Director of Front Office
1 week ago
Summary
If you like to have fun while being a high performer, this is the job for you
Dream Downtown hails its 1960s role as the National Maritime Union headquarters. Inside, you are greeting by a lobby that seems to buzz with energy as if alive on its own; a glass-bottomed swimming pool floating in the ceiling high above; pockets of guests and locals alike catching up over cocktails or being mesmerized by their gadgets.
As much a place to play as it is to stay, our downtown hotel offers everything today’s urban traveler seeks for buttoning down, loosening up, or a little of both: 314 loft-style guest rooms and suites, luxurious amenities, unique event spaces and a friendly (if slightly overeager-to-please) staff that knows the ins and outs of everything NYC. Plus, all the dining and nightlife you could ask for, built right in.
Overview
The Director of Front Office is responsible for ensuring the operation of the Front Desk, Uniformed Services, Reservations and Pool Attendants in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.
**Responsibilities**:
Focus the Front Office Department on their role in contributing to the guest satisfaction and audit scores.
Monitor all V.I.P.'s and special guest requests.
Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
Motivate, coach, counsel and discipline all Front Office personnel according to Dream Downtown Hotel S.O.P.'s.
Conduct regular Front Office Manager meetings to ensure communication is transparent
Actively participate in Room Division meetings
Prepare and conduct all Front Office interviews and follow hiring procedures according to Dream Downtown Hotel S.O.P.'s.
Develop employee morale and ensure training of Front Office personnel and execution of Forbes standards.
Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, close the house as needed, etc.
Attend daily and monthly Rooms Upselling/Merchandizing meetings.
Review Front Office staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
Ensure that no-show revenue is maximized through consistent and accurate billing.
Maintain Dream Downtown Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
Work closely with Accounting on follow-up items, i.e., rejected credit cards, employee cashiering discrepancies, etc.
Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Monitor proper operation of the P.B.X. console and ensure that employees maintain Dream Downtown Hotel S.O.P.'s in its use.
Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Dream Downtown Hotel S.O.P.'s.
Ensure implementation of all Dream Downtown Hotel policies and house rules. Understand hospitality terms.
Create S.O.P.’s and revise existing ones as needed.
Ensure sign off of all Service Standards by Position for Front Office staff.
Assist in preparation of revenue and occupancy forecasting.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Must maintain constant communication with Housekeeping, Reservations and the Credit Manager.
Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
Coordinate all aspects of the ongoing implementation of the Hotel philosophy of service.
Ensure correct and accurate cash handling at the Front Desk.
Follow and enforce all Dream Downtown Hotel credit policies.
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
Maintain and monitor "Lost and Found" procedures and policies according to Dream Downtown Hotel standards.
Establish and maintain key control system.
Maintain required pars of all front office and stationary supplies.
Review daily Front Office work and activity reports generated by Night Audit.
Review Front Office log book and Guest Request log on a daily basis.
Ensure completion of daily MOD checklist.
Be familiar with all corporate sponsored programs, luxury programs, and the standards and procedures for each.
Maintain an organized and com
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