Assistant Director of Front Office
4 weeks ago
**Company Background**
The Standard is one of the most culturally engaged hotels in the world. Hotels with real cultural life, an inclusive spirit, and a true creative attitude. It is a destination layered with events and amusements that leave you with an uplifted feeling.
The Standard's irreverent and playful sensibility, combined with careful consideration of design, detail, and service, has established its reputation as a pioneer of hospitality, travel, dining, nightlife, and beyond. The Standard hotels are known for their taste-making clientele, pioneering design, and unrelenting un-Standard-ness.
**Mission Statement**
To create the experience by embracing and empowering a diverse collective of team members, collaborators, and guests who choose to call The Standard home.
**Our Purpose**
The Standard’s commitment is to be an anchor for each neighborhood in which we reside and 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 become whomever you like, even if for just 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. **It’s WHO WE ARE**
**#StandardFamily**
**Job Title**: Assistant Director, Front Office
**Department**: Rooms
**Location**: Front Office
**Reporting to**: Director of Front Office/Director of Rooms
**Responsible for**: Front office staff
**Job Purpose**: Manage all aspects of the front office areas, which may include, but are not limited to, guest registration, bell services, business center, telephone services, concierge services, 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 Duties & Responsibilities**
- Provides an issue-free work environment through motivation, support, empowerment, and development for all personnel.
- Proactively builds 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 and integrating our brand into every aspect of the guest experience.
- Approves and facilitates associates' 90-day and annual performance reviews.
- Assists in continuously evaluating the performance of Front Office staff and takes corrective actions when necessary.
- Maintains and accounts for assigned cash bank and front office cash records on a daily basis, documenting as necessary.
- Solves, rectifies, and mediates guest’s issues.
- Corrects billing adjustments when necessary.
- Reviews daily arrivals and ensures all guest preferences and special requests are fulfilled.
- Approves/conducts monthly departmental meetings with Front Desk Managers, including preparing the agenda, scheduling, and preparing the meeting minutes/follow-up.
- Implements and monitors the “up-sell” incentive program.
- Completes all ordering/purchasing for the department in line with the checkbook/budget; any variance from the budget must be approved by senior management.
- Establishes supply par levels and ensures proper supply on hand at all times
- Oversee productivity performance in all Front office areas, flexing labor when necessary
- Approves Front Office schedules as prepared by Front Desk Managers
- Approves hourly line staff 90-day and annual reviews
- Prepares Desk Manager 90-day and annual reviews for Director of Front Office approval
- Assists Front Desk Managers as necessary.
- Monitors results of Arrival and departure audits conducted by Front Desk Managers.
- Plans and Conducts departmental training.
- Reviews and approves coaching/counseling (Disciplinary Action Forms) prepared by Front Desk Managers.
- Ensures succession planning for front desk managers, supervisors, and GSAs.
- Ensures the front desk manager has reviewed daily information with all associates, including VIPs, prior to the start of their shift.
- Ensures Groups are checked out, balances are paid and guest ledger is current for the day
- Review guests’ feedback from all sources and implement plans for improvement.
- Resolves/covers any staff shortages on shift and proactively resolves any future staffing issues.
- Establishes and Maintains Front Office inventory controls related to equipment, supplies, and uniforms.
- Maintains computer equ
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