languages preferred. 
Physical Requirements: Must be able to exert physical effort in transporting 25 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding. 
Licenses & Certifications: None required. 


See description

Job type
Lenox Hill, New York, NY, United States
Front Office reception
Starting in
As soon as possible

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