Front Office Manager

Hilton Grand Vacations•New York, NY

37d•$69,000 - $74,000

About The Position

The Front Office Manager manages, advises and coordinates all efforts of the front desk, reservations, night audit, telephone operations, bell, and concierge/club services functions to ensure outstanding owner and guest services. Accountable for the effortless and seamless movement of guests in and out of the resort providing exceptional levels of guest service through the guests stay. Act as Manager on Duty on occasion and respond to emergency calls. You will be responsible for driving company success through performing the following tasks to the highest standards: Manage the delivery of efficient check-in and check-out services and coordination of front office activities with other departments to ensure all standards are met and excellent customer service is provided. Ensure all guests/owners are being treated in an efficient and courteous manner and that all Hilton Grand Vacation standards are being applied. Oversees and determines the resolution of problems arising from owner/guest concerns with a commitment to satisfying every guest/owner. Reports any unresolved problems to the General Manager. Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest's happiness. Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest's expectations. Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guests satisfaction. Assists with owner and guest activities and recreation as required by management. Leads night audit activity and the preparation of weekly accounting reports ensuring property operations meets internal audit standards. Ensures the provision of special services to owners and guests. Ensure all Front Office quality standards are aligned with and that all policies and procedures are consistently applied. Routinely inspects department to ensure that equipment is in proper working condition and supplies are stocked. This role involves lightweight physical duties, including lifting items as needed e.g., office supplies or guest materials) Standing or sitting for extended periods of time during shifts. The front Office Manager is also responsible for assisting with the Owner's Lounge Manager duties during in the absence of the Owners Lounge Manger to ensure continued high-quality service and smooth operations. Manages and accounts for the accurate collection of monies due to the property. Work in conjunction with accounting to maintain and minimize levels of account receivables. Handles personnel functions such as selection, orientation, training, performance reviews, counseling, scheduling, pay and recognition. Maintains a positive collaborative work environment between staff and management. Helps develop management talent by acting as a mentor. Promotes team member empowerment. Ensures team members fully understand performance standards, uniforms and appearance standards. Ensure the timely completion of team member work schedules and performance appraisals. Supervises payroll hours and reports. Runs key control procedures. Attends management meetings and conducts departmental meetings. May be required to perform other reasonable duties as requested by management

Requirements

3-5 years of related experience
2+ years management or supervisory experience
Direct Front Desk or Front Office operations experience in hospitality environment.
College level reasoning, math, time management and negotiation skills.
Prior cash handling and computer experience required.
Ability to lead each field of the department independently.
Demonstrates excellence in service quality standards that affect guest satisfaction, responding to guests in a timely and professional manner. A courteous and professional demeanor must prevail when handling upset guests and difficult situations.

Responsibilities

Manage the delivery of efficient check-in and check-out services and coordination of front office activities with other departments to ensure all standards are met and excellent customer service is provided.
Ensure all guests/owners are being treated in an efficient and courteous manner and that all Hilton Grand Vacation standards are being applied.
Oversees and determines the resolution of problems arising from owner/guest concerns with a commitment to satisfying every guest/owner. Reports any unresolved problems to the General Manager.
Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest's happiness.
Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest's expectations.
Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guests satisfaction.
Assists with owner and guest activities and recreation as required by management.
Leads night audit activity and the preparation of weekly accounting reports ensuring property operations meets internal audit standards. Ensures the provision of special services to owners and guests.
Ensure all Front Office quality standards are aligned with and that all policies and procedures are consistently applied.
Routinely inspects department to ensure that equipment is in proper working condition and supplies are stocked.
This role involves lightweight physical duties, including lifting items as needed e.g., office supplies or guest materials)
Standing or sitting for extended periods of time during shifts.
The front Office Manager is also responsible for assisting with the Owner's Lounge Manager duties during in the absence of the Owners Lounge Manger to ensure continued high-quality service and smooth operations.
Manages and accounts for the accurate collection of monies due to the property.
Work in conjunction with accounting to maintain and minimize levels of account receivables.
Handles personnel functions such as selection, orientation, training, performance reviews, counseling, scheduling, pay and recognition.
Maintains a positive collaborative work environment between staff and management.
Helps develop management talent by acting as a mentor. Promotes team member empowerment.
Ensures team members fully understand performance standards, uniforms and appearance standards.
Ensure the timely completion of team member work schedules and performance appraisals.
Supervises payroll hours and reports.
Runs key control procedures.
Attends management meetings and conducts departmental meetings.
May be required to perform other reasonable duties as requested by management