Front Office Manager - Innside New York

Job Description

Front Office Manager

Innside New York by Melia

New York, NY

 

REPORTS TO: Director of Rooms

DEPARTMENT: Front Office

"The world is yours with Meliá" 

Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. 

It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world?

 

In a company as large as your world, all that is missing is YOU.

 

The Front Office Manger is responsible for overseeing the daily operations of the front office, ensuring excellent guest service, and managing the front desk team efficiently. Their key responsabilities include:

 

Job Description:

• Establish and supervise the responsibilities of the staff under their management during different shifts, ensuring that employees work according to the defined procedures. Effectively resolve any complaints or challenges.
• Directly oversee Front Office Managers and Front Desk Agents, ensuring efficient and exceptional guest service.
• Conduct regular team meetings to provide updates, reinforce service standards, and address concerns. 
• Oversee the procurement of front office supplies, guest amenities, and operational essentials.
• Create and publish employee schedules, ensuring all shifts are covered as planned and filling in as necessary.
• Ensure that guest check-in/check-out procedures are followed efficiently and resolve any issues immediately.
• Assign specific tasks to team members as they arise.
• Maintain constant communication with all departments.
• Complete projects and other tasks as assigned or as needed.
• Supervise all systems related to rooms that directly impact the guest experience, ensuring that the proper procedures are followed to provide an outstanding guest experience.
• Communicate with guests and team members both verbally and in writing to answer questions and resolve problems.
• Analyze, investigate, and resolve guest complaints.
• Motivate the achievement of departmental objectives. Supervise the standards and procedures that need to be followed.
• Make good use of the digital tools implemented at the company level, such as Opera Cloud, MeliáSwitch, hmobile, etc.
• Supervise and optimize the check-in and check-out processes to ensure a smooth and efficient experience for guests. If applicable, be knowledgeable about the digital check-in process to assist guests accordingly.
• Supervise and optimize the telephone request processes for internal and external guests, when the hotel does not have its own team or a centralized Guest Service Line.
• Supervise hotel billing processes, ensuring the daily closure and proper documentation. Oversee all billing-related tasks (open accounts, open folios, PMs, points of sale, group billing, rentals or external charges, high balances, claim vouchers and agency payments, upselling billing, MeliáRewards, etc.).
• Review discrepancies and billing adjustments. Handle cluster credits, MHS, agencies, etc.
• Manage credits, prepayments, deposits, and other charges.
• Handle and bill specific reservations, such as No Shows, Overbookings, Cancellations with restrictions, Points + Cash, etc.
• MRW Program: Follow up on set goals, motivate staff, and coordinate extra services associated with guest arrivals or stays at the hotel. Manage requested services (transfers, gift deliveries to rooms, etc.).
• Manage the hotel’s master keys, including user access, permissions, and control of user logins/logouts.
• Participate in the preparation of their department's budget according to the set guidelines.
• Participate in the preparation of projections by providing information on their department.
• Ensure compliance with the applicable regulations in the daily processes of their department, which affect the department's performance and internal control.
• Analyze and solve possible incidents that may arise within the department.
• Be knowledgeable of the Brand philosophy, ensuring optimal implementation of the standards, operations and identity manuals that apply to their department.
• To ensure the customer experience, personalizing their stay, anticipating their needs and exceeding their expectations.
• Manage customer incidents, communicating the actions taken to the hotel’s Guest Experience Department.
• Ensure adherence to hotel security and safety policies.
• Implement front desk SOPs in complience.
• Be knowledgeable and share with their team the Voice of the Customer goals and ensure their fulfilment, creating and defining improvement plans if necessary.
• Be knowledgeable of the hotel's services and facilities as well as the entertainment programme, experiences and events, ensuring that the team has all the information to be able to promote them to guests.

This brief job description/responsibilities and/or duties are not intended to be ALL responsibilities or qualifications of the job.  EEO/M/F/D/V

Minimum Requirements:

• Minimum 2 years Front Office/Guest Service experience including management experience in a hotel and/or resort. 
• Flexible schedule is required; must be available to work various shifts including mornings, evenings, weekends and/or holidays.  
• Must be able to read, write and speak English.  Other languages preferred.
• Computer proficiency in software applications including MS Word, Excel, Outlook and reservations systems
• Effective oral and written communications skills

 **Only candidates with authorization to work in the U.S.A. will be considered.

 **At this time, no monetary relocation assistance is available.

Salary: $58,500 anually

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