Director of Front of Office
Company Background
The Standard is one of the most culturally engaged hotels in the world. Hotels with real cultural life, an inclusive spirit, and a true creative attitude. A destination layered with events and amusements that leave you with an uplifted feeling.
The Standard's irreverent and playful sensibility, combined with careful consideration of design, detail, and service, has established its reputation as a pioneer of hospitality, travel, dining, nightlife, and beyond. The Standard hotels are known for their taste-making clientele, their pioneering design, and their unrelenting un-Standard-ness.
Mission Statement
To create experience by embracing and empowering a diverse collective of team members, collaborators, and guests, who choose to call The Standard home.
Our Purpose
The Standard’s commitment is to be an anchor for each neighborhood in which we reside as well as a platform for culture and creativity. Bringing people together in its spaces to interact with each other in genuine ways.
Our promise is to ensure that a stay is an experience and that memory means making friends and having stories to tell. To understand why it exists is to understand that The Standard, is a platform for people to meet, to engage, to learn, to dine, to sleep, to dance, hideaway, make-believe, and do so whilst being yourself and having fun doing it.
We think of ourselves as a stage, not just a hotel. Here, you can become whomever you like, even if for just a night. Here, you will meet new friends, find new challenges, eat new food, stay up late, sleep in later, and at times, never even leave the property. We are unapologetically comfortable with disrupting expectations. It’s WHO WE ARE!
#StandardFamily
Job Title: Director of Front Office
Department: Rooms
Location: The Standard, High Line
Reporting to: Director of Rooms
Responsible for: Front Desk, Bellman, Guest Services
Job 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.
Main Duties & Responsibilities
- Provides an issue free work environment through motivation, support, empowerment and development for all personnel.
- Proactively strives to build positive working relationships through teamwork and clear communication.
- Ensures that all decisions and resulting actions are aligned with The Standard, High Line’s policy of 100% guest satisfaction producing a high level of service.
- Has a strategic perspective by continuously developing our brand and integrating it into every aspect of the guest experience.
- Approves and facilitates associates 90-day and annual performance reviews.
- Assists in continuously evaluating the performance of Front Office staff and takes corrective actions when necessary.
- Maintains and accounts for assigned cash bank and front office cash record on daily basis documenting as necessary.
- Solves, rectifies and mediates guest’s issues.
- Corrects billing adjustments when necessary.
- Reviews daily arrivals and ensures all guest preferences and special requests are fulfilled.
- Approves / Conducts monthly departmental meetings with Front Desk Managers including preparing the agenda, scheduling and preparing the meeting minutes/follow up.
- Implements and monitors the “up-sell” incentive program.
- Completes all ordering/purchasing for department in line with checkbook/budget to any variance to budget must be approved by senior management.
- Establishes supply par levels and ensures proper supply on hand at all times
- Oversee productivity performance in all Front office areas, flexing labor when necessary
- Approves Front Office schedules as prepared by Front Desk Managers
- Approves hourly line staff 90 day and annual reviews
- Prepares Desk Manager 90 day and annual reviews
- Assists Front Desk Managers as necessary.
- Monitors results of arrival and departure audits conducted by Front Desk Managers.
- Plans and conducts departmental training.
- Reviews and approve coaching / counseling (Disciplinary Action Forms) prepared by front Desk Managers.
- Ensures Succession planning for Front Desk Managers, Supervisors and GSA’s.
- Ensures daily information has been reviewed with all associates prior to the start of their shift by Front Desk Manager including VIP’s.
- Ensures Groups are checked out, balances are paid and guest ledger is current for the day
- Reviews guests’ feedback from all sources and implements plans for improvement.
- Resolves / covers any staff shortages that arise on shift and is proactive in resolving any future staffing issues.
- Establishes and Maintains Front Office inventory controls as it relates to equipment, supplies and uniforms.
- Maintains computer equipment for proper functioning and Resolves/Communicates with IT and PMS Support as required.
- Prepares and follows up on incidents and accident reports.
- Reviews no-shows and facilitates further action
- Attends Daily Management Action Meetings
- Attends weekly department head meeting
- Communicates with other departments: housekeeping, maintenance, banquets to ensure any outstanding guest issues have been resolved.
- Reviews all group arrivals to ensure billing and room type information are correct.
- Conducts interviews for front office positions as needed.
- Reviews schedules and maintains productivity in line with budget.
- Ensures that
payroll is updated daily and edits are few as all associates are required to
punch
in / out. - Facilitates the training and development of all associates.
- Assists Hotel Manager with any requested tasks.
- Understands The Standard, High Line product and brand identity, and upholds all service procedures and communication standards as outlined by brand Standard Operating Procedures.
- Performs daily Guest Service Agent duties during peak periods or as needed.
- Have Internal 1 on 1 with each reporting Manager on a bi monthly basis
- Help team understand the need for correct and fair progressive discipline
- 30-60-90 day evaluation needed for all new hires
- Ensure that all rules apply fairly to the Front Office team
- Lead overall quality score and trip advisor score communication
- Develop junior managers with training and development plan
- Lead quality committee in a bi monthly meeting
- Performs miscellaneous duties as required.
Specific Requirements
- Full availability required including but not exclusive of late nights and weekends.
- Able to cover different schedules based on business needs, PTO, and events.
- Ability to read, comprehend, and carry out instructions according to established procedures.
- Fluent in the English language.
- Work efficiently, utilize multi-tasking, prioritize tasks
- Adherence to uniform, grooming, and personal hygiene standards and expectations per standard of operating procedures.
- Adherence to posted schedule and arrival time and attendance at mandatory meetings.
- Personal comportment in line with Standard, New York policies, standards, and expectations.
- Extensive knowledge of Squirrel POS.
- Have an outgoing, upbeat personality, positive attitude, and flair.
- Can handle the pressure of a high-volume, high-energy outlet.
- Be an inspiring and motivational leader.
- Can maintain a high level of confidentiality.
- Strong communication and management skills.
- Guest service oriented.
- Previous work experience in restaurant management.
- Multi-lingual, desirable.
Physical Requirements
- Able to work standing for a minimum period of 8 hours a day.
- Periodical bending, kneeling, and stretching.
- Able to pull, push, carry, and lift at least 40 pounds of force.
- Must be able to seize, grasp, turn, and hold objects with hands.
Compensation and Benefits
- Pay Rate $110-130,000
- Bonus Eligible
- Excellent and Affordable Health care coverage
- Life Insurance, Disability Insurance, Pet Insurance
- 401k with Company match
- 160 hours of PTO / year and Company recognized holidays
- Employee Discounts on Rooms, F&B, Retail, and The Standard Marketplace
- Employee Meals, Employee Referral Program, Commuter Discounts
- Regular fun staff events and celebrations!!!
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays.
Standard High Line Employer, LLC (the “Company”) is an Equal Opportunity Employer