Front Desk Night Manager

SUMMARY

Fortune favors the bold. Ace Hotel Brooklyn seeks kind, curious and industrious humans to join our family.

Ace Hotel’s home here is in Boerum Hill on the cusp of Downtown Brooklyn, at a geographical Venn diagram of overlapping energies — from the tree-lined streets and brownstones of Cobble Hill and Carroll Gardens all the way down to the restless East River. The ever-evolving intersection of everything.

The Front Desk Manager serves as the property Manager on Duty and oversees and supports the daily operations of guest services. They are responsible for checking guests in and out, running daily reports, handling guest transactions and maintaining a bank, and answering guest inquiries. They must ensure that the front desk guest experience is quick and efficient for all guests and visitors. In addition the Front Desk Night Manager is responsible for checking accounting records for accuracy and compiling information on a daily basis to report the hotel’s financial records.

CORE FOCUS & ESSENTIAL RESPONSIBILITIES Qualified candidates must be able to satisfactorily complete the following responsibilities. Other duties may be assigned.

•  Register guests with an emphasis on fulfilling requests, following special handling instructions, and adhering to established credit policies and procedures.
• Assist guests with retail purchases.
• Clean and restock retail space and front desk supplies. 
• This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.
• Ensure all guest information is accurate and maintained in an organized manner.
• Post room charges and taxes to guest accounts.
• Post charges to the guest accounts that have not already been posted.
• Verify all internal comp charges have been accounted for and added to the tracking spreadsheet to accounting. 
• Review open folio accounts and close/balance when possible.
• Verifies all that room rates are correct prior to rolling the day.
• Properly report and post no show revenues in accordance with the SOP. 
• Prepared a summary of cash, check and credit card activities.
• Confirms that credit card reports match in each system.
• Check guests out of the property in accordance with procedures. 
• Make change, cash checks, exchange foreign currency, and post charges/make adjustments to guest accounts.
• Accept reservations, changes, and cancellations.
• Reconcile transactions at the end of each shift, cash out, and maintain a balanced bank.
• Assist individuals and groups with room changes.
• Prepare the daily recap report and distribute to the distribution list. 
• Work closely with the bell/valet staff to coordinate the efficient handling of luggage and follow up on guest requests, inquiries, etc.
• Greet guests in all public areas of the property; answer questions, handle requests, and offer directions, as needed.
• Complete wake-up calls. 
• Work with the Front Office Leadership team regarding hotel business to keep them informed.
• Maintain positive and professional communication with all staff.
• Provide recognition to others, including co-workers, supervisors, managers, and directors.
• Participate in meetings to learn about programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities. 
• Ensure a healthy and safe work environment for co-workers and guests.
• Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
• Promote property outlets to guests.
• Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
• Resolve guest complaints using property procedures.
• Create a positive environment in which all employees have the ability to maximize their potential. 
• Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
• Participate in daily pre-shift meetings.
• Always smile and offer a warm greeting to all.
• Take initiative to offer assistance throughout the property.
• Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations. 
• Must have complete knowledge of emergency procedures. 
• Perform additional duties as requested by department managers and supervisors.
• Communicate with supervisors and managers to ensure that assigned duties are completed to standard. 
• Coordinate operations with other departments, as needed.
• Present a professional image to employees, guests, clients, owners, and investors.
• Review and develop guest history records to enhance personalized service for repeat guests.
• Maintain confidentiality of guest, employee, and company information.

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

Qualifications

ESSENTIAL QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Self-starter with an entrepreneurial spirit and strong organizational skills 
• Ability to work evenings, weekends, and holidays, as needed
• Excellent coaching and mentoring skills
• Understands the difference between a boss and a leader
• Able to prioritize and organize work assignments, have timely follow up and execution
• Able to collaborate with the BK team and take direction 
• Able to make difficult business decisions 
• Has superb time management skills
• Strong attention to detail 
• Able to lead a large group 
• Able to compute complex mathematical calculations
• Able to perform critical analyses
• Excellent presentation skills (written & oral)
• **Has the ability to have fun and make others around you enjoy their work day!** 

ADDITIONAL REQUIREMENTS

• Self-starter with an entrepreneurial spirit and strong organizational skills
• Understanding of hotel products and guest services.
• Ability to work evenings, weekends, and holidays, as needed
• Other language, mathematical, and reasoning abilities as outlined below.

REQUIRED EDUCATION and/or EXPERIENCE

Secondary school degree preferred and/or previous work experience in service for at least 3 years. Expertise gained working in a service and quality centric environment is preferred and considered an asset.

LANGUAGE, MATHEMATICAL, and REASONING ABILITIES 
Candidate must meet the following cognitive abilities:

• Ability to understand service needs and requests.
• Ability to acknowledge requests in a polite manner.
• Ability to clearly communicate in verbal and written English (additional foreign languages are encouraged and preferred).
• Ability to apply logical thinking and understanding to carry out written and oral instructions.
• Ability to address and solve problems involving guest and operational issues.
• Ability to compute basic mathematical calculations.

PHYSICAL DEMANDS / WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The typical environment is an office atmosphere with ambient room temperatures, ambient lighting, and common office equipment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sit, walk, and stand continuously.
• Lift / carry 10lbs/4.5kg (frequently) and 25lbs/12kg (occasionally)
• Bend, squat, crawl, and reach above shoulder level.
• Use dominant hand coordination for simple grasping, pushing/pulling, and fine manipulation.
• May be exposed to extreme temperatures, dust, dampness, height, and moving machinery.

We are an equal opportunity employer, committed to a diverse workforce.