Assistant Director of Front Office
Company Background
The Standard is one of the most culturally engaged hotels in the world. Hotels with real cultural life, an inclusive spirit and true creative attitude. A destination layered with events and amusements that leaves you with an uplifted feeling. The Standard's irreverent and playful sensibility, combined with a careful consideration of design, detail and service, have established its reputation as a pioneer of hospitality, travel, dining, nightlife, and beyond. The Standard hotels are known for their taste-making clientele, their pioneering design, and their unrelenting unStandard-ness.
Mission Statement
To create experience by embracing and empowering a diverse collective of team members, collaborators, and guests, who choose to call The Standard home. \
Our Purpose
The Standard’s commitment is to being an anchor for each neighbourhood in which we reside as well as a platform for culture and creativity. Bringing people together in its spaces to interact with each other in genuine ways. Our promise is to ensure that a stay is an experience and that a memory means making friends and having stories to tell. To understand why it exists is to understand that The Standard is a platform for people to meet, engage, learn, dine, sleep, dance, hideaway, make-believe, and do so while being yourself and having fun doing it. We think of ourselves as a stage, not just a hotel. Here, you can become whomever you like, even for a night. Here, you will meet new friends, find new challenges, eat new food, stay up late, sleep in later, and never even leave the property. We are unapologetically comfortable with disrupting expectations.
Job Title: Assistant Director, Front Office Department:
Reporting to: Director of Front Office
Job Purpose: Manage all aspects of the front office areas, which may include, but are not limited to, guest registration, bell services, business center, telephone services, concierge services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. As well as assisting the Director of Front Office in any requested tasks.
Main Responsibilities
Welcome guests in a friendly, prompt and professional manner.
Perform check-in and check-out procedures using Opera. Obtains guest information and ensures that the assigned room type and rate are correct. Review bills with guest upon check-out and obtains guest signature.
Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
Up-Sell rooms where possible to maximize hotel revenue.
Accurately process all cash and credit card transactions in accordance with established procedures including, but not limited to posting all charges, completing cashier and other reports, preparing deposit and counting/securing assigned bank.
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Communicates room statuses with housekeeping to coordinate timely check-ins and check-outs. Informs housekeeping of early arrivals and “rush” rooms.
Communicates with bellmen to deliver luggage or other items to guest rooms. Informs bellmen of guest requests.
Coordinates transportation to and from the airport.
Reviews log book and comments/complaints book at beginning of shift. Adds any important information to books throughout shift.
Reviews all planned arrivals and departures in Opera and notes estimated times.
Coordinates any room changes or moves.
Informs guests of any visitors.
Possibly provide guest with recommendations for dining, shopping, and for any other requests. Has a thorough and extensive knowledge of the area. Provides guests with directions.
Possibly, confirms lunch or dinner reservations with any of the internal and external restaurants for guests.
Ensures that supplies in amenity drawer are stocked and organized.
Ensures that lighting in lobby is appropriate.
Takes reservations when reservations department is not available or reservation requested in person.
Maintains a cashier bank. Prints ledger and closes cashier at end of shift.
Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions and information updates on changes.
Communicates important information with the previous and next shift.
Promote teamwork and quality service through daily communications and coordination with other departments.
Maintains a courteous and professional manner at all times. Has thorough knowledge of hotel property and services.
Ensures privacy and confidentiality for all hotel guests
Requirements:
Essential:
The Standard is one of the most culturally engaged hotels in the world. Hotels with real cultural life, an inclusive spirit and true creative attitude. A destination layered with events and amusements that leaves you with an uplifted feeling. The Standard's irreverent and playful sensibility, combined with a careful consideration of design, detail and service, have established its reputation as a pioneer of hospitality, travel, dining, nightlife, and beyond. The Standard hotels are known for their taste-making clientele, their pioneering design, and their unrelenting unStandard-ness.
Mission Statement
To create experience by embracing and empowering a diverse collective of team members, collaborators, and guests, who choose to call The Standard home. \
Our Purpose
The Standard’s commitment is to being an anchor for each neighbourhood in which we reside as well as a platform for culture and creativity. Bringing people together in its spaces to interact with each other in genuine ways. Our promise is to ensure that a stay is an experience and that a memory means making friends and having stories to tell. To understand why it exists is to understand that The Standard is a platform for people to meet, engage, learn, dine, sleep, dance, hideaway, make-believe, and do so while being yourself and having fun doing it. We think of ourselves as a stage, not just a hotel. Here, you can become whomever you like, even for a night. Here, you will meet new friends, find new challenges, eat new food, stay up late, sleep in later, and never even leave the property. We are unapologetically comfortable with disrupting expectations.
Job Title: Assistant Director, Front Office Department:
Reporting to: Director of Front Office
Job Purpose: Manage all aspects of the front office areas, which may include, but are not limited to, guest registration, bell services, business center, telephone services, concierge services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. As well as assisting the Director of Front Office in any requested tasks.
Main Responsibilities
Welcome guests in a friendly, prompt and professional manner.
Perform check-in and check-out procedures using Opera. Obtains guest information and ensures that the assigned room type and rate are correct. Review bills with guest upon check-out and obtains guest signature.
Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
Up-Sell rooms where possible to maximize hotel revenue.
Accurately process all cash and credit card transactions in accordance with established procedures including, but not limited to posting all charges, completing cashier and other reports, preparing deposit and counting/securing assigned bank.
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Communicates room statuses with housekeeping to coordinate timely check-ins and check-outs. Informs housekeeping of early arrivals and “rush” rooms.
Communicates with bellmen to deliver luggage or other items to guest rooms. Informs bellmen of guest requests.
Coordinates transportation to and from the airport.
Reviews log book and comments/complaints book at beginning of shift. Adds any important information to books throughout shift.
Reviews all planned arrivals and departures in Opera and notes estimated times.
Coordinates any room changes or moves.
Informs guests of any visitors.
Possibly provide guest with recommendations for dining, shopping, and for any other requests. Has a thorough and extensive knowledge of the area. Provides guests with directions.
Possibly, confirms lunch or dinner reservations with any of the internal and external restaurants for guests.
Ensures that supplies in amenity drawer are stocked and organized.
Ensures that lighting in lobby is appropriate.
Takes reservations when reservations department is not available or reservation requested in person.
Maintains a cashier bank. Prints ledger and closes cashier at end of shift.
Respond appropriately to guest complaints. Make appropriate service recovery gestures in order to ensure total guest satisfaction.
May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions and information updates on changes.
Communicates important information with the previous and next shift.
Promote teamwork and quality service through daily communications and coordination with other departments.
Maintains a courteous and professional manner at all times. Has thorough knowledge of hotel property and services.
Ensures privacy and confidentiality for all hotel guests
Requirements:
Essential:
- Ability to read, comprehend, and carry out instructions, preferably bilingually.
- Have at least 1 to 3 months prior experience in similar position.
- Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions
- Ability to add and subtract two-digit numbers and multiply and divide by 10s and 100s. Ability to perform these operations using units of American money and weight measurement, volume, and distance
- Ability to deal with problems involving a few concrete variables in standardized situations
- Have organizational skills.
- Have sanitation skills.
- Open availability must be considered.
- The proper means of transportation must be considered.
- Level of experience in a high volume, high-end hotel is recommended but not required.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 lb. without assistance.
- Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability, and visual acuity.
- Stand, sit, or walk for an extended period of time or for an entire work shift.
- Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
- Remain in a stationary position for extended periods of time.
- Work with sharp objects in a safe manner.
- Will be exposed to hot and cold temperature extremes.