Job Description

21C MUSEUM HOTELS IS COMMITTED TO THE HEALTH AND SAFETY OF OUR TEAMMATES AND GUESTS. WE HAVE COLLABORATED WITH TOP PHYSICIANS IN THE FIGHT AGAINST COVID-19 TO REVISE OUR ALREADY STRINGENT CLEANING PROTOCOLS TO PROVIDING THE SAFEST WORKPLACE AS POSSIBLE. THESE NEW PROTOCOLS INCLUDE:

• Social Distancing: We have added signage throughout our properties to encourage distancing among our teammates and guests. We have also spaced our various fixtures within our properties, such as tables in our restaurants to encourage safe distancing.
• Required Use of Masks: Teammates and guests alike are required to wear masks at all times while in public spaces within our properties. Masks must cover the nose and mouth.
• Health Screenings: All teammates and guests are required to go through a brief health screening process before entering our properties, this includes touchless temperature checks and a health questionnaire about possible exposure as well as symptoms related to COVID-19.
• Cleaning & Sanitizing: We have increased the frequency of cleaning and sanitizing of our public spaces, particularly of those high-touch areas, such as door handles, handrails and elevator buttons.
• Frequent Hand Washing: All teammates are required to wash their hands frequently for at least 20 seconds while working. We have also increased the number of hand sanitizer stations throughout our property to prevent the spread of germs or other contaminants.

REPORTS TO: General Manager

SUPERVISES: Front Desk Agents, Bell/Valet, Night Audit

GENERAL PURPOSE: The Front Office Manager is committed to guest service excellence and has a passion for promoting 21c Museum Hotel. Thorough and task oriented, the FOM can complete menial as well as substantial tasks under various conditions. The Front Office Manager is multi-skilled and able to hop into any position within their department at any time. The Front Office Manager should be skilled at creating a culture of care, concern and accountability.

SPECIFIC RESPONSIBILITIES

• Responds professionally and courteously to arriving, departing and in-house guests with accurate and timely information and services.

• Responds to inquiries regarding hotel information and guest concerns.

• Supervises the daily operations of the Front Office personnel, promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.

• Oversees all day to day operations of Front Desk and Bell/Valet staff, insuring that all established front office and hotel policies are followed.

• Acts as a resource for supervisors, agents, bellpersons, and valet with all Front Office procedures.

• Tirelessly promotes 21c to staff and guests alike, a cheerleader for the team and the brand.

• Facilitates guest arrival and departure during peak times to ensure smooth transition into and out of the property.

• Courteously answers inquiries and accepts reservations referred from agents, both in person and by telephone

• Keeps abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.

• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

• Reviews all guest issues with staff, ensures appropriate departments are contacted for resolution, approves recovery, and ensures follow up with guest and log is completed.

• Oversees all Concierge duties completed by staff from transportation services to package amenities and arrangements.

• Has a complete knowledge of emergency procedures of the hotel.

• Implements new procedures and/or policies.

• Reviews any problems or concerns from the previous day from night audit and daily work. Addresses any issues with entire staff or individual front desk associates, whichever is appropriate.

• Monitors room inventory to achieve balance and pushes associates to sell out. Trains staff in this strategy.

• Conducts one-on-one meetings with front desk associates at least quarterly.

• Conducts necessary progressive disciplines according to policy

• Coordinates with Rooms Manager to conduct annual reviews in a timely manner.

• Back up for Rooms Manager during absence.

QUALIFICATIONS:

• Strong leadership skills.
• Good eye for detail.
• Excellent organizational skills.
• Able to draw ideas from the supervised team, develop and put into action
• Thrives in a fast paced environment where multi-tasking is normal.
• Enjoys people and has experience dealing directly with the public with an acquired general knowledge of basic customer service skills.
• Working knowledge of guest services and hotel services, policies or operations. Working knowledge is generally learned on-the-job.
• Possesses a talent for developing positive connections with guests that result in fewer instances of recovery and more effective problem resolution.
• Tactful and empathetic in stressful and highly emotional situations.
• Understands hotel front office procedures completely.
• Understands standard cash handling procedures and operation of computerized cash register systems.
• Excellent communication skills, both verbal and written, with the comprehension and literacy required to review and respond to correspondence, initiate reports, conduct training, etc.
• Proficient with computer systems, Microsoft Office suite, Opera PMS, POS, etc.
• Must pass a background check.

EDUCATION/ FORMAL TRAINING

• High School diploma or equivalent.

EXPERIENCE

• Minimum of 5 years previous experience in Hospitality management.

21C MUSEUM HOTELS IS AN EQUAL OPPORTUNITY EMPLOYER. WE EVALUATE QUALIFIED APPLICANTS WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, NATIONAL ORIGIN, DISABILITY, VETERAN STATUS, AND OTHER LEGALLY PROTECTED CHARACTERISTIC. THE EEO IS THE LAW POSTER IS AVAILABLE HERE: HTTP://WWW1.EEOC.GOV/EMPLOYERS/POSTER.CFM