Overnight Front Desk Manager

Our mission is to provide creatively inspired hospitality that successfully achieves the best in hotel service but also delivers unforgettable experiences fueled by culture for our guests and local communities—always leaving people with surprise and delight.

We bring these promises to life by embracing and empowering a diverse collective of team members, collaborators and guests that choose to call The Standard home.

We are anything but standard. Our DNA is unconventional, dynamic and irreverent.
Unconventional: “That's the way it is done” mentality is never the answer.
Dynamic: We give guests what they want before they know they need it
Irreverent: Play is always just important as stay.

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.

Performs miscellaneous duties as required.

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 related area

· College degree or currently studying hospitality, business, management

Standard High Line Employer, LLC (the “Company”) is an Equal Opportunity Employer. All employment decisions are to be made without regard to race, color, age, sex, gender, sexual orientation, gender identity or expression, pregnancy, religion, creed, marital status, transgender status partnership status, familial status, national origin/ancestry, alienage or citizenship status, unemployment status, mental or physical disability or medical condition, handicap, military status, veteran’s status, genetic information, status as a victim of domestic violence, status as a victim of sex offenses or stalking, employment status, or any other status protected by federal, state, or local law. We endeavor to select, place, train, and promote the best qualified individuals based upon job-related factors such as ability, work quality, suitability, experience, and potential

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