Assistant Front Office Manager

Triumph Hotels•New York, NY

11d•Onsite

About The Position

Ensure all Front Office quality standards are complied with and that policies and procedures are consistently applied. This role involves ensuring staff are present and adhere to employee handbook guidelines for appearance and uniform standards. The Assistant Front Office Manager will review the MOD report from the prior shift, follow up on departmental and guest-related issues to ensure guest satisfaction, and communicate with Housekeeping regarding VIP arrival rooms and late checkouts. They will also review the Standard of the Day with shift staff, run the arrivals report to verify room coding and guest information, and encourage staff to promote TripAdvisor reviews. Maintaining a clean and clutter-free Front of House, ensuring staff are at their correct posts, and that bell carts are operational are key responsibilities. Additionally, composing daily recaps to all departments regarding issues and follow-ups is required. The motto 'Anticipate the guest's needs and exceed their expectations' should guide all actions to ensure guests have a great stay and return.

Requirements

Compliance with Front Office quality standards, policies, and procedures.
Adherence to employee handbook guidelines for appearance and uniform standards.
Ability to review and act upon MOD reports.
Effective communication with Housekeeping regarding room readiness and late checkouts.
Proficiency in running and analyzing arrivals reports.
Knowledge of room coding (rate code, source code) and profile notes.
Skills in promoting guest reviews (e.g., TripAdvisor).
Ability to maintain cleanliness and organization of Front of House areas.
Capability to manage staff posts and ensure operational bell carts.
Competence in composing departmental recaps.
Focus on anticipating guest needs and exceeding 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.