Assistant Front Office Manager

Triumph Hotels•New York, NY

1d•$67,000 - $70,000•Onsite

About The Position

This role is responsible for ensuring all Front Office quality standards are met and that policies and procedures are consistently applied. The Assistant Front Office Manager will oversee staff adherence to the employee handbook, manage shift handovers, and ensure guest satisfaction by addressing issues promptly. This includes coordinating with housekeeping for VIP room readiness and late checkouts, conducting daily staff training on the Standard of the Day, and meticulously reviewing arrival reports for accurate coding and guest information. A key aspect of the role is promoting guest reviews and maintaining the cleanliness and organization of the Front of House areas. The Assistant Front Office Manager also ensures staff are at their designated posts and that equipment is operational. They will be responsible for composing daily recaps for all departments, highlighting issues and areas needing follow-up, all while embodying the hotel's motto to anticipate guest needs and exceed expectations for an exceptional guest experience.

Requirements

Experience in Front Office operations.
Knowledge of hotel policies and procedures.
Ability to manage staff and ensure compliance with handbook guidelines.
Strong communication skills for inter-departmental coordination (e.g., with HSKP).
Proficiency in running and analyzing reports (arrivals report, MOD report).
Attention to detail for room coding and guest information verification.
Commitment to maintaining cleanliness and organization.
Ability to motivate staff and encourage guest feedback (e.g., TripAdvisor reviews).
Understanding of guest service principles to anticipate needs and exceed expectations.

Responsibilities

Ensure all Front Office quality standards are complied with and that policies and procedures are consistently applied.
Ensure all staff members are present for their shift and are in compliance with our employee handbook guidelines for appearance and uniform standards.
Review MOD report from prior shift and follow up with issues relating to the department and the guest to ensure guest(s) are satisfied.
Communicate with HSKP to have all VIP arrival rooms ready for inspection by 1pm.
Communicate any late checkouts to HSKP as soon as possible.
Review the Standard of the Day with shift staff.
Run arrivals report and verify all rooms are coded with correct rate code, source code and review any profile notes informing of special requests, late arrivals or other pertinent guest information.
Encourage all staff to mention and promote TripAdvisor reviews to be completed.
Ensure all areas of the Front of House are clean and clutter free.
Ensure all staff are posted at their correct posts and all bell carts are in clean and operational condition.
Compose daily recaps to all departments with any issues of the day and any areas requiring follow up.
Anticipate the guest's needs and exceed their expectations to ensure all guests have a great stay and return for years to come.