Front Desk Manager

2 weeks ago

Brooklyn, United States Ace Hotel Brooklyn Llc Full time

**SUMMARY**

Fortune favors the bold. Ace Hotel Brooklyn seeks kind, curious and industrious humans to join our family.

Ace Hotel’s home here is in Boerum Hill on the cusp of Downtown Brooklyn, at a geographical Venn diagram of overlapping energies — from the tree-lined streets and brownstones of Cobble Hill and Carroll Gardens all the way down to the restless East River. The ever-evolving intersection of everything.

The Front Desk Manager serves as the property Manager on Duty and oversees and supports the daily operations of guest services. They are responsible for checking guests in and out, running daily reports, handling guest transactions and maintaining a bank, and answering guest inquiries. They must ensure that the front desk guest experience is quick and efficient for all guests and visitors. In addition the Front Desk Night Manager is responsible for checking accounting records for accuracy and compiling information on a daily basis to report the hotel’s financial records.

**CORE FOCUS & ESSENTIAL RESPONSIBILITIE**S**
- Register guests with an emphasis on fulfilling requests, following special handling instructions, and adhering to established credit policies and procedures.
- Assist guests with retail purchases.
- Clean and restock retail space and front desk supplies.
- This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.
- Ensure all guest information is accurate and maintained in an organized manner.
- Post room charges and taxes to guest accounts.
- Post charges to the guest accounts that have not already been posted.
- Verify all internal comp charges have been accounted for and added to the tracking spreadsheet to accounting.
- Review open folio accounts and close/balance when possible.
- Verifies all that room rates are correct prior to rolling the day.
- Properly report and post no show revenues in accordance with the SOP.
- Prepared a summary of cash, check and credit card activities.
- Confirms that credit card reports match in each system.
- Check guests out of the property in accordance with procedures.
- Make change, cash checks, exchange foreign currency, and post charges/make adjustments to guest accounts.
- Accept reservations, changes, and cancellations.
- Reconcile transactions at the end of each shift, cash out, and maintain a balanced bank.
- Assist individuals and groups with room changes.
- Prepare the daily recap report and distribute to the distribution list.
- Work closely with the bell/valet staff to coordinate the efficient handling of luggage and follow up on guest requests, inquiries, etc.
- Greet guests in all public areas of the property; answer questions, handle requests, and offer directions, as needed.
- Complete wake-up calls.
- Work with the Front Office Leadership team regarding hotel business to keep them informed.
- Maintain positive and professional communication with all staff.
- Provide recognition to others, including co-workers, supervisors, managers, and directors.
- Participate in meetings to learn about programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
- Ensure a healthy and safe work environment for co-workers and guests.
- Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
- Promote property outlets to guests.
- Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
- Resolve guest complaints using property procedures.
- Create a positive environment in which all employees have the ability to maximize their potential.
- Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
- Participate in daily pre-shift meetings.
- Always smile and offer a warm greeting to all.
- Take initiative to offer assistance throughout the property.
- Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.
- Must have complete knowledge of emergency procedures.
- Perform additional duties as requested by department managers and supervisors.
- Communicate with supervisors and managers to ensure that assigned duties are completed to standard.
- Coordinate operations with other departments, as needed.
- Present a professional image to employees, guests, clients, owners, and investors.
- Review and develop guest history records to enhance personalized service for repeat guests.
- Maintain confidentiality of guest, employee, and company information.

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

**ESSENTIAL QUALIFICATIONS**

To perform this job successfully, an individual must be able to perform each essential duty sat

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