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Assistant Director Of Front Office

Company

Loews Hotels & Co.
Address , New York, 10065, Ny
Employment type FULL_TIME
Salary
Expires 2023-07-26
Posted at 11 months ago
Job Description
Loews Regency New York Hotel has a legacy of luxury - expertly orchestrated and masterfully performed. Located in midtown Manhattan, the property seamlessly blends its iconic Art Deco design with modern sensibilities, craftily merging form and function to compliment 50 years of service expertise. Welcome to our Park Avenue Allure.

Responsible for coordinating the provision of world-class front desk services to hotel guests. Directs the exceptionally friendly, professional, and efficient welcome registration, rooming and account settlement for hotel guests. Ensures prompt and complete satisfaction of guest requests and professional and timely resolution of guest complaints. Maintains accurate occupancy data and assists in maximizing daily rooms revenue through the application of effective yield management sales strategies. Liaises with Valet Parking provider to ensure smooth operation consistent with hotel standards. Trains, monitors and supervises the performance of all Guest Services employees.
Job Specifics
  • Ensures adequate training of all Guest Services staff to take after-hours reservation calls
  • Works closely with the VIP Services Manager to coordinate VIP arrivals/departures
  • Familiar with and able to troubleshoot problems with following systems: key encoding, call accounting, in-room movies, video checkout, electronic data capture, PMS interface control
  • Coordinates and oversees group remote check-ins
  • Coordinates hotel participation in Loews First and other corporate marketing programs
  • Monitors the occupancy status of all due-out rooms
  • Assists with the coordination of the exceptionally friendly, professional and seamless reception, registration, rooming and account settlement for all hotel guests
  • Other duties as assigned
  • Pre-registers special guests and maintains up-to-date system status
  • Maintains accurate records detailing hourly house counts
  • Evaluates individual employee performance, determining improvement and training needs and advancement requirements
  • Assists with the development and management of repeat guest and VIP service programs
  • Provides training for all Guest Services employees
  • Maintains inventories of office supplies
  • Assists in ensuring accurate communication of information to guests regarding all hotel facilities and operating hours
  • Works with Conference Managers and Sales Managers to satisfy all special group requests
  • Attends appropriate meetings and seminars
  • Assists in establishing and ensuring adherence to all Loews Hotels Star Service Standards
  • Monitors hotel Credit Limit Report on a daily basis, ensuring timely payments on accounts
  • Reviews/maintains daily payroll reports/records, maintaining labor costs within forecasted budgetary guidelines
  • Ensures the satisfaction of all guest requests and the resolution of all complaints received by the Guest Services Team
  • Assists in ensuring the provision of all appropriate information and collateral materials to package guests
  • Assists in recruiting and interviewing all Guest Services staff
  • Ensures the clean and excellent condition of front drive, lobby and Front Desk area
  • Interacts frequently with guests to ensure total satisfaction with hotel services
  • Reviews Group Resumes and Billing Profile information, ensuring communication of all necessary information to Guest Services personnel
  • Oversees the pre-blocking of rooms for VIP’s and guests with special requests
  • Ensures adherence to all hotel cashier and credit policies
  • Evaluates changes in guest needs, the hotel’s guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns
  • Assists in ensuring optimal communication and exchange of information with Concierge
  • Assists with the development and updating of guest rooming procedures
  • Assists with the coordination of all aspects of curbside check-in
  • Monitors cashier accuracy and over and short data, taking action and providing additional training as necessary
General
  • Attends appropriate hotel meetings and training sessions
  • Recycles whenever possible
  • Complies with hotel uniform and grooming standards
  • Promotes and applies teamwork skills at all times
  • Complies with required safety regulations and procedures
  • Maintains cleanliness and excellent condition of equipment and work area
  • Remains current with hotel information and changes
  • Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
  • Is polite, friendly, and helpful to guests, management and fellow employees
  • Executes emergency procedures in accordance with hotel standards
  • Complies with hotel standards, policies and rules
Qualifications
  • Extensive knowledge of all hotel departments. Excellent communication skills – oral and written
  • Ability to work flexible schedule to include weekends and holidays
  • Minimum five years hotel operations management experience
  • Strong leadership skills
  • Excellent guest service skills
  • Bachelor Degree in Hospitality Management or related field or equivalent experience
  • Knowledge of computer programs used in property management
Salary range for this position, based on experience, is $64,000.00 to $80,000.00.