Front Office Manager

PROVIDENCE HOSPITALITY GROUP•New York, NY

22h•$72,000 - $75,000•Onsite

About The Position

Hotel Indigo is an Upscale, boutique lifestyle hotel brand featuring over 170 unique properties globally. Each location is individually designed to reflect the culture, architecture, and local stories of its surrounding neighborhood, delivering localized, design-led guest experiences paired with global hospitality standards. The Front Desk Manager manages and coordinates the operations and activities of the front desk and lobby area and staff to achieve customer satisfaction, quality service, and compliance with established procedures/policies.

Requirements

Proven leadership and business acumen skills
Demonstrated proficiency in supervising and motivating subordinates
Basic competence in subordinates’ duties and tasks
Good judgement with the ability to make timely and sound decisions
Excellent written and oral communication skills.
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
Acute attention to detail.
Strong organizational, problem-solving, and analytical skills.
Ability to manage priorities and workflow.
Proficient on Microsoft Office and brand internet platforms
Excellent customer service skills.
Ability to understand and follow written and verbal instructions
Professional appearance and demeanor.
Ability to effectively communicate with people at all levels and from various backgrounds.
Bachelor’s degree or equivalent preferred
Four years of front desk related experience or equivalent

Nice To Haves

Bilingual skills a plus.

Responsibilities

Organizes, directs, and monitors daily activities of front desk agents in duties and responsibilities of front desk, concierge, bell/valet, security, and night audit services
Be a brand ambassador; know and represent the Indigo brand story, local information and be inappropriate uniform at all times
Directs, implements, and maintains service standards
Maintains complete knowledge at all times of daily house count, expected arrivals/departures, scheduled in-house group activities, all room rates, special packages, and promotions; communicates information to appropriate staff
Monitors guest registration, check-out, and telephone service
Develops, implements, and monitors department budget; manages expenses within approved budget constraints
Develops, implements, and maintains programs/processes to enhance guest satisfaction and ensure front office operations are efficient and profitable
Performs front desk agent responsibilities as needed to process guests expediently including but not limited to checking guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guest reservations, and checking guests out of hotel
Ensures that guests’ needs are fulfilled, and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed
Assists front office staff with resolution of guest problems/complaints as needed
Possesses and maintains thorough knowledge of hotel services, facilities, and policies and area’s attractions
Monitors social media and travel sites for response and trends
Prepares accurate and timely reports as required
Hires, trains, supervises, motivates, and develops front office staff; manages schedules and workflow
Assigns duties and monitors quality of work; assures staff conforms to organizational policies and procedures and safety regulations
Provides day-to-day guidance and oversight of subordinates; actively works to promote and recognize performance
Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions
Performs other related duties as assigned by management