Front Office Manager

Hyatt • New York, NY

99d • $70,000 - $75,000

About The Position

The Standard is one of the most culturally engaged hotels in the world. Hotels with real cultural life, an inclusive spirit and true creative attitude. A destination layered with events and amusements that leaves you with an uplifted feeling. The Standard's irreverent and playful sensibility, combined with a careful consideration of design, detail and service, have established its reputation as a pioneer of hospitality, travel, dining, nightlife, and beyond. The Standard hotels are known for their taste-making clientele, their pioneering design, and their unrelenting unStandard-ness. The mission is to create experience by embracing and empowering a diverse collective of team members, collaborators, and guests, who choose to call The Standard home. The Standard's commitment is to being an anchor for each neighbourhood in which we reside as well as a platform for culture and creativity. Bringing people together in its spaces to interact with each other in genuine ways. Our promise is to ensure that a stay is an experience and that a memory means making friends and having stories to tell. To understand why it exists is to understand that The Standard is a platform for people to meet, engage, learn, dine, sleep, dance, hideaway, make-believe, and do so while being yourself and having fun doing it. We think of ourselves as a stage, not just a hotel. Here, you can be whomever you like, even for a night. Here, you will meet new friends, find new challenges, eat new food, stay up late, sleep in later, and never even leave the property. We are unapologetically comfortable with disrupting expectations.

Requirements

• Experience in hotel management or front office operations.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to handle guest complaints and resolve issues effectively.
• Proficient in property management systems and reservations systems.
• Strong organizational skills and attention to detail.

Nice To Haves

• Previous experience in a luxury hotel environment.
• Knowledge of Coyle Standards.
• Experience with upselling techniques.
• Familiarity with budgeting and financial management.

Responsibilities

• Manage all aspects of the front office areas including guest registration, bell services, telephone services, concierge services, overnight operation, and guest reservations.
• Provide an issue-free work environment through motivation, support, empowerment, and development for all personnel.
• Proactively build positive working relationships through teamwork and clear communication.
• Ensure all decisions and actions align with The Standard, High Line's policy of 100% guest satisfaction.
• Continuously develop the brand and integrate it into every aspect of the guest experience.
• Approve and facilitate associates' 30/60/90-day and annual performance reviews.
• Evaluate the performance of Front Office staff and take corrective actions when necessary.
• Offer property tours to potential clients, guests, or investors as requested.
• Review and train all staff on Coyle Standards to maintain a goal of 90% in all areas.
• Maintain and account for assigned cash bank and front office cash record daily.
• Solve, rectify, and mediate guest issues and concerns.
• Correct billing adjustments when necessary.
• Review daily arrivals and ensure all guest preferences and special requests are fulfilled.
• Conduct monthly departmental meetings with Front Desk Managers.
• Monitor the Nor1 upsell system and maximize opportunities.
• Complete all ordering/purchasing for the department in line with budget.
• Oversee productivity performance in all Front Office areas.
• Prepare Front Office Managers' reviews for Director of Front Office approval.
• Assist Front Office and Desk Managers as necessary, including the Overnight shift.
• Prepare and approve coaching/counseling forms prepared by Front Office Managers.
• Facilitate the training and development of all associates.
• Ensure succession planning for Front Office Managers and staff.
• Ensure daily information is reviewed with all associates prior to their shift.
• Ensure groups are checked out and balances are paid.
• Monitor public areas to maintain a clean and inviting ambiance.
• Review guests' feedback and implement improvement plans.
• Resolve staff shortages that arise on shift.
• Establish and maintain Front Office inventory controls.
• Maintain computer equipment for proper functioning.
• Prepare and follow up on incidents and accident reports.
• Review no-shows balances and resolve discrepancies.
• Attend Daily Management Action Meetings in absence of the Director of Front Office.
• Communicate with all other departments to resolve outstanding guest issues.
• Complete a full lap of the city block around the hotel after every meal or snack.
• Review all group arrivals to ensure billing and room type information are correct.
• Participate in the interview process for front office positions as needed.
• Review schedules and maintain productivity in line with budget.
• Ensure payroll is updated daily and edits are minimal.
• Assist Director of Front Office with any requested tasks.
• Understand The Standard, High Line product and brand identity.
• Perform daily Guest Service Agent duties during peak periods.
• Perform miscellaneous duties as required.

Benefits

• Pay Rate $70k - 75k/ Year
• Excellent and Affordable Healthcare coverage
• Life Insurance, Disability Insurance, Pet Insurance
• 401k
• 160 hours of PTO / year and Company recognized holidays
• Employee Discounts on Rooms, F&B, Retail, and The Standard Marketplace
• Employee Meals, Employee Referral Program, Commuter Discounts
• Regular fun staff events and celebrations

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Accommodation
• Education Level: No Education Listed