Hotel / Resort Jobs | Front Office Manager

Front Office Manager

New York, NY

Description

PRIMARY OBJECTIVE OF POSITION:

In conjunction with the Assistant Director of Front Office, administers all Front Office Operations to ensure quality standards, profitability and control costs. The Front Office Manager is to be fully versed on the Langham Brand Standards, Forbes Service Standards and Langham’s Quality League model and communicates this information to the Guest reception team.

Responsibilities include but are not limited to:

Assists in leading and motivating all Front Office colleagues to include hiring, training, communicating objectives for the day, disciplining, scheduling and performance evaluations to ensure adherence to all service and productivity standards.
Rotate with fellow Managers/Supervisors as needed/required to perform duties of the Night Manager.
Checks and coordinates with room reservations, front office systems, supplies forecasting and department budget to maximize revenue. Compiles and reports, including: rate and availability calendar.
Ensure Show Time is conducted in all areas and all colleagues are fully versed in Langham’s company philosophy, Brand Standards and Forbes service standards.
Communicates with guests and colleagues both verbally and in writing questions and provide clear direction in advising and instructing staff in work. Organizes, conducts and/or attends meetings to obtain and share information.
Ensures all colleagues are trained on defect resolution skills with appropriate follow up processes in place.
Assists with implementing and monitoring all corporate marketing programs from LHG.
Assists in check in/ check out of guests or any related guest service activity.
Perform other duties as requested. For example, special requests from guests.
Ensures that Langham’s 1865 recognition program for guests is in place and executed according to 1865/LHG standards.
Uses Quality League tools and creates a culture of empowerment for hourly colleagues to make decisions which will lead to creating great memories for our guests.
Ensures that daily training is provided for technical skills, hospitality updates, communication, management, and organizational skills. Leads by example: Provides a high-quality service environment and promotes aggressive and engaging hospitality towards all guests.
Be knowledgeable about all emergency plans and know how to act upon them. Report any unusual occurrences immediately to the Director of Security, Hotel Manager or the Managing Director as appropriate.
At all times strive to represent The Langham, New York and LHG in the most professional and courteous manner.

Requirements

EXPERIENCE REQUIRED:

Minimum of two to three years’ experience as Manager within Rooms Division, preferably in a luxury hotel.

SPECIAL SKILLS REQUIRED:

Considerable knowledge of computer systems for registration, reservations and backup systems.
Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
Ability to read, write, speak and understand the English language to communicate with guests and team members.
Thorough organizational and supervisory skills proficient in accomplishing the task.
Ability to coach and develop team members to encourage their growth in the hotel and Hotel Company.
Ability to analyze complex statistical data and make judgments accordingly.
Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

EDUCATION REQUIRED:

Bachelor degree, preferably hospitality

PHYSICAL DEMANDS:

Requires walking or standing to a significant degree
Ability to lift 20 lbs

LICENSES OR CERTIFICATES:

CPR Certification and/or First Aid Training preferred
Ability to obtain any government required license or certificate

Job Info

New York, NY

Langham Hospitality Group

Posted on: 01/31/2019

Position Available: Immediately

Work Permit: Applicants who do not already have legal permission to work in the location of this job will not be considered.

Management Position: Yes

Contact Info

Hiring Contact: Christine Wilsek

Contact Title: Regional Director of Human Resources US

Email: christine.wilsek@langhamhotels.com

Description

PRIMARY OBJECTIVE OF POSITION:

Responsibilities include but are not limited to:

Assists in leading and motivating all Front Office colleagues to include hiring, training, communicating objectives for the day, disciplining, scheduling and performance evaluations to ensure adherence to all service and productivity standards.
Rotate with fellow Managers/Supervisors as needed/required to perform duties of the Night Manager.
Checks and coordinates with room reservations, front office systems, supplies forecasting and department budget to maximize revenue. Compiles and reports, including: rate and availability calendar.
Ensure Show Time is conducted in all areas and all colleagues are fully versed in Langham’s company philosophy, Brand Standards and Forbes service standards.
Communicates with guests and colleagues both verbally and in writing questions and provide clear direction in advising and instructing staff in work. Organizes, conducts and/or attends meetings to obtain and share information.
Ensures all colleagues are trained on defect resolution skills with appropriate follow up processes in place.
Assists with implementing and monitoring all corporate marketing programs from LHG.
Assists in check in/ check out of guests or any related guest service activity.
Perform other duties as requested. For example, special requests from guests.
Ensures that Langham’s 1865 recognition program for guests is in place and executed according to 1865/LHG standards.
Uses Quality League tools and creates a culture of empowerment for hourly colleagues to make decisions which will lead to creating great memories for our guests.
Ensures that daily training is provided for technical skills, hospitality updates, communication, management, and organizational skills. Leads by example: Provides a high-quality service environment and promotes aggressive and engaging hospitality towards all guests.
Be knowledgeable about all emergency plans and know how to act upon them. Report any unusual occurrences immediately to the Director of Security, Hotel Manager or the Managing Director as appropriate.
At all times strive to represent The Langham, New York and LHG in the most professional and courteous manner.

Requirements

EXPERIENCE REQUIRED:

Minimum of two to three years’ experience as Manager within Rooms Division, preferably in a luxury hotel.

SPECIAL SKILLS REQUIRED:

Considerable knowledge of computer systems for registration, reservations and backup systems.
Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
Ability to read, write, speak and understand the English language to communicate with guests and team members.
Thorough organizational and supervisory skills proficient in accomplishing the task.
Ability to coach and develop team members to encourage their growth in the hotel and Hotel Company.
Ability to analyze complex statistical data and make judgments accordingly.
Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

EDUCATION REQUIRED:

Bachelor degree, preferably hospitality

PHYSICAL DEMANDS:

Requires walking or standing to a significant degree
Ability to lift 20 lbs

LICENSES OR CERTIFICATES:

CPR Certification and/or First Aid Training preferred
Ability to obtain any government required license or certificate

Front Office Manager

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