Assistant Front Office Manager

Tailored. Sophisticated. Unique.

Located two blocks from Bryant Park, Refinery Hotel is a luxury hotel in Midtown Manhattan’s Garment District. While our home in the 1912 Colony Arcade building gives us a long history, our stylish loft rooms, acclaimed Parker & Quinn restaurant, and trendsetting Refinery Rooftop bar create a fashionable refuge for locals and cultured visitors in present-day New York.

The Assistant Front Office Manager assists in Front Office operations by implementing and maintaining hotel service standards and enabling the Front Office to deliver unforgettable guest service. This individual creates win/win decisions for our customers through the clear direction of staff and is a consistent relationship builder.

• Promotes growth, development, and positive morale of team members by providing ongoing training and team member engagement.
• Recommends continuation of newly hired employees at the end of their qualifying period to Director of Front Office.
• Monitors computer equipment for proper functions and interfaces with computer departments as required.
• Oversees cash and bank handling procedures with all team members on a daily basis and ensures adherence to company standards.
• Ensures GSA Collateral duties list is complete.
• Reviews Daily Handover and HOTSOS Glitches for any unresolved problems which need action and updates accordingly and communicates information to the appropriate people.
• Assists guests service agents as needed with unresolved problems which arise during the shift and takes a “hands on” approach with guest “check in” and “check out”.
• Conducts monthly inventory of office supplies and orders accordingly.
• Participates in preparing annual performance appraisals and in determining reasonable and equitable employee compensation.
• Performs the function of “manager on duty” and is the first point of contact for any issues that may arise during scheduled shift.
• Prepares and participates in Coaching/Counseling process (Disciplinary Action Forms) for Director of Front Office to review and facilitate.
• Assists in fire safety program or acts as fire safety director as required.
• Ensures VIP rooms are set and rooms are walked on a daily basis as necessary in absence of Director of Front Office.
• Blocks the house and sets up guest preferences.
• Continuously evaluates the work performance of Front Desk Staff and provides ongoing coaching and counseling.
• Conducts arrival and departure audits in all areas of the Front Office.
• Continually strives to increase the level of guest satisfaction by delivering an improved product through employee development and quality.
• Ensures Manager Daily Checklists are completed consistently before the end of each shift.
• Ensures that the proper tools and supplies needed to do the job are available.
• Builds professional relationships with top guests and VIP’s, ensuring guest satisfaction.
• Executes sell outs by aggressively managing room inventory for day of arrival.
• Provides updated room availability and rate information to guest service agents and other managers as directed.
• Pre-Shifts arriving Team Members on daily information and any special instructions prior to the start of their shift.
• Interacts with hotel and corporate management as necessary.
• Ensures all team members have completed their work prior to the end of the work shift, including checklists, cash drops, etc.
• Updates/monitors daily payroll, ensuring all team members are punching in/out correctly.
• Handles guest related issues, respond to comment cards, review guest surveys, Guest Assistance inquiries and guest letters when necessary, shares customer feedback with the staff to emphasize service related issues, establish/execute policies focused on enhancing overall service, and communicates to key departments on service related issues.
• Ensures all team members have left their work area clean and with proper supplies prior to the end of the work shift.
• Drive guest service scores for the benefit of the property, company, and team members.
• Ensures team members understand and execute Hotel/Brand commitment to guest service and observes standards of conduct, rules, fire regulations, and department policies.

Physical Requirements

• Considerable repetitive motion of hands and wrists as it relates to the use of computer keyboards is possible.
• Ability to stand during entire shift.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Other Requirements

• Maintain regular attendance in compliance with Refinery Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Must be able to multitask and prioritize departmental functions and ad hoc projects to meet deadlines.
• Attend all hotel required meetings and training's.
• Must be able to show initiative, including anticipating guest or operational needs.
• Must be able to cross-train in other hotel related areas.
• Participate in M.O.D. coverage as required.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Comply with Refinery Hotel Standards and regulations to encourage safe and efficient hotel operations. Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.

Education & Experience

• Fluency in multiple languages a plus.
• Ability to develop and deliver effective training to the Front Office staff.
• At least 2-3 years of progressive experience in hospitality or a related field; at least 2 years Front Office experience
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Comprehensive knowledge of top accounts for the hotel, NYC markets and trends.
• Experience with personal computers and various property specific applications, such as OPERA, Word, Excel, Outlook, Internet, HOTSOS, Saflok, and guest response systems preferred.
• Hospitality Degree preferred.

Grooming Requirements

Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and hotel branded pin (specific standards available).

This job description is not intended to detail every aspect of your job or list every task you may perform. It is provided as a general overview of the responsibilities and skills required to do this job successfully.

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