Front Office Manager

[{{ $ctrl._job.status.name | translate}}] Front Office Manager
The Carlyle

Posted

Job description

Job Title: Front Office Manager

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

Job Description: • 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 staff.
• 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, Package Room 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.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• 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 Desk 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 Front Office Manager, preferably in a luxury or ultra-luxury hotel.
• 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.

Requirements

See description

Job type
Full-time
Location
Lenox Hill, New York, NY, United States
Department
Front Office reception
Starting in
As soon as possible

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