Job Description
Gansevoort MEatpacking is looking for an Assistant Front Office Manager.
This position is ideal for someone with Hotel operations background with 1+ year of experience in Managerment Role.
Summary of Position: Responsible for the overall operation of the Front Office and assisting the Front Office Manager, including but not limited to Front Desk, Guest Service (Bell and Door Staff, Valet), and Concierge Services. Assume a pivotal role in overall guest satisfaction and the ultimate success of the Hotel.
Primary Functions:
• To serve as a Gansevoort Hotel Group Brand Ambassador and maintain integrity of brand standards and goals.
• To uphold and comply with GATSBY Standards, Coyle Standards and Gansevoort Core Values at all times.
• Establish and maintain standards of a 5 star service.
• Supervise the floor, employees, and employee/guest relationships.
• Manage Front Office day-to-day operations and oversee all Front Office personnel: handle employee complaints and make sure they reach Front Office Manager in timely manner; prepare staff schedules; ensure staff compliance with uniform and grooming standards; keep track of staff attendance, daily punches, punctuality and tardiness.
• Assist guests with check-in/check-out, collect payments in compliance with cash handling, credit card processing and accounting policies and procedures, assist with any guest requests, oversee and provide support to Guest Service Agents & Guest Attendants.
• Monitor and control daily operations of Front Office.
Specific Accountabilities:
• HOTEL OPERATIONS:
• Be present at the Front Desk at all times during the shift to assist guests with their needs and requests.
• Prepare for and participate in daily morning meetings. Review arrival list for all VIPs to check room allocations, amenities and special requests.
• Control room inventory to achieve maximum sell out at maximum rate.
• Work closely with Housekeeping Operations to control out-of-orders and discrepancy rooms.
• Perform daily guest room inspections when needed.
• Maintain proper credit and cash bank procedures.
• Assist in the reconciliation of charges originating from the concierge services.
• Ensure all guests' requests are placed and timely closed in Knowcross .
• Ensure that the workplace remains clean, tidy and safe.
• Complete Night Audit, prepare and ensure accuracy on the daily Flash Report, Guest Incident Log, and Pass-On Reports when needed.
• Maximize all revenue opportunities.
• Participate in Fire emergency response and evacuation plan as a Fire Brigade member.
• Perform any other duties as requested by senior management of the hotel. Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
• Be active participant and support your team in achieving the hotel goals and objectives.
• TEAM MANAGEMENT:
• Manage and motivate the Front Office team in order to provide a high standard of service for guests.
• Participate in departmental meetings, such as monthly staff meetings. Prepare meetings minutes when needed.
• Assist FOM with training, developing, counseling, and discipline of staff.
• Oversee and provide support to Guest Service Agents & Guest Attendants with all of their job responsibilities.
• Ensure accurate staffing towards business needs.
• Supervise Hotel staff during overnight shift.
• Supervise, direct, coordinate, influence and persuade staff in order to maintain service standards of hotel.
• Supervise all agents regarding closing paper work and money drops.
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies.
• Be active participant and support your team in achieving the hotel goals and objectives.
• Ensure all Gansevoort Hotel Group's standards and policies are followed by all team members at all time.
• GUEST RELATIONS:
• Deliver a consistently high standard of customer service within the department and the Hotel.
• Welcome guests and foster customer loyalty.
• Extend guests assistance, before and during their stay, and upon departure.
• Be the voice of the guests, communicate VIP's, repeat guests' and guests' preferences.
• Respond to guests' complaints in courteous, professional and rapid manner in order to resolve all guest difficulties.
• Process guests' disputes and claims.
• Attend pre-group arrival meetings as needed and works closely with Group Sales and Conference Services to coordinate group activity.
• Provide information about local attractions, shopping and points of interest in the city in a courteous manner; fill all reasonable guests' requests or requirements; anticipate guest needs.
• Take guest messages for in-house or arriving guests in accordance with procedures, with an emphasis on accuracy and proper follow-up.
• Provide reservations or coordination for land transportation, airlines, restaurants, sporting/cultural/concert events, babysitters, boat charters, beauty salons, car rentals, clubs, spa services, currency exchange, tours, flower orders, medical services, museums, water sports, etc.
• Assist guests in the use of the Business Center installations and related services i.e. faxes and copies.
• Facilitate, in conjunction with security and bell staff, the proper and expeditious flow of guest's packages, parcels, envelopes, US mail, equipment deliveries, etc; both incoming and outgoing.
• Prepare guests' amenity cards and VIP amenities as needed.
• Do the utmost to ensure that the guest departs satisfied.