Overnight Front Office Supervisor Hyde Midtown

JobPurpose :

Under the guidance of theFront Desk Manager ensure Guest Services runs as an efficient andorganized unit; act as the main contact / service center for internaland external guests;

increase communication between departmentsthroughout the property by coordinating the process of receivingand resolving guest issues and requests.

Gain guest loyalty byutilizing the provided systems and tools consistently andefficiently while providing leadership and direction for the GuestServices Department including training motivating and managing theemployees.

Duties &Functions :

Determinework procedures prepares work schedules and expedites workflow ofsubordinates; assign duties and examines work for precisenessneatness and conformance to policies and procedures;

study andstandardize procedures to improve efficiency ofsubordinates.

• Adjust errors and responds toconcerns.
• Keep records of room availabilityrates etc.
• Make confirm and cancel reservationsusually over telephone fax or other reservationsystem.
• On a daily basis block rooms forV.I.P.s and sets the house (balances and assignsrooms).
• Track and bill noshowguests.
• Understand and enforce hotel andcompany credit policies.
• Utilize yieldmanagement polices to maximize revenue and occupancy and workclosely with sales department to implement strategies to maximizeroom revenue.
• Other duties asassigned.
• Answer all phone calls promptly andin a courteous manner.
• Be knowledgeable ofcurrent rates marketing specials hotel operations and otherinformation necessary to answer guestinquiries.
• Know the layout of the hotelincluding all room types suites and meetingrooms.
• Have a complete working knowledge of thereservation functions in the hotel.
• Be aware atall times of the selling status of thehotel.
• Have a complete knowledge of our specialrates and packages and know which benefits are included ineach.
• Secure all required information from theguest when making a reservation.
• Understand andfollow reservation policy pertaining to guarantees cancellationsand noshows and communicate them clearly to eachguest.
• Responds to all customer requests in atimely and personable manner.
• Follow up on anyguest requests to ensure satisfaction in a friendly andprofessional service style.
• Process all advancedeposits on future reservations and post each deposit to guestsreservation.
• Balance shift audit and runnecessary reports daily.
• Handle dailycorrespondence; respond to inquiries and make reservations asneeded maintain correspondence files mail out brochures asrequested.
• Be aware of and adhere to the rulesand regulation of the hotel and the Reservationsdepartment.
• Plan and participate indepartmental meetings assisting in development of daily operationsand the overall reservation department and relatedareas.
• Create and maintain positiverelationships with all other departments and know how they relateto the reservations department.
• Beknowledgeable of spa including basic service treatments rates andany other information necessary to answer guestinquiries.
• Assist with inputting weekend thirdparty reservations such as internet andwholesale.
• Perform daily office duties and anyother projects assigned by managers.
• Attendsall scheduled trainings classes andmeetings
• Comply with Ennismore Work Rules andStandards of Conduct
• We recognize we are in thehospitality industry and that may require us to provide lateralservice. We will on occasion call for each individual inthe team to on a routine basis perform various related tasks asneeded in the spirit of providing exceptional guestservice.

ADDITIONALRESPONSIBILITIES

• Communicateeffectively both verbally and in writing to provide clear directionto the venue teams.
• Communicate with employeesusing a positive and clear speaking voice listen to and understandrequests respond with appropriate actions and provide accurateinformation.
• Remain calm and alert especiallyduring emergency situations and / or heavy hotel / restaurant activityserving as a role model for team and other employees.

Interact withother department personnel and venue staff asneeded.

Make decisions and take actions basedon previous experience and good judgment sometimes revisingprocedures to accommodate unusualsituations.

To be awareof and ensure constant compliance with all necessary operationalpoliciesincluding :

• Healthand Safety
• FoodHygiene
• Maintenance
• EmergencyProcedures
• LiquorLicensing

SUPPORTIVEFUNCTIONS

In addition toperformance of the essential functions this position may berequired to perform a combination of the following supportivefunctions with the percentage of time performing each function tobe solely determined by the supervisor based upon the particularrequirements of thecompany.

