Overnight Front Office Manager
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 un-Standard-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. It’s WHO WE ARE!
#StandardFamily
Job Title: Overnight Front Office Manager
Department: Front Office
Location: The Standard, High Line
Reporting to: Director of Front Office
Job Purpose: The Overnight Front Office Manager oversees all aspects of the front office areas during the night, which may include, but are not limited to guest registration, bell services, telephone services, concierge services, overnight operation, and guest reservations to ensure guest satisfaction and maximize hotel profitability. They are to assist the Director of Front Office with any requested tasks.
Qualifications
Throughout the hotel we actively seek to employ a unique, diverse and thoughtful group of people that are committed to delivering our unconventional brand of hospitality while also growing with us:
- They are committed to and fully comprehend the idea of being of service
- They do not just delight guests and staff members, but excite them–by creating unique, unexpected & memorable experiences
- They are ambitious, vibrant and social/friendly individuals
- They genuinely embrace diversity in all forms, interested to have people from all race and gender to be their friend
- They encourage genuine relationships with guests that enable them to not only preempt needs but foresee desires
- They have personality and depth
- They have a desire and unyielding appetite for learning & knowledge—being in-the-know with what is happening in the city and around the world
- They are engaging, socially adept and solution-based individuals able to navigate the scene with confidence and ease
- They are able to entertain guests in a compassionate, respectful and meaningful manner
- They are authentically themselves
- They want to play a role in constructing a kinder and better world
Essential
- Three years Front office/Guest Service experience including management experience, or an equivalent combination of education and experience
- Must speak fluent English. Other languages desirable
- Ability to create, implement and analyze manual and automated reports
- Ability to multi-task, prioritize and work in a fast paced environment
- Operational knowledge of reservations and sales process
- Ability to develop and deliver effective training
- Comprehensive knowledge of personal computers and various property specific applications
Desirable
- Nightlife experience
- Education: Bachelor’s degree in hotel Management/Business Administration
- Knowledgeable of all market segments, management strategies and techniques
- Knowledgeable of all corporate department functions
Physical
- 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.
Main Responsibilities
- Manage nightly operations and assignments of the front office staff; schedule, plan, and assign work.
- Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
- 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
- Complete the audit process in Opera and turn the day
- Complete all reports, and audits for the accounting department
- Offer Bell services and complete deliveries as needed
- 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
- Has a strategic perspective by continuously developing our brand and integrating it into every aspect of the guest experience
- Assist in completing and facilitating associates 30/60/90-day and annual performance reviews
- Assists in continuously evaluating the performance of Front Office staff and takes corrective actions when necessary
- Offers property tour to potential clients, guests, or investors as requested providing detailed knowledge about the property and the brand
- Review and train all staff on Coyle Standards in order to maintain our goal of 90% in all areas
- 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 and concerns
- Corrects billing adjustments when necessary
- Reviews arrivals and ensures all guest preferences and special requests are fulfilled. Maintains and clean up profile information and notes
- Monitors the Nor1 upsell system, maximize opportunities, trains incentive program, and completes monthly audits
- Assists Front Office and Desk Managers as necessary, including the day shift
- Utilizes Opera system to record Guest requests and work orders. Review reports for opportunities and trends
- Ensures daily information has been reviewed with all associates prior to the start of their shift by Front Desk Manager including VIP’s
- Ensures Groups are checked out, balances are paid and guest ledger is current for the day
- Monitors public areas to consistently maintain a clean, organized and inviting ambiance
- Resolves / covers any staff shortages that arise on shift and is proactive in resolving any future staffing issues
- 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 to resolve and prevent future incidents
- Reviews no-shows balances and resolves any discrepancies
- Communicates with all other departments to ensure any outstanding guest issues have been resolved
- Decorate the office for all major Holidays
- Reviews all group arrivals to ensure billing and room type information are correct
- Ensures that payroll is updated daily and edits are few as all associates are required to punch in / out
- 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 miscellaneous duties as required
Technical Skill Requirements
- Ability to multi-task, prioritize and work in a fast paced environment
- Ability to create, implement and analyze manual and automated reports
- Knowledgeable of all market segments, management strategies and techniques
- Operational knowledge of reservations and national sales process
- Knowledgeable of all corporate department functions
- Ability to develop and deliver effective training
- Comprehensive knowledge of personal computers and various property specific applications, including Opera, HyGeo, Colleague Advantage, Canary, Salto, and Unifocus
Compensation
- Pay Rate: $70k - $80k per year
- Excellent and Affordable Healthcare coverage
- Life Insurance, Disability Insurance, Pet Insurance
- 401k with company match
- 160 hours of PTO/year and company recognized holidays
- Employee discounts on Rooms, F&B, Retail, and The Standard Marketplace
- Employee meals, Employee Referral Program, Commuter Benefits
- Regular fun staff events and celebrations!!!!