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About the role
- Asst. Front Office Manager at Equinox Hotels managing guest services and Front Desk operations. Ensuring high service standards and leading a team in a luxury hotel environment.
Responsibilities
- Directs activities of Front Office staff.
- Conducts performance evaluations and implements disciplinary actions as required.
- Reviews and manages department schedules to ensure staff is supported and business needs are being met.
- Ensures coordination of guest arrivals, departures and billing/credit requirements, including those requiring special attention, returning guests and groups.
- Ensures compliance with all financial and credit procedures and controls, including cash handling, disbursements and direct billings.
- Ensures the Front Office team is trained and well-versed with all service standards including Forbes.
- Effectively handles guest requests, concerns and complaints, ensuring timely and appropriate resolutions.
- Provides basic trouble shooting support for in-room services such as internet, TV movies, games and web services.
- Works with Bell staff to ensure smooth handling of guest luggage, deliveries and special requests.
- Takes prompt action in all matters related to the safety, security, well-being and satisfaction of hotel guests and employees.
- Responds swiftly and effectively in any emergency or safety-related situation.
- Provides coverage for Night Manager’s days off and vacation.
- Assist CORE Department with reservation needs.
- Attends all required leadership meetings as determined by the Asst. Director of Front Office.
- Complies with all Work Rules, Safety Standards and Standards of Conduct as set forth in the Employee Handbook.
- Works harmoniously and professionally with co-workers and supervisors.
- May be assigned other duties at the discretion of management.
Requirements
- Three to Five years in a similar role in a luxury hotel in NYC.
- NYC union experience preferred.
- Prior guest relations training preferred.
- Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers, and management to their understanding.
- Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
- Ability to think quickly and act appropriately in emergency situations.
- Perform well under pressure situations, time demands, and work overtime when needed.
- Punctuality and regular and reliable attendance.
- Interpersonal skills and the ability to work well with co-workers and the public.
- Skill in the use of related tools (including hand and electric tools).
- General computer knowledge and ability to enter work orders, make notes, etc. or related system.
- Ability to work flexible schedule (AM, PM, Overnight, Weekends & Holidays).
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