Company Background
The Standard is one of the most
culturally engaged hotels in the world. Hotels with real cultural life,
an inclusive spirit and true creative attitude. A destination layered
with events and amusements that leaves you with an uplifted feeling.
The
Standard's irreverent and playful sensibility, combined with a careful
consideration of design, detail and service, have established its reputation
as a pioneer of hospitality, travel, dining, nightlife, and beyond. The Standard
hotels are known for their taste-making clientele, their pioneering design,
and their unrelenting un-Standard-ness.
Mission
Statement
To create experience by embracing and empowering
a diverse collective of team members, collaborators, and guests, who choose
to call The Standard home.
Our Purpose
The
Standard’s commitment is to being an anchor for each neighbourhood in which
we reside as well as a platform for culture and creativity. Bringing people
together in its spaces to interact with each other in genuine ways.
Our
promise is to ensure that a stay is an experience and that a memory means making
friends and having stories to tell.
To understand why it exists is to understand that The Standard is a platform
for people to meet, engage, learn, dine, sleep, dance, hideaway, make-believe,
and do so while being yourself and having fun doing it.
We think
of ourselves as a stage, not just a hotel. Here, you can become whomever
you like, even for a night. Here, you will meet new friends, find new
challenges, eat new food, stay up late, sleep in later, and never even leave
the property. We are unapologetically comfortable with disrupting expectations.
It’s WHO
WE ARE!
#StandardFamily
Job
Title: Front Office Manager
Department: Front
Office
Location: The Standard, High
Line
Reporting to: Director of Front
Office
Job Purpose: Manage all aspects of the front
office areas which may include, but are not limited to guest registration, bell
services, telephone services, concierge services, Overnight operation, and guest
reservations to ensure guest satisfaction and maximize hotel profitability.
As well as assisting the Director of Front Office in any requested
tasks
Main Responsibilities
- Provides an issue
free work environment through motivation, support, empowerment and development
for all personnel - Proactively strives to build positive working
relationships through teamwork and clear communication - Ensures that all
decisions and resulting actions are aligned with The Standard, High Line’s
policy of 100% guest satisfaction producing a high level of service - Has
a strategic perspective by continuously developing our brand and integrating
it into every aspect of the guest experience - Approves and facilitates
associates 30/60/90-day and annual performance reviews - Assists
in continuously evaluating the performance of Front Office staff and takes
corrective actions when necessary - Offers property tour to potential
clients, guests, or investors as requested providing detailed knowledge about
the property and the brand - Review and train all staff on Coyle
Standards in order to maintain our goal of 90% in all areas - Maintains
and accounts for assigned cash bank and front office cash record on daily basis
documenting as necessary - Solves, rectifies and mediates guest’s issues
and concerns - Corrects billing adjustments when necessary
- Reviews daily arrivals and ensures all guest preferences and special
requests are fulfilled.
Maintains and clean up profile information and notes - Approves /
Conducts monthly departmental meetings with Front Desk Managers including
preparing the agenda, scheduling and preparing the meeting minutes/follow
up - Monitors the Nor1 upsell system, maximize opportunities, trains
incentive program, and completes monthly audits - Completes all
ordering/purchasing for department in line with checkbook/budget to any variance
to budget must be approved by senior management - Oversee productivity
performance in all Front office areas, flexing labor when necessary
- Approves Front Office schedules as prepared by Front Office Managers
- Prepares Front Office Managers 30/60/90 day and annual reviews for Director
of Front Office approval - Assists Front Office and Desk Managers
as necessary, including the Overnight shift - Prepare, reviews,
and approve coaching / counseling (Disciplinary Action Forms) prepared by Front
Office Managers - Utilizes system to record Guest requests and work
orders. Review reports for opportunities and trends - Facilitates
the training and development of all associates - Ensures succession
planning for Front Office Managers, Front Desk Manager, and Front Office
Staff - Ensures daily information has been reviewed with all associates
prior to the start of their shift by Front Desk Manager including VIP’s
- Ensures Groups are checked out, balances are paid and guest ledger
is current for the day - Monitors public areas to consistently maintain
a clean, organized and inviting ambiance - Reviews guests’ feedback
from all sources and implements plans with Guest Experience Manager
for improvement - Resolves / covers any staff shortages that arise
on shift and is proactive in resolving any future staffing issues
- Establishes and Maintains Front Office inventory controls as it relates
to equipment, supplies and uniforms - Maintains computer equipment
for proper functioning and Resolves/Communicates with IT and PMS Support
as required - Prepares and follows up on incidents and accident reports
to resolve and prevent future incidents - Reviews no-shows balances
and resolves any discrepancies - Attends Daily Management Action Meetings
in absence of the Director of Front Office - Attends department meetings,
including BEO, Sales Groups, Payroll, etc. in absence of Director of Front
Office - Communicates with all other departments to ensure any
outstanding guest issues have been resolved - Complete a full lap of
the city block around the hotel after every meal or snack - Reviews all
group arrivals to ensure billing and room type information are correct
- Participates in interview process for front office positions as needed
and completes all necessary documentation required by Human Resources
- Reviews schedules and maintains productivity in line with budget
- Ensures that payroll is updated daily and edits are few as all associates
are required to punch in / out - Assists Director of Front Office
with any requested tasks - Understands The Standard, High Line product
and brand identity, and upholds all service procedures and communication
standards as outlined by brand Standard Operating Procedures - Performs
daily Guest Service Agent duties during peak periods or as needed
- Performs miscellaneous duties as required
Physical:
- Frequently standing up behind
the desk and front office areas - Carrying or lifting items weighing up
to 50 pounds - Handling various objects
- Use a keyboard
to operate various property management and reservations systems, etc.
Technical Skill Requirements
- Ability
to multi-task, prioritize and work in a fast-paced environment - Ability
to create, implement and analyze manual and automated reports
- Operational knowledge of reservations and national sales process
- Knowledgeable of all corporate department functions
- Ability
to develop and deliver effective training - Comprehensive knowledge
of personal computers and various property specific applications, including
Opera, HyGeo, Colleague Advantage, Canary, Salto, and Unifocus
Compensation
- Pay Rate: $75k - $80k per
year - Excellent and Affordable Health Care coverage
- Life
Insurance, Disability Insurance, Pet Insurance Up to 104 hours
PTO, 56 hours - Paid Protected Time Off (Sick), 32 hours - Unpaid Protected Time
Off, 20 hours Paid Prenatal Leave
- 401k - Company matching up
to 3% after 1 year - Employee Discounts on Rooms, F&B, Retail,
and The Standard Marketplace - Employee Meals, Employee Referral Program,
Commuter Discounts - Regular fun staff events and celebrations!
This position is at a location where Hyatt is not
the employer. The employer of individuals working at this hotel may be
a third-party management company that is responsible for all employment benefits
and obligations at this location.
