Assistant Front Office Manager

$75,000 - $80,000/Yr

The Hongkong And Shanghai Hotels, Limited - New York, NY

Full-time - Mid Level

New York, NY

Performing Arts, Spectator Sports, and Related Industries

About the position

The Assistant Front Office Manager at The Peninsula New York is responsible for leading and overseeing the daily operations of the Front Office Department. This role ensures that the front office team meets hotel standards for maximum guest satisfaction and acts as the main contact for guests and other hotel departments in the absence of the Director of Front Office.

Responsibilities

• Provide leadership and oversee the daily operations of the Front Office Department.
• Ensure that the front office team's communication meets hotel standards for maximum guest satisfaction.
• Act as the main contact for guests and other hotel departments in the absence of the Director of Front Office.
• Assist the Director of Front Office and Management team in leading and managing all areas of the Front Office Department.
• Supervise front office team members to ensure personalized and efficient guest interactions during check-in/out and throughout the guests' stay.
• Encourage and empower team members to build rapport with all guests.
• Manage the check-in process by securing proper identification and form of payments upon guest registration.
• Motivate and encourage front office team members to upsell and drive rooms revenue daily.
• Ensure all folios are posted in a timely manner, settled, and that deposits are handled properly.
• Participate in the development, implementation, and review of policies, procedures, practices, and standards.
• Handle and follow up on any guest complaints or contentious concerns that can't be settled directly by team members.
• Oversee and manage all VIP guest arrivals and departures ensuring all expectations are met consistently.
• Provide a high level of service and maintain a high profile in the day-to-day front office operations leading by example.
• Ensure that all internal audit procedures and pertinent reports are completed daily.

Requirements

• Bachelor's Degree in Hotel Management, Hospitality, Business Administration or related field.
• Minimum of 3 years' experience working in the Front Office of a luxury hotel preferred.
• Excellent interpersonal, communication, and organizational skills.
• Aptitude for guest service with a positive and enthusiastic attitude.
• Computer operations experience is a must.
• Fluency in English; fluency in at least one foreign language is a plus.

Benefits

• 10 vacation days per year
• 7 sick days per year
• 3 personal days per year
• 10 holidays days per year
• Complimentary employee meals
• Discounted parking
• Complimentary dry cleaning for business attire
• Discounted and complimentary room nights at The Peninsula Hotels
• 50% restaurant discount
• 50% discount on spa services
• 40% discount on spa retail
• 80% company-paid medical, dental and vision coverage
• Complimentary life insurance
• Complimentary long-term disability
• Retirement plan with 5% company match