Director of Overnight Operations

Lotte New York Palace•New York, NY

1d•$100,000 - $108,000

About The Position

The posting title is Director of Overnight Operations, but the role description identifies the position as Front Office Manager. The Front Office Manager is responsible for the attentive, friendly, efficient, and courteous operation of Guest Services, Concierge, and Uniformed Services/Transportation, ensuring quality service before and throughout guests’ stays while maximizing room revenue and occupancy. The role supervises and develops Guest Services personnel, oversees front-office operations and systems, coordinates with other hotel departments, and helps maintain Highgate Hotel service standards, policies, and procedures.

Requirements

At least 5 years of progressive experience in a hotel or related field; alternatively, a 2-year college degree and 3 or more years of related experience, or a 4-year college degree and at least 1 year of related experience.
Supervisory experience required.
Exceptional customer service skills.
Proficiency in Windows and Microsoft Office.
Ability to work long hours when required.
Warm and friendly demeanor.
Effective verbal and written communication with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to handle problems by anticipating, preventing, identifying, and solving them.
Ability to understand and evaluate complex information and data from various sources.
Ability to maintain confidentiality.

Responsibilities

Respond to guest requests, problems, complaints, and accidents received at the Front Desk or through reservations, comment cards, letters, or phone calls; follow up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline Guest Services personnel according to Highgate Hotel S.O.P.'s.
Carry a cell phone at all times.
Prepare and conduct Guest Services interviews and follow hiring procedures.
Develop employee morale and ensure training of Guest Services personnel.
Maximize room revenue and occupancy by reviewing daily status, analyzing rate variances, monitoring credit reports and house counts, and observing selling status.
Attend daily and monthly Rooms Merchandizing meetings and participate in the M.O.D. program as scheduled.
Review Guest Services staff hours for payroll compilation and submit them to Accounting on time.
Prepare employee schedules according to business forecasts, payroll budget guidelines, and productivity requirements.
Maximize no-show revenue through consistent and accurate billing.
Maintain procedures for purchase orders, invoice vouchering, and checkbook accounting.
Complete Wage Progress, Productivity, and the Ten Day Forecast on time according to Highgate Hotel S.O.P.'s.
Maintain professional working relationships and open communication with managers, employees, and other departments.
Work with Accounting on returned checks, rejected credit cards, employee discrepancies, and other follow-up items.
Operate the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Monitor the P.B.X. console and ensure employees follow Highgate Hotel S.O.P.'s for its use.
Ensure staff greet and welcome guests at the Front Desk according to Highgate Hotel S.O.P.'s.
Implement Highgate Hotel policies and house rules and understand hospitality terms.
Ensure Guest Services staff sign off on all Service Standards by Position.
Assist with revenue and occupancy forecasting.
Ensure messages, packages, and mail are logged and delivered promptly and professionally.
Maintain constant communication with Housekeeping, Reservations, and the Credit Manager.
Coordinate ongoing implementation of the Highgate Hotel philosophy of service.
Ensure accurate Front Desk cash handling and enforce Highgate Hotel credit policies.
Ensure employees are attentive, friendly, helpful, and courteous to guests, managers, and coworkers.
Maintain and monitor Lost and Found procedures and policies and establish and maintain a key control system.
Ensure department participation in monthly Highgate Hotel team meetings.
Focus Guest Services on its contribution to Guest Service and audit scores.
Monitor V.I.P.s, special guests, and requests.
Maintain required par levels of front-office and stationery supplies.
Review daily Front Office work and activity reports generated by Night Audit.
Review the Front Office log book and Guest Request log daily.
Attend required hotel meetings and trainings and participate in M.O.D. coverage as required.
Maintain regular attendance and high standards of personal appearance and grooming, including wearing a nametag.
Comply with hotel standards and regulations to support safe and efficient operations; maximize productivity and help identify and resolve problem areas.
Perform other duties as requested by management.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) Retirement Plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program (EAP)
Educational opportunities and tuition reimbursement
Paid jury duty, personal, medical, and military leave in accordance with applicable law
Additional location-specific paid holiday, vacation, and sick leave provisions for employees based in Washington, Colorado, and California