Assistant Front Office Manager / Overnight Relief

Position Description

Assistant Front Office Manager / Overnight Relief

Who We Are

Sitting on a quiet tree-lined street in Soho, twelve floors rise above the neighborhood’s storied lofts, boutiques, and galleries. The name derives from the particular manner of hospitality, one that feels more like staying at the home of a dear friend than at a hotel — discreet, refined, generous. Our hotel has 97 rooms and suites with four distinct F&B concepts led by an acclaimed chef. The street-side seafood restaurant and second floor cocktail bar will be venues that are open to the public. The Apartment and The Rooftop are spaces reserved exclusively for guests and friends of guests.

Purpose of the Role

Our well-travelled hotel guests come to The Manner expecting a sophisticated environment including privileges to a list of amenities in an inviting atmosphere – making The Manner their house away from home. Our hotel guests will experience thoughtfully crafted and personalized accommodations to not only meet but transcend their expectations. As The Manner Assistant Front Office Manager, we embody the art of fine-tuned luxury while also offering discreet service. The Assistant Front Office manager supports the Front Office Manager in overseeing the front desk operations, ensuring high-quality guest services and contributing to the overall success of the hotel.

Responsibilities  

• Assist the Front Office Manager in managing daily front office operations, including check-in/check-out processes, room assignments, and guest inquiries. 
• Oversee day-to-day operations and assignments of the front desk staff; schedule, plan, and assign work. 
• Provide guidance and direction to all associates to ensure they are adhering to hotel policies, standards, procedures and regulations. 
• Ensure all staff are properly trained in systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
• Ensure that all team members understand their job roles, responsibilities, and performance expectations. 
• Help schedule and regularly conduct routine inspections of the front office and public areas to ensure appearance of such areas reflects highly on the hotel, brand and Company.  
• Pre-Arrival: Dissects hotel guests’ travel DNA and update profile database with preferences, ETA, ETD background information – effectively communicating with all departments. 
• In-Stay Follow up: Partnership with Front Office 
• Following up with guests to ensure their requests have been met to their satisfaction. 
• Post Departure: Be sure to follow up with service recovery guests and our very own VIPs so that the experience isn’t transactional.
• Resolve / cover any staff shortages that arise on shift and is proactive in resolving any future staffing issues. This includes but not limited to overnight coverage. 
• Communicates with other departments to ensure any outstanding guest issues have been resolved. 
• Help convert OTA bookings into Direct Bookings and - if there is potential for new quality corporate accounts; must be the liaison between Sales team.
• Give constructive feedback to team members to assist in their job performance. 
• Ensure that plans and actions are in place to meet departmental goals.
• Responsible for training and development of all associates working for the front desk. 
• Responsible for timely completion of reconciliation of all assigned projects as per defined timeline. Prepare and organize supporting documentation for reconciliations. 
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree (Preferred in Hotel Management/Business Administration)
• At least 2 years work experience in Front Office/Guest Services.
• The ideal candidate will have operational prerequisites.
• Prior systems knowledge of Guest Profile database is plus (OPERA Revinate) 
• Ability to read, comprehend and carry out instructions according to established procedures
• Comprehension: Fluent in the English language
• Basic knowledge of wine and classic cocktails is a plus! 
• Work efficiently, utilize multi-tasking, prioritize tasks
• Hygiene and Sanitation: Adherence to uniform, grooming and personal hygiene standards and expectations per SOP’s.
• Punctuality: Adherence to posted schedule and arrival time and attendance at mandatory meetings when scheduled
• FSLD certification is required (training must be taken within 90 days of hire date)
• Responsibility: Personal comportment in line with The Manner, New York policies, standards, and expectations
• Ability to work flexible hours, including nights, weekends, and holidays, as required by the hotel’s operational needs. 
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivation, organizational and training abilities are used often.
• Ability to travel to attend workshops, specialized training and/or certifications, etc.

Physical Requirements

• Frequently standing up behind the desk, front office areas and The Apartment. 
• Carrying or lifting items weighing up to 50 pounds
• Handling various objects
• Use a keyboard to operate various property management and reservations systems, etc.

Compensation & Benefits

• Excellent and Affordable Health care coverage.
• Life Insurance, Disability Insurance, Pet Insurance.
• 401k with Company match.
• 160 hours PTO and Company recognized holidays.
• Employee Discounts on Rooms, F&B, Retail, and The Standard Marketplace.
• Employee Referral Program, Commuter Discounts.
• Fun staff events and celebrations!!!

Minimum

Maximum

Salary : $32 - $34