Executive Front Office Manager

Full-Time

Description

SALARY RANGE: $80,000-$85,000

WHAT WE OFFER

• Medical/Dental/Vision - Competitive Team Member contribution rates
• Holiday Pay (9 days)
• Vacation Pay - start accruing day 1 and get up to 2 weeks the first year!
• Sick Pay (in accordance with NYC ESTA)
• Life Insurance and AD&D
• Short Term Disability
• Voluntary Life Insurance and AD&D
• Voluntary Long-Term Disability
• Voluntary Hospital Insurance, Critical Illness insurance, and Accident Insurance
• 401(k) Savings Plan – 100% vested and match starting after 60 days
• Commuter Program
• Wellness Program
• Education Assistance Programs
• Employee Perks through Working Advantage
• Complimentary gym membership
• TripAdvisor yearly incentive program

WHO WE ARE:

Taking a cue from our name, Luma brings a bright, fresh, innovative approach to the contemporary lifestyle hotel scene, in the epicenter of NYC. Nestled between corporate giants and the vibrant Times Square entertainment hub, LUMA stands tall at 30 floors, above West 41st Street. Situated in the lively Bryant Park vicinity, our location influences every aspect of our operation. Illustrating our focus on tech-savvy amenities, modern design, and intuitive service that appeals to our guests seeking comfort and productivity, whether they are traveling for business or leisure. Centrally positioned, we link our guests through the city and connect you with like-minded brands through strategic partnerships. With our independent mindset, LUMA shines as a pioneer in the realm of forward-looking hospitality.

Being affiliated with a hotel that ranks in the Top 1% in the world, #2 in United States Hotels by TripAdvisor's Best of the Best Travelers' Choice Awards and holds a Top 5 position on TripAdvisor, can offer a phenomenal career advancement opportunity. The prestige achieved across a global reach sponsors a distinguished recognition that can create an optimistic work environment with a focus on excellence and customer satisfaction. Employees may benefit from being part of a team that consistently delivers exceptional service, which can lead to a sense of pride and accomplishment in their contributions.

Providing employees with valuable experience and skills-building that will enhance their professional growth and propel their career development. The high standards set by the hotel to maintain its top ranking also translates into comprehensive training and excellent development opportunities for staff members. Additionally, working at a worldly renowned hotel can offer incredible exposure through networking opportunities with a diverse clientele, and the chance to work with a team of talented individuals who are passionate about hospitality. Overall, being committed with a thriving hotel can be a fulfilling and rewarding experience for anyone seeking a robust and dynamic environment.

THE ROLE:

Responsible for the overall operations of the Front Office department to include the front desk, bell, concierge and night audit. Responsible for the management of front office associates and ensuring standard operating procedures are maintained. Provides high quality guest service while generating maximum revenue for the department.

Front Office

• Create and establish standards, policies and procedures for the Front Office staff including front desk, bell, concierge and night audit.
• Create and implement concierge partners and services including transportation, parking, business services, restaurant reservations, dry cleaning, laundry, theater/attraction tickets, etc.
• Maintain organized and safe work areas including back office, storage rooms and bell closet.
• Manage and coordinate guest packages, dry cleaning and luggage storage.
• Handle guest complaints and requests. Resolve issues in a manner satisfactory to both the guest and the hotel.
• Analyze, monitor and respond to guest surveys and reviews or comments via third party aps and social media (Trip Advisor, Expedia, Google etc).
• Work with Sales and Revenue managers regarding guests and groups to communicate promotions, packages, seasonal events, etc with Front Office staff.
• Complete weekly, monthly and annual reports for the front desk, bell, concierge and night audit as necessary.
• Complete training to improve Front Office efficiencies and procedures and enhance management and guest service skills.

TRAINING

• Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each; ensure that all associates are properly trained in these.
• Facilitate new hire training.
• Facilitate departmental training modules; continually monitor, evaluate, and revise training content to reflect changes in the process; address the needs identified by associates.
• Coordinate monthly/quarterly trainings with HR for brand and customer service training
• Review and coach associates on all phone shops and on-site mystery shops

ADMINISTRATIVE

• Control hotel budget for the department.
• Monitor departmental, payroll and supply expenses in accordance with budgetary goals.
• Manage inventory and rates as needed.
• Holds department meetings and attends inter-departmental meetings.
• Conduct inspections of work areas regularly and address items that need attention.
• Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
• Notify management of any pertinent information related to shift activities.
• Determine the requirements for and the follow up on special groups, VIPs, etc.
• Participate in Hotel Manager on Duty Program.

WHAT WE LOOK FOR:

• Bachelor’s degree required or equivalent combination of education and experience.
• Minimum 3 years’ experience in a hotel front office management role.
• Boutique independent hotel experience preferred.
• Hotel experience with high ratings and exceptional customer service record.
• Fire Safety Director Certificate required

LUMA Hotel Times Square is an Equal Opportunity Employer. All qualified applicants and employees will receive consideration for employment without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. If you need accommodation for any part of the application process because of a medical condition or disability, please send an email to Zunachy Garcia at zunachy.garcia@lumahotels.com or call 646-952-6025 to let us know the nature of your request.

Qualifications

Behaviors

• Leader: Inspires teammates to follow them (Preferred)

Motivations

• Preferred

  Goal Completion: Inspired to perform well by the completion of tasks

Skills

• Problem Solving (Expert)
• Training (Advanced)
• Teamwork (Expert)
• Time-Management (Expert)
• Conflict Resolution (Expert)
• Customer Service (Expert)