Front Office Manager
3 days ago
Join The New Yorker Hotel by Wyndham team as a Front Office Manager, responsible for ensuring the smooth operation of Guest Services, Concierge, and Uniformed Services/Transportation. This role requires a strong focus on delivering exceptional customer service, maximizing room revenue, and occupancy.
Key Responsibilities:- Respond to guest requests, problems, complaints, and accidents in a timely and courteous manner.
- Motivate and coach Guest Services personnel to ensure high standards of service.
- Prepare and conduct interviews, follow hiring procedures, and develop employee morale.
- Maximize room revenue and occupancy by reviewing daily status, analyzing rate variance, and monitoring credit reports.
- Attend daily and monthly Rooms Merchandizing meetings and participate in required M.O.D. program.
- Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
- Prepare employee schedules according to business forecast, payroll budget guidelines, and productivity requirements.
- Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices, and checkbook accounting.
- Ensure that Wage Progress, Productivity, and the Ten Day Forecast are completed on a timely basis.
- 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, such as returned checks, rejected credit cards, employee discrepancies, etc.
- Operate all aspects of the Front Office computer system, including software maintenance, report generation, and analysis.
- Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
- Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
- Ensure implementation of all Highgate Hotel policies and house rules.
- 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.
- Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
- Ensure correct and accurate cash handling at the Front Desk.
- Follow and enforce all Highgate 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 Highgate Hotel standards.
- Establish and maintain key control system.
- Ensure participation within department for monthly Highgate Hotel team meeting.
- Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
- Monitor all V.I.P.'s, special guests, and requests.
- 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.
- At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
- Supervisory experience required.
- The ability to demonstrate exceptional Customer Service Skills.
- Must be proficient in Windows and Microsoft Office.
- Able to work long hours as sometimes required.
- Maintain a warm and friendly demeanor at all times.
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
- Attend all hotel required meetings and trainings.
- Participate in M.O.D. coverage as required.
- Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which include wearing nametags.
- Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
- Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
- Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
- Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
- Must be able to maintain confidentiality of information.
- Perform other duties as requested by management.
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