Overnight Assistant Front Office Manager

7 days ago

New York, United States Thompson Central Park New York Full time

Summary

Overall, the Overnight Assistant Front Office Manager plays a crucial role in ensuring the smooth running of a hotel during the night shift and providing guests with a comfortable and safe experience.

The Overnight Assistant Front Office Manager will represent the Management during the night. The Overnight Assistant Front Office Manager assists in all aspects of the department including but not limited to operations, planning, budgeting, staffing, and payroll by hotel policies and procedures.

The Overnight Assistant Front Office Manager provides leadership and support to all members of the staff and enforces the Hotels Standards of Excellence in all areas supervised.
- JOB SCOPE:

- Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training, and correcting where needed.
- Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety.
- Conduct briefing for all staff during the Night Shift.
- Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.
- Check accommodations, make sure any special requests are carried out accordingly, greet guests upon arrival, and ensure escort to accommodations if appropriate.
- Always maintain a professional and high-quality service-oriented environment.
- Act as manager on duty for the hotel in the absence of the Management dealing with complaints, problem-solving, disturbances, special requests, and any other issues that may arise.
- Manage colleague payroll, track attendance in dimensions, time edits, and conduct call-arounds for Overtime as needed.
- Monitor and action In Gauge program.
- Coach, train, counsel hourly colleagues and administer discipline as needed.
- Balance the hotel room type inventory.
- Assist the host with completing the check-in process.
- Manage the night shift in the department ensuring all colleagues perform the tasks assigned to them and coordinate Front Office activities with other departments.
- Welcome our guests to the hotel in a friendly and helpful manner and ensure that the public areas are kept clean and tidy.
- Manage all guest requests and complaints received at the front desk, and report guest feedback and corresponding actions to Front Office Management daily.
- Must actively participate in the decision-making process on guest relocation for nights when overcapacity, execute accordingly, and ensure a smooth relocation process.
- Monitor and develop colleague performance to include, but not limited to, providing supervision, scheduling, assigning nightly work, conducting training, conducting counseling and evaluations, and delivering recognition and reward.
- Ensure the accurate completion of the daily night audit in a timely fashion.
- Oversee preparation of daily summary reports.
- Handle special guest requests.
- Should Show Initiative, Problem Solving, Staff Training, Team Leading.
- Work closely with the Housekeeping Department to improve guest services and foster cross-departmental communication.
- Be aware and able to enforce all fire-life safety procedures.
- Remain current in all updates about new procedures and training.
- Report any suspicious persons, activities, and/or hazardous conditions to the Security department.

**Qualifications**:
QUALIFICATIONS:
ESSENTIAL:

- 1 year management experience in: Front Office, Housekeeping, Reservations or a satisfactory combination of education and experience that provides for the skills necessary for this position.

DESIRABLE:

- Degree in Hotel Management

KNOWLEDGE, SKILLS, & ABILITIES:
ESSENTIAL:
Service Orientation:

- Troubleshoot in a diplomatic manner.
- Prioritize guest issues.
- Maintain enthusiastic and warm attitude in all circumstances.

Problem Solving
- Use good judgment and tact and maintain confidentiality.
- Work well under pressure while meeting deadlines
- Interact with people at all levels.
- Communicate effectively both verbally and in writing.

Leadership
- Front Office operations
- Front Office operating procedures and policies

Physical Skills
- Stand and walk for long period of time.
- Work effectively in a fast-paced environment.
- Maintain composure under pressure.

Group Process & Team Building
- Ability to train and monitor performance of staff.

DESIRABLE:

- Experience with Opera PMS
- Experience in a Union environment
- Experience in a luxury hotel environment

Salary Range: $74,000 - $80,000

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