Front Office Manager

POSITION OVERVIEW

At Aman we are on a mission to create the world’s ultimate luxury lifestyle brand; hotels, resorts, homes, experiences, and products which transform our guests’ and owners’ perspectives and daily lives. To achieve our ambitions, we capitalise on our unique combination of world-class and diverse talent, unmatched design, and access to locations, cultures, and experiences few are privy to.

We live by the ‘Aman way of life’ – a mindset shared by our guests, homeowners and employees which creates a lifelong sense of belonging driven by our values of:

• Invest in individuality – fostering an environment where each person can push boundaries, take risks, and challenge norms.
• Nurture pathfinder spirit – exploring experiences, opportunities and locations which transform into exciting new ventures.
• Act like owners – taking charge, leading by example and an immense sense of pride in our work.
• Celebrate communities – ensuring that every member of our community is looked after and nurtured in a compassionate, respectful, and collaborative manner.

The Front Office Agents will provide hotel support and service in accordance with the Aman’s Core Ambitions, Purpose, Brand Pillars, Values, Competencies and Spirit. The Front Office Agents will report directly to the Front Office Managers.

 

This position has an annual compensation rate of $85,000.

RESPONSIBILITIES

• Represent the property and the management by projecting a positive hotel image through excellent communication, efficient problem solving, and taking responsibility of guest needs
• Motivate and develop front desk staff to be proficient in all front desk operations
• Create a positive learning environment for front desk staff and staff of other departments
• Meet with Guest Services Manager daily to ascertain business needs for the day 
• Conduct daily front desk lineups
• Create weekly schedules based on occupancy forecast and staffing guidelines 
• Communicate with other departments regarding guest and department needs
• Review arrivals, departures, and future reservations for appropriate room assignments
• Monitor daily activities and itineraries of guests, and ensure information is disseminated to front desk staff
• Complete checklists and responsibilities as needed
• Ensure room keys are secure and key inventory is complete
• Work with Transportation department to ensure smooth departures, arrivals, and delivery
• Resolve guest issues and follow-up appropriately with other departments
• Share and disseminate guest information to appropriate departments or managers
• Participate in Manager on Duty program 
• Train lead training efforts on Opera, Hotsos, Voxer and other technology portals used
• Support Aman New York’s Core Ambitions, Purpose, Brand Pillars, Values, Competencies and Spirit daily to ensure Guest and Team Member Satisfaction.
• Support and maintain Aman’s belief in high luxury standards of service and creating a calm and private and inclusive environment for all guests and Team Members.
• Maintain clear communication between all Team Members within Aman New York to ensure consistency, transparency, and unity.
• Assist and maintain all guest and Amansanti requests, comments, and concerns in a courteous and efficient manner.
• Ensure high levels of cleanliness, health, and safety standards for guests and fellow Team Members.
• Attend all daily, monthly, and yearly trainings and meetings as directed.
• Uphold and enforce all hotel policies and procedures as stated in Amansanti handbook.
• Ability to support and collaborate with all departments within Aman New York to ensure unity and high luxury standards.

QUALIFICATIONS

• Job requires a 4-year degree or equivalent and/or progressive experience in relevant position within the industry
• At least 2-3 years’ experience in hospitality or guest services
• Must have excellent organizational skills, and excellent verbal and written skills
• Must be proficient in Windows, Word, Excel, PowerPoint. Opera PMS knowledge is preferred.
• Ability to stand for extended periods of time, lift, push, items, equipment, and packages of up to 20 lbs.