Overnight Operations Manager
4 weeks ago
Loews Regency New York Hotel is seeking a highly skilled Overnight Manager to join our team. As a key member of our Front Desk team, you will be responsible for ensuring seamless guest experiences and maintaining the highest standards of service.
Key Responsibilities
- Lead daily agent activities at the Front Desk, ensuring all Team Members adhere to company standards.
- Interact with guests, handling all requests and providing exceptional service.
- Focus on exceeding guest expectations, delivering a four-diamond experience.
- Support Front Desk Agents with constant feedback and training.
- Understand customer needs and wants, improving processes through team and customer feedback.
- Manage inventory levels, working closely with the purchasing department.
- Coordinate quality, efficiency, and safe operations of the Front Office department.
- Ensure safe and efficient guest flow, reviewing occupancy patterns and Guest Services logs.
- Maintain open communication with other departments.
- Interact frequently with guests to ensure satisfaction with services.
- Attend required meetings for the position.
- Oversee Team Member supervision and work assignments to maximize performance.
- Conduct regular meetings and training as required.
- Answer guest inquiries and resolve complaints, taking action to ensure total guest satisfaction.
- Ensure all requests are handled promptly, accurately, and with courtesy.
- Review and maintain daily payroll reports, maintaining labor costs within budgetary guidelines.
- Distribute daily and group reports to appropriate parties.
- Perform other duties as assigned.
General Requirements
- Maintain a clean and excellent condition of the Back Office area and equipment.
- Properly stock all supplies in the Back Office Area.
- Execute emergency procedures in accordance with hotel standards.
- Notify appropriate individuals and departments of any problems or unusual matters.
- Attend all hotel meetings and training sessions.
- Be polite, friendly, and helpful to guests, employees, and management.
- Promote teamwork skills at all times.
- Comply with all hotel standards, policies, and rules.
- Comply with safety regulations and procedures.
- Remain current on hotel information and changes.
Qualifications
- Excellent communication and guest service skills.
- Knowledge of computer programs used in property management.
- Able to work a flexible schedule, including weekends and holidays.
- Bachelor's Degree in Hospitality Management or related field, or exceptionally strong technical and service skills.
- Minimum two years' experience as a Front Desk Agent at a comparable quality property.
Salary range for this position, based on experience, is $68,000.00 to $85,000.00.
Loews Hotels & Co is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.
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