Front Office Manager

Our Story 

The simple premise behind The Standard is that it is anything but. Founded in 1999, the goals of every Standard are to up the aesthetic stakes and defy convention while attending to every detail, embracing our local communities, providing a welcoming and inclusive environment for our teams, and, of course, delivering a smashing good time for our guests.

The Standard’s unique sensibility and voice, combines with careful consideration of design and service to deliver experiences that define neighborhoods and create destinations renown globally.

We believe in hospitality fueled by culture. As we take The Standard to new markets around the world, we retain and enhance our mission of creating hotels layered with personalities, collaborators, and amusements from culinary and nightlife to retail and wellness that surprise and delight our guests.

The Standard, High Line

Rising above a former elevated train line that has become downtown’s favorite public park, The Standard, High Line is in New York City’s Meatpacking District. Every one of the 338 hotel rooms features a full wall of floor-to-ceiling windows with sweeping views of Manhattan and/or the mighty Hudson River. The hotel’s inviting and scintillating public spaces include a bustling German beer garden at ground level, the rooftop discothèque Le Bain, the legendary Top of The Standard, and an outdoor public plaza with rotating art installations and activations. A neighborhood staple, The Standard Grill is classic New York blending traditional steakhouse with New American cuisine.

Mission Statement

Our mission is to create experiences by embracing and empowering a diverse collective of team members, collaborators, and guests, who chose to call The Standard home.

#StandardFamily

Job Purpose:

Manage all aspects of the front office areas which may include, but are not limited to guest registration, bell services, guest services, concierge services overnight operation, and guest reservations to ensure guest satisfaction and maximize hotel profitability. As well as assisting the Director of Front Office in any requested tasks. Manager on Duty as needed. 

Duties and Responsibilities:

• Provides an issue free work environment through motivation, support, empowerment and development for all personnel.

• Proactively strives to build 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.
• 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 record on 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.
• Minutes and follow up.
• Implements and monitors the “up-sell” incentive program.
• Oversee productivity performance in all Front office areas, flexing labor when necessary
• Approves hourly line staff 90 day and annual reviews
• Plans and Conducts departmental training.
• Ensures daily information has been reviewed with all associates prior to the start of their shift by Guest Servive Agents including VIP’s.
• Ensures Groups are checked out, balances are paid and guest ledger is current for the day
• Reviews guests’ feedback from all sources and implements plans for improvement.
• Resolves / covers any staff shortages that arise on shift and is proactive in resolving any future staffing issues.
• Establishes and Maintains Front Office inventory controls as it relates to equipment, supplies and uniforms.
• Maintains computer equipment for proper functioning and Resolves/Communicates with IT and PMS Support as required.
• Prepares and follows up on incidents and accident reports.
• Reviews no-shows and recommends action to be taken to the Director of Front Office.
• Communicates with other departments: housekeeping, maintenance, banquets to ensure any outstanding guest issues have been resolved.
• Reviews all group arrivals to ensure billing and room type information are correct.
• Participates in interview process for front office positions as needed.
• Reviews schedules and maintains productivity in line with budget.
• Ensures that payroll is updated daily and edits are few as all associates are required to punch in / out.
• Facilitates the training and development of all associates.
• Assists Director of Front Office with any requested tasks.
• Understands The Standard, High Line product and brand identity, and upholds all service procedures and communication standards as outlined by brand Standard Operating Procedures.
• Performs daily Guest Service Agent duties during peak periods or as needed.
• Performs daily Front Desk Agent duties during peak periods or as needed.
• Performs daily Bellman duties during peak periods or as needed.
• Provides an issue free work environment through motivation, support, empowerment and development for all personnel.
• Proactively strives to build 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.
• 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 record on 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.
• Minutes and follow up.
• Implements and monitors the “up-sell” incentive program.
• Oversee productivity performance in all Front office areas, flexing labor when necessary
• Approves hourly line staff 90 day and annual reviews
• Plans and Conducts departmental training.
• Ensures daily information has been reviewed with all associates prior to the start of their shift by Guest Servive Agents including VIP’s.
• Ensures Groups are checked out, balances are paid and guest ledger is current for the day
• Reviews guests’ feedback from all sources and implements plans for improvement.
• Resolves / covers any staff shortages that arise on shift and is proactive in resolving any future staffing issues.
• Establishes and Maintains Front Office inventory controls as it relates to equipment, supplies and uniforms.
• Maintains computer equipment for proper functioning and Resolves/Communicates with IT and PMS Support as required.
• Prepares and follows up on incidents and accident reports.
• Reviews no-shows and recommends action to be taken to the Director of Front Office.
• Communicates with other departments: housekeeping, maintenance, banquets to ensure any outstanding guest issues have been resolved.
• Reviews all group arrivals to ensure billing and room type information are correct.
• Participates in interview process for front office positions as needed.
• Reviews schedules and maintains productivity in line with budget.
• Ensures that payroll is updated daily and edits are few as all associates are required to punch in / out.
• Facilitates the training and development of all associates.
• Assists Director of Front Office with any requested tasks.
• Understands The Standard, High Line product and brand identity, and upholds all service procedures and communication standards as outlined by brand Standard Operating Procedures.
• Performs daily Guest Service Agent duties during peak periods or as needed.
• Performs daily Front Desk Agent duties during peak periods or as needed.
• Performs daily Bellman duties during peak periods or as needed.

Compensation and Benefits 

• Salary Range $65 - $72K / year
• Excellent and Affordable Health care coverage
• Life Insurance, Disability Insurance, Pet Insurance
• 401k with Company match
• 160 hours of PTO / year and Company recognized holiday
• Employee Discounts on Rooms, F&B, Retail, and The Standard Marketplace
• Employee Meals, Employee Referral Program, Commuter Discounts

Essential:

• Education:  Bachelor’s degree in hotel Management/Business Administration, plus five years Front office/Guest Service experience including management experience, or an equivalent combination of education and experience. Must speak fluent English. Additional language competency preferred.

• This job requires ability to perform the following:

• Frequently standing up behind the desk and front office areas

• Carrying or lifting items weighing up to 50 pounds

• Handling various objects

• Use a keyboard to operate various property management and reservations systems, etc.

Other:

• Communication skills are utilized a significant amount of time when interacting with guests and employees.

• Must be able to work nights, weekends, and/or holidays.

• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.

• Ability to travel to attend workshops, specialized training and/or certifications, etc.

Desirable:

• Multi-lingual

• Prior work experience in a front office setting, hotel management, or hospitality. 

College degree or currently studying hospitality, business, management.

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