Front Office Manager

2 Lexington Avenue

Location: US - NY - New York

Mar 29, 2018
Gramercy Park Hotel
Job Details
  • Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction
  • Motivate, coach, counsel and discipline all Front Office personnel according to Gramercy Park Hotel S.O.P.'s
  • Carry a cell phone at all times
  • Prepare and conduct all Front Office interviews and follow hiring procedures according to Gramercy Park Hotel S.O.P.'s
  • Develop employee morale and ensure training of Front Office personnel
  • Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances , etc.
  • Attend daily and monthly Rooms meetings
  • Review Front Office staffs worked hours for payroll compilation and submit on a timely basis.
  • Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements
  • Ensure that no-show revenue is maximized through consistent and accurate billing
  • Maintain Gramercy Park Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting
  • Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments
  • Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming 
  • Monitor proper operation of the P.B.X. console and ensure that employees maintain Gramercy Park Hotel S.O.P.'s in its use
  • Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Gramercy Park Hotel S.O.P.'s
  • Ensure implementation of all Gramercy Park Hotel policies and house rules. Understand hospitality terms
  • Ensure sign off of all Service Standards by Position for Front Office staff.
  • Assist in preparation of revenue and occupancy forecasting .
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner
  • Must maintain constant communication with Housekeeping, Reservations, Security, Sales and Accounting
  • Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department
  • Coordinate all aspects of the ongoing implementation of the Gramercy Park Hotel philosophy of service
  • Ensure correct and accurate cash handling at the Front Desk
  • Follow and enforce all Gramercy Park Hotel credit policies
  • Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees
  • Establish and maintain key control system
  • Ensure participation within department for monthly Gramercy Park Hotel team meeting
  • Focus the Front Office Department on their role in contributing to the Guest Service and audit scores
  • Monitor all V.l.P.'s, special guests and requests
  • Maintain required pars of all front office and stationary supplies
  • Review daily Front Office work and activity reports generated by Night Audit
  • Review Front Office log book and Guest Request log on a daily basis
  • Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs
  • Conduct meetings according to Gramercy Park Hotel standards as required by management
  • Aware and able to train staff on how to handle all Starwood Preferred Guests (SPG) reservations before, during and after their stay
  • Maintain a warm and friendly demeanor at all times
  • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. Must be able to multitask and prioritize departmental functions to meet deadlines
  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner
  • Attend all hotel required meetings and trainings
  • Maintain regular attendance in compliance with Gramercy Park Hotel Standards , as required by scheduling , which will vary according to the needs of the hotel
  • Maintain high standards of personal appearance and grooming 
  • Comply with Gramercy Park Hotel Standards and regulations to encourage safe and efficient hotel operations
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary
  • Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives
  • Must be able to maintain confidentiality of information 
  • Perform many other duties requested by management
  • Long hours sometimes required
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift. carry, push, pull or otherwise move objects
  • Ability to stand during entire shift

Education & Experience:

  • At least 2 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience
  • Supervisory experience required
  • Must be proficient in Windows, Company approved spreadsheets and word processing
Additional Details
Applicants who do not already have legal permission to work in the United States will not be considered.
Medical, Dental, Vision, 401K
Rooms - Front Office/Guest Services