Front Office Manager - The Langham, New York

Responsibilities include but are not limited to

Leads and motivates all Front Office colleagues to include hiring, training, communicating objectives coaching/disciplining, scheduling and performance evaluations to ensure adherence to all service and productivity standards.Rotates with fellow Managers as needed/required to perform duties on the overnight or other shifts to ensure management presence.Checks and coordinates with room reservations, front office systems, supplies forecasting and department budget to maximize revenue. Compiles and reports, including: rate and availability calendar.Lead and motivates all Front Office colleagues with the Upsell Program. Set the target and keep motivating to reach that target. Ensures that schedule is done ahead and fulfill all colleagues time off/vacation are properly added on the schedule. Managing colleagues payroll and overseeing Front Office Upsell Program Incentives. Ensures Show Time is conducted in all areas and all colleagues are fully versed in Langham’s company philosophy, Brand Standards and Forbes service standards.Communicates with guests and colleagues both verbally and in writing to answer questions and provide clear direction. Organizes, conducts and/or attends meetings to obtain and share information.Ensures all colleagues are trained on defect resolution skills with appropriate follow up processes in place.Implements and monitors all corporate marketing programs from LHG.Assists line colleagues in the performance of their duties to ensure guest satisfaction. Assistance may include but not limited to check in/ check