Front Office Manager

Front Office Manager

The Standard is one of the most culturally engaged hotels in the world. Hotels with a real cultural life, an inclusive spirit, and a 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.

To create experience by embracing and empowering a diverse collective of team members, collaborators, and guests, who choose to call The Standard home. Our purpose is to be an anchor for each neighborhood 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 are unapologetically comfortable with disrupting expectations.

Manage all aspects of the front office areas which may include, but are not limited to guest registration, bell services, telephone services, concierge services, overnight operation, and guest reservations to ensure guest satisfaction and maximize hotel profitability. As well as assisting the Director of Front Office in any requested tasks.

Main responsibilities include :

• Provides an issue-free work environment through motivation, support, empowerment, and development for all personnel
• Proactively strives to build positive working relationships through teamwork and clear communication
• Ensures that all decisions and resulting actions are aligned with The Standard, High Line's policy of 100% guest satisfaction producing a high level of service
• Has a strategic perspective by continuously developing our brand and integrating it into every aspect of the guest experience
• Approves and facilitates associates 30 / 60 / 90-day and annual performance reviews
• Assists in continuously evaluating the performance of Front Office staff and takes corrective actions when necessary
• Offers property tour to potential clients, guests, or investors as requested providing detailed knowledge about the property and the brand
• Review and train all staff on Coyle Standards in order to maintain our goal of 90% in all areas
• Maintains and accounts for assigned cash bank and front office cash record on daily basis documenting as necessary
• Solves, rectifies, and mediates guest's issues and concerns
• Corrects billing adjustments when necessary
• Reviews daily arrivals and ensures all guest preferences and special requests are fulfilled. Maintains and clean up profile information and notes
• Approves / conducts monthly departmental meetings with Front Desk Managers including preparing the agenda, scheduling and preparing the meeting minutes / follow up
• Monitors the Nor1 upsell system, maximizes opportunities, trains incentive program, and completes monthly audits
• Completes all ordering / purchasing for department in line with checkbook / budget to any variance to budget must be approved by senior management
• Oversees productivity performance in all Front office areas, flexing labor when necessary
• Approves Front Office schedules as prepared by Front Office Managers
• Prepares Front Office Managers 30 / 60 / 90 day and annual reviews for Director of Front Office approval
• Assists Front Office and Desk Managers as necessary, including the Overnight shift
• Prepares, reviews, and approves coaching / counseling (Disciplinary Action Forms) prepared by Front Office Managers
• Facilitates the training and development of all associates
• Ensures succession planning for Front Office Managers, Front Desk Manager, and Front Office Staff
• Ensures daily information has been reviewed with all associates prior to the start of their shift by Front Desk Manager including VIP's
• Ensures Groups are checked out, balances are paid, and guest ledger is current for the day
• Monitors public areas to consistently maintain a clean, organized, and inviting ambiance
• Reviews guests' feedback from all sources and implements plans with Guest Experience Manager for improvement
• Resolves / covers any staff shortages that arise on shift and is proactive in resolving any future staffing issues
• Establishes and maintains Front Office inventory controls as it relates to equipment, supplies, and uniforms
• Maintains computer equipment for proper functioning and resolves / communicates with IT and PMS Support as required
• Prepares and follows up on incidents and accident reports to resolve and prevent future incidents
• Reviews no-shows balances and resolves any discrepancies
• Attends Daily Management Action Meetings in absence of the Director of Front Office
• Attends department meetings, including BEO, Sales Groups, Payroll, etc. in absence of Director of Front Office
• Communicates with all other departments to ensure any outstanding guest issues have been resolved
• Completes a full lap of the city block around the hotel after every meal or snack
• Reviews all group arrivals to ensure billing and room type information are correct
• Participates in the interview process for front office positions as needed and completes all necessary documentation required by Human Resources
• Reviews schedules and maintains productivity in line with budget
• Ensures that payroll is updated daily and edits are few as all associates are required to punch in / out
• Assists Director of Front Office with any requested tasks
• Understands The Standard, High Line product and brand identity, and upholds all service procedures and communication standards as outlined by brand Standard Operating Procedures
• Performs daily Guest Service Agent duties during peak periods or as needed
• Performs miscellaneous duties as required

Physical :

Compensation and Benefits :