Senior Front Office Manager

Our Story 

The simple premise behind The Standard is that it is anything but. Founded in 1999, the goals of Every Standard are to up the aesthetic stakes and defy convention while attending to every detail, embracing our local communities, providing a welcoming and inclusive environment for our teams, and, of course, delivering a smashing good time for our guests. 

The Standard’s unique sensibility and voice combine with careful consideration of design and service to deliver experiences that define neighborhoods and create destinations renowned globally.

We believe in hospitality fueled by culture. As we take The Standard to new markets around the world, we retain and enhance our mission of creating hotels layered with personalities, collaborators, and amusements from culinary and nightlife to retail and wellness that surprise and delight our guests.

The Standard, High Line

Rising above a former elevated train line that has become downtown’s favorite public park, The Standard, High Line is in New York City’s Meatpacking District. Every one of the 338 hotel rooms features a full wall of floor-to-ceiling windows with sweeping views of Manhattan and/or the mighty Hudson River. The hotel’s inviting and scintillating public spaces include a bustling German beer garden at ground level, the rooftop discothèque Le Bain, the legendry Top of The Standard, and an outdoor public plaza with rotating art installations and activations. A neighborhood staple, The Standard Grill is classic New York blending traditional steakhouse with New American cuisine.

Mission Statement 

Our mission is to create experiences by embracing and empowering a diverse collective of team members, collaborators, and guests, who chose to call The Standard home.


#StandardFamily

Job Overview:

Manage all aspects of the front office areas which may include, but are not limited to guest registration, bell services, telephone services, concierge services, Overnight operation, and guest reservations to ensure guest satisfaction and maximize hotel profitability. As well as assisting the Director of Front Office in any requested tasks.


Duties and Responsibilities:

    Physical:

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

     

    Essential Job Functions and 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 30/60/90-day and annual performance reviews
    • Assists in continuously evaluating the performance of Front Office staff and takes corrective actions when necessary
    • Offers property tour to potential clients, guests, or investors as requested providing detailed knowledge about the property and the brand
    • Review and train all staff on Coyle Standards in order to maintain our goal of 90% in all areas
    • 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 and concerns
    • Corrects billing adjustments when necessary
    • Reviews daily arrivals and ensures all guest preferences and special requests are fulfilled. Maintains and clean up profile information and notes
    • Approves / Conducts monthly departmental meetings with Front Desk Managers including preparing the agenda, scheduling and preparing the meeting minutes/follow up
    • Monitors the Nor1 upsell system, maximize opportunities, trains incentive program, and completes monthly audits
    • Completes all ordering/purchasing for department in line with checkbook/budget to any variance to budget must be approved by senior management
    • Oversee productivity performance in all Front office areas, flexing labor when necessary
    • Approves Front Office schedules as prepared by Front Office Managers
    • Prepares Front Office Managers 30/60/90 day and annual reviews for Director of Front Office approval
    • Assists Front Office and Desk Managers as necessary, including the Overnight shift
    • Prepare, reviews, and approve coaching / counseling (Disciplinary Action Forms) prepared by Front Office Managers
    • Utilizes Knowcross system to record Guest requests and work orders. Review reports for opportunities and trends
    •  Facilitates the training and development of all associates
    • Ensures succession planning for Front Office Managers, Front Desk Manager, and Front Office Staff
    • 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
    • Monitors public areas to consistently maintain a clean, organized and inviting ambiance
    • Reviews guests’ feedback from all sources and implements plans with Guest Experience Manager 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 to resolve and prevent future incidents
    •  Reviews no-shows balances  and resolves any discrepancies
    • Attends Daily Management Action Meetings in absence of the Director of Front Office
    • Attends department meetings, including BEO, Sales Groups, Payroll, etc. in absence of Director of Front Office
    • Communicates with all other departments to ensure any outstanding guest issues have been resolved
    • Complete a full lap of the city block around the hotel after every meal or snack
    • Reviews all group arrivals to ensure billing and room type information are correct
    • Participates in interview process for front office positions as needed and completes all necessary documentation required by Human Resources
    • 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
    • Assists Director of Front Office 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
    • Performs miscellaneous duties as required
    •  Completes all ordering/purchasing for department in line with checkbook/budget to any variance to budget must be approved by senior management

    • Oversee productivity performance in all Front office areas, flexing labor when necessary
    • Approves Front Office schedules as prepared by Front Office Managers
    • Prepares Front Office Managers 30/60/90 day and annual reviews for Director of Front Office approval
    • Assists Front Office and Desk Managers as necessary, including the Overnight shift
    • Prepare, reviews, and approve coaching / counseling (Disciplinary Action Forms) prepared by Front Office Managers
    • Utilizes Knowcross system to record Guest requests and work orders. Review reports for opportunities and trends
    •  Facilitates the training and development of all associates
    • Ensures succession planning for Front Office Managers, Front Desk Manager, and Front Office Staff
    • 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
    • Monitors public areas to consistently maintain a clean, organized and inviting ambiance
    • Reviews guests’ feedback from all sources and implements plans with Guest Experience Manager 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

    Technical Skill Requirements:

    • Ability to multi-task, prioritize and work in a fast paced environment
    • Ability to create, implement and analyze manual and automated reports
    • Knowledgeable of all market segments, management strategies and techniques
    • Operational knowledge of reservations and national sales process
    • Knowledgeable of all corporate department functions
    •  Ability to develop and deliver effective training
    • Comprehensive knowledge of personal computers and various property specific applications, including Opera, Knowcross, Canary, Salto, and Unifocus
    Essential:
    • Five years Front office/Guest Service experience including management experience, or an equivalent combination of education and experience
    • Must speak fluent English. Other languages preferred
    • Ability to create, implement and analyze manual and automated reports
    • Ability to multi-task, prioritize and work in a fast paced environment
    • Operational knowledge of reservations and sales process
    • Ability to develop and deliver effective training
    • Comprehensive knowledge of personal computers and various property specific applications

    Desirable:Education: 
    • Bachelor’s degree in hotel Management/Business Administration
    • Knowledgeable of all market segments, management strategies and techniques
    • Knowledgeable of all corporate department functions

    • Job Type: Full-time

    • Salary: $60,000.00 - $75,000.00 per year

    • Benefits:

      • 401(k)
      • 401(k) matching
      • Dental insurance
      • Employee assistance program
      • Employee discount
      • Flexible schedule
      • Flexible spending account
      • Health insurance
      • Health savings account
      • Life insurance
      • Paid time off
      • Vision insurance

      • Ability to commute/relocate:

      • New York, NY 10014: Reliably commute or planning to relocate before starting work (Required)

      Experience:

      • Hotel experience: 3 years (Required)

    • Work Location: In person




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