Attendmandatory meetings including divisional meetings staff meetingsetc.

• Participate in community events and ensurecorporate social responsibility goals of the company aremet.
• Utilize traditional software programs suchas Microsoft Office (Word Excel Outlook and PowerPoint) Micros ADPOpen Table and any departmental specific systemsused.
• Keep work area clean andorganized.
• Ensure confidential documents arekept in a secured area.
• When disposingconfidential documents that contain any personally identifiableinformation they must be shredded orpulverized.
• Complete other duties as assignedby the Department Head..
• Demonstrate positiveleadership characteristics which inspire Team Members to meet andexceed standards.
• Ensure compliance with thecompanys policies andprocedures.

OTHERDUTIES

Assimilate into thecompanys culture through understanding supporting and participatingin all the company elements. Demonstrate working knowledge of theservice standards.

Regular attendance inconformance with the standards which may be established by thecompany from time to time is essential to the successfulperformance of this position.

Due to the cyclicalnature of the hospitality industry employees may be required towork varying schedules to reflect the business needs of theproperty.

SAFETYREQUIREMENTS

Personal ProtectiveEquipment (PPE) may be required when performing work duties thatmay have the potential of risk to your health or safety.

Therestaurant will provide the required PPE. Team members will betrained in the proper use and care of any assigned PPE.

It is yourresponsibility to report defective damaged or lost PPE or equipmentthat does not fit properly to yourManager.

Requires ability to lift large and heavypackages and boxes and to the ability to load and unload small andlarge boxes as needed.

Must have ability to safely lift minimum of50 lbs. without assistance and to push and pull up to 150 lbs. withappropriateequipment.

GROOMING / UNIFORMS

Allemployees must maintain a neat clean and wellgroomed appearance.Specific uniform guidelines and / or required articles of clothingwill be explained to you as a part of the orientationprocess.

OTHER

Additionallanguage abilitypreferred.

Qualifications :

SPECIFIC JOBKNOWLEDGE SKILL AND ABILITY

Theindividual must possess the following knowledge skills andabilities and be able to explain and demonstrate that he or she canperform the essential functions of the job with or withoutreasonable accommodation.

• High SchoolDiploma or equivalent required. Bachelors Degreepreferred
• Minimum two (2) years experience inreservations one year experience in front desk operations and oneyear experience in direct sales or retail trade;

OR an equivalentcombination of education and experience. Preferably in an upscaleor lifestyle brand hotel

• Proven team leaderwith a high level of energy and motivation with a proven trackrecord of living the companys values
• Anintermediate to proficient understanding of Computer systems suchas : Opera GoConcierge HotSOS Microsoft Word Excel & Outlookis preferred
• Enter and locate work relatedinformation using computers and / or point of salesystems
• Ability to spend extended lengths oftime viewing a computer screen
• Possess agracious friendly and fun demeanor
• Ability tomultitask work in a fastpaced environment and have a high levelattention to detail
• Maintain positive andproductive working relationships with other employees anddepartments
• Ability to work independently andto partner with others to promote an environment ofteamwork
• Must be able to stand or walk aminimum eighthour shift.
• Must be able observantand quick to respond to various situations while also multitaskingand handling stressful situations.
• Must be ableto twist tow (push or pull) reach bend climb and carry objects asnecessary.
• Must have excellent communicationskills and be able to read write speak and understandEnglish.
• Must be able to work inside andoutside at all times of the year as needed based upon businessvolumes.
• Knowledge of federal state and locallaws governing equal employment opportunity and civil rightsoccupational safety and health wage and hour issues and laborrelations
• Any other reasonable duties asassigned by the supervisor or manager.
• Werecognize we are in the hospitality industry and that may requireus to provide lateral service. We will on occasion call for eachindividual in the team to on a routine basis perform variousrelated tasks as needed in the spirit of providing exceptionalguestservice.

RemoteWork : EmploymentType :

EmploymentType : Fulltime

Fulltime