Director of Front Office

Job Title: Director, Front Office Department: Front Office Location: The Standard, High Line Reporting to: Rooms DirectorJob Purpose: The Director of the Front Office manages all aspects of the front office areas which may include, but are not limited to guest registration, bell services, business center, telephone services, concierge services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. The Director also assists the Hotel Manager in any requested tasks.Qualifications and Requirements:Brand Ambassador: Throughout the hotel we actively seek to employ a unique, diverse and thoughtful group of people that are committed to delivering our unconventional brand of hospitality while also growing with us:They are committed to and fully comprehend the idea of being of serviceThey do not just delight guests, but excite them-by creating unique, unexpected & memorable experiencesThey are ambitious, vibrant and social/friendly individuals;They genuinely embrace diversity in all forms, interested to have people from all race and gender to be their friendThey encourage genuine relationships with guests that enable them to not only preempt needs but foresee desiresThey have personality and depthThey have a desire and unyielding appetite for learning & knowledge"”being in-the-know with what is happening in the city and around the worldThey are engaging, socially adept and solution-based individuals able to navigate the scene with confidence and easeThey are able to entertain guests in a compassionate, respectful and meaningful mannerThey are authentically themselvesThey want to play a role in constructing a kinder and better worldEssential: Understanding: Ability to read, comprehend and carry out instructions according to established proceduresComprehension: Fluent in the English languageOrganizational Skills: Work efficiently, utilize multi-tasking, prioritize tasksHygiene and Sanitation: Adherence to uniform, grooming and personal hygiene standards and expectations per SOP'sPunctuality: Adherence to posted schedule and arrival time and attendance at mandatory meetings when scheduledResponsibility: Personal comportment in line with Standard, New York policies, standards, and expectationsBachelor's degree in Hotel Management/Business AdministrationAt least 5 years of work experience in Front Office/Guest ServicesDesirable:Ability to multi-task, prioritize and work in a fast paced environment.Ability to create, implement and analyze manual and automated reportsKnowledgeable of all market segments, management strategies and techniquesOperational knowledge of reservations and national sales processKnowledgeable of all corporate department functions Ability to develop and deliver effective trainingComprehensive knowledge of personal computers and various property specific applicationsPhysical:o Frequently standing up behind the desk and front office areaso Carrying or lifting items weighing up to 50 pounds o Handling various objectso Use a keyboard to operate various property management and reservations systems, etc.Main Responsibilities:Provides an issue free work environment through motivation, support, empowerment and development for all personnelProactively strives to build positive working relationships through teamwork and clear communicationEnsures that all decisions and resulting actions are aligned with The Standard, High Line's policy of 100% guest satisfaction producing a high level of serviceHas a strategic perspective by continuously developing our brand and integrating it into every aspect of the guest experienceApproves and facilitates associates 90-day and annual performance reviews.Assists in continuously evaluating the performance of Front Office staff and takes corrective actions when necessaryReviews daily arrivals and ensures all guest preferences and special requests are fulfilledMaintains and accounts for assigned cash bank and front office cash record on daily basis documenting as necessarySolves, rectifies and mediates guest's issuesCorrects billing adjustments when necessaryApproves / Conducts monthly departmental meetings with Front Desk Managers including preparing the agenda, scheduling and preparing the meeting minutes/follow upImplements and monitors the "up-sell" incentive programCompletes all ordering/purchasing for department in line with checkbook/budget to any variance to budget must be approved by senior managementEstablishes supply par levels and ensures proper supply on hand at all timesOversee productivity performance in all Front office areas, flexing labor when necessaryApproves Front Office schedules as prepared by Front Desk ManagersApproves hourly line staff 90 day and annual reviewsPrepares Desk Manager 90 day and annual reviewsAssists Front Desk Managers as necessaryMonitors results of arrival and departure audits conducted by Front Desk ManagersPlans and conducts departmental trainingReviews and approve coaching / counseling (Disciplinary Action Forms) prepared by front Desk ManagersEnsures Succession planning for Front Desk Managers, Supervisors and GSA'sEnsures daily information has been reviewed with all associates prior to the start of their shift by Front Desk Manager including VIP'sEnsures Groups are checked out, balances are paid and guest ledger is current for the dayReviews guests' feedback from all sources and implements plans for improvementResolves / covers any staff shortages that arise on shift and is proactive in resolving any future staffing issuesEstablishes and Maintains Front Office inventory controls as it relates to equipment, supplies and uniformsMaintains computer equipment for proper functioning and Resolves/Communicates with IT and PMS Support as requiredPrepares and follows up on incidents and accident reportsReviews no-shows and facilitates further actionAttends Daily Management Action MeetingsAttends weekly department head meetingCommunicates with other departments: housekeeping, maintenance, banquets to ensure any outstanding guest issues have been resolvedReviews all group arrivals to ensure billing and room type information are correctConducts interviews for front office positions as neededReviews schedules and maintains productivity in line with budgetEnsures that payroll is updated daily and edits are few as all associates are required to punch in / outFacilitates the training and development of all associatesAssists Hotel Manager with any requested tasksUnderstands The Standard, High Line product and brand identity, and upholds all service procedures and communication standards as outlined by brand Standard Operating ProceduresPerforms daily Guest Service Agent duties during peak periods or as neededHave Internal 1 on 1 with each reporting Manager on a bimonthly basisHelp team understand the need for correct and fair progressive discipline30-60-90 day evaluation needed for all new hires Ensure that all rules apply fairly to the Front Office teamLead overall quality score and trip advisor score communicationDevelop junior managers with training and development planPerforms miscellaneous duties as requiredCompensation & Benefits$105k - $115k per yearExcellent and Affordable Health Care coverageLife Insurance, Disability Insurance, Pet Insurance401k with Company match after 1 yearUp to 104 hours of PTO/56 hours of Sick time a year and company recognized holidaysEmployee Discounts on Rooms, F&B, Retail, and The Standard MarketplaceEmployee Meals, Employee Referral Program, Commuter DiscountsRegular fun staff events and celebrations!

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