Assistant Front Office Manager

Role Overview

• Directs activities of Front Office staff.
• Conducts performance evaluations and implements disciplinary actions as required.
• Reviews and manages department schedules to ensure staff is supported and business needs are being met.
• Ensures coordination of guest arrivals, departures and billing/credit requirements, including those requiring special attention, returning guests and groups.
• Ensures compliance with all financial and credit procedures and controls, including cash handling, disbursements and direct billings.
• Ensures the Front Office team is trained and well-versed with all service standards including Forbes.
• Effectively handles guest requests, concerns and complaints, ensuring timely and appropriate resolutions.
• Provides basic trouble shooting support for in-room services such as internet, TV movies, games and web services.
• Works with Bell staff to ensure smooth handling of guest luggage, deliveries and special requests.
• Takes prompt action in all matters related to the safety, security, well-being and satisfaction of hotel guests and employees.
• Responds swiftly and effectively in any emergency or safety-related situation.
• Provides coverage for Night Manager’s days off and vacation.
• Assist CORE Department with reservation needs.
• Attends all required leadership meetings as determined by the Asst. Director of Front Office.
• Complies with all Work Rules, Safety Standards and Standards of Conduct as set forth in the Employee Handbook.
• Works harmoniously and professionally with co-workers and supervisors.
• May be assigned other duties at the discretion of management.

Requirements

• Three to Five years in a similar role in a luxury hotel in NYC.
• NYC union experience preferred.
• Prior guest relations training preferred.
• Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers, and management to their understanding.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Ability to think quickly and act appropriately in emergency situations.
• Perform well under pressure situations, time demands, and work overtime when needed.
• Punctuality and regular and reliable attendance.
• Interpersonal skills and the ability to work well with co-workers and the public.
• Skill in the use of related tools (including hand and electric tools).
• General computer knowledge and ability to enter work orders, make notes, etc. or related system.
• Ability to work flexible schedule (AM, PM, Overnight, Weekends & Holidays).