$37.50 per hour.
Overtime eligible.
Front Office Manager (Night Manager Relief)
Supervises Directly
All front office personnel including guest reception, and bell staff and overnight staff.
Purpose
To assume full responsibility for the management of the day-to-day and long-term hotel guest reception, reservations, and telephone service operations, while maintaining established revenue, expense, and quality standards. To work with the Director of the Front Office to ensure an efficient operation that provides levels of service that consistently exceed visitor, guest, and ownership expectations. The individual must be hospitality oriented, with the ability to resolve customer issues, complaints, and problems in a quick, efficient manner and continuously improve the hotel's ability to anticipate our guests’ needs.
Responsibilities
Front Office Manager Responsibilities include (but are not limited to):
Active interaction with guests makes sure that guests are welcomed, checked in and allocated rooms quickly and politely.
Always being available to handle issues or complaints.
To uphold effective communication between front office staff with other departments (ie: housekeeping and reservations).
To make sure that all charges are correctly entered on the guest's bill and that this is always up to date.
To ensure that credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval and that written confirmation, purchase orders, or order numbers are on file.
To make sure that accounts are balanced daily.
To make sure effective and speedy check-out procedures.
To make sure that luggage is delivered to and collected from rooms in a timely manner.
To make sure that inquiries, messages, and bookings are dealt with courteously and efficiently.
To make sure that incoming and outgoing telephone calls are handled promptly and courteously.
To make sure that all Front of House staff are always correctly dressed.
To carry out or ensure that regular On-the-Job training is taking place to agreed standards.
To make sure that all Front of House areas are always clean and orderly.
To make sure that newspapers and parcels are delivered to rooms without delay.
To provide accurate and timeliness submission of all reports and administrative work.
To continually develop original and fresh techniques to enhance the guest service by monitoring trends within the industry and making suggestions on how these could be implemented.
Night Manager Duties and Responsibilities:
Manage and monitor activities of all overnight employees
making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
Direct and oversee all hotel operations during the night shift to ensure
guest
satisfaction and safety.
Conduct Briefing for all staff during Night Shift.
Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.
Always maintain a professional and high-quality service-oriented environment.
Ensure the accurate completion of the daily night audit
in a timely fashion.
Must be able to perform the full night
audit
if needed.
Oversee preparation of daily summary reports.
Assist the Front Office Manager in implementing and enforcing financial controls throughout the department, helping with control of operating
expenses, scheduling and purchasing.
Be aware and able to enforce all fire-life-safety procedures.
Remain current in all updates with regards to new procedures and training.
Report any suspicious persons, activities and/or hazardous conditions to the
Security
department and/or the Front Office Manager.
Qualifications / Job Requirements
Flexibility to work night shifts and cover the role of Night Manager Relief when needed.
Previous experience in hotel management, with a strong background in guest services
Excellent communication and interpersonal skills
Proficiency in Opera PMS
Strong organizational and problem-solving abilities
Effective leadership skills with the ability to hire, train, coach, guide, reward and develop staff, with emphasis on continuous improvement in guest service quality.
Ability to build effective relationships with senior managers, team members and guests.
Excellent oral and written English communication skills a must; second language is desirable.
This position requires a flexible schedule based on business demands.
The ideal candidate will possess exceptional organizational skills, including effective task delegation, time management and the ability to manage multiple priorities in a fast-paced environment.
Strong skills for analysis and problem-solving.
Strong attention to detail and organization skills.
Strong administrative skills, to include business writing, mathematics for basic accounting and knowledge of Microsoft Office programs.
Union experience preferred.
The Mark Hotel
The Mark is housed, as it has always been, in the beautiful, 1927 landmark building at the corner of 77th Street and Madison Avenue. But inside, The Mark has been completely reimagined, and given a new life and identity for the 21st century.
Designed by Jacques Grange and with impeccable service under the perfectionist eye of luxury hotel manager Olivier Lordonnois, The Mark combines old-world comfort, avant-garde design, the latest technologies and an unprecedented level of personal service to create the finest New York City five-star hotel of the 21st-century.
The Mark Restaurant by Jean-Georges in NYC features a masterful design by Jacques Grange and an innovative restaurant menu specially crafted by NYC's pre-eminent chef, the award-winning Jean-Georges Vongerichten.
Each New York City suite and guest room at The Mark Hotel is a luxurious, serene retreat. As in the great public spaces, the hotel's designer Jacques Grange applied his same bold vision and exacting eye for detail, but in a quieter, more private key. The furnishings for the guest rooms and suites have all been personally designed or selected by Mr. Grange, in pale soothing tones that evoke the height of Parisian luxury in the 1930s. State-of-the-art baths, sheathed in black and white marble and nickel fittings, are a contemporary update of Grand Hotel elegance. Beds custom-made for The Mark are dressed in the finest Italian linens.
| Address |
25 East 77th Street, New York, NY 10075 |
| Property Type |
Hotel |
| # Jobs |
2 |
