Front Office Manager

Job Details:

Job Location:

Hotel Indigo FiDi - NEW YORK, NY 10006, Salary Range: $72,000.00 - $75,000.00 Salary/year, Job Category:
Hospitality - Hotel, Hotel Indigo is an Upscale, boutique lifestyle hotel brand featuring over 170 unique properties globally. Each location is individually designed to reflect the culture, architecture, and local stories of its surrounding neighborhood, delivering localized, design-led guest experiences paired with global hospitality standards.

The Front Desk Manager manages and coordinates the operations and activities of the front desk and lobby area and staff to achieve customer satisfaction, quality service, and compliance with established procedures/policies.

• Organizes, directs, and monitors daily activities of front desk agents in duties and responsibilities of front desk, concierge, bell/valet, security, and night audit services
• Be a brand ambassador; know and represent the Indigo brand story, local information and be inappropriate uniform at all times
• Directs, implements, and maintains service standards
• Maintains complete knowledge at all times of daily house count, expected arrivals/departures, scheduled in-house group activities, all room rates, special packages, and promotions; communicates information to appropriate staff
• Monitors guest registration, check-out, and telephone service
• Develops, implements, and monitors department budget; manages expenses within approved budget constraints
• Develops, implements, and maintains programs/processes to enhance guest satisfaction and ensure front office operations are efficient and profitable
• Performs front desk agent responsibilities as needed to process guests expediently including but not limited to checking guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guest reservations, and checking guests out of hotel
• Ensures that guests’ needs are fulfilled, and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed
• Assists front office staff with resolution of guest problems/complaints as needed
• Possesses and maintains thorough knowledge of hotel services, facilities, and policies and area’s attractions
• Monitors social media and travel sites for response and trends
• Prepares accurate and timely reports as required
• Hires, trains, supervises, motivates, and develops front office staff; manages schedules and workflow
• Assigns duties and monitors quality of work; assures staff conforms to organizational policies and procedures and safety regulations
• Provides day-to-day guidance and oversight of subordinates; actively works to promote and recognize performance
• Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions
• Performs other related duties as assigned by management

• Directly supervises employees within the department(s)
• Indirectly supervises employees within the department(s)
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

• Proven leadership and business acumen skills
• Demonstrated proficiency in supervising and motivating subordinates
• Basic competence in subordinates’ duties and tasks
• Good judgement with the ability to make timely and sound decisions
• Excellent written and oral communication skills. Bilingual skills a plus.
• Versatility, flexibility, and a willingness to work within constantly changing priorities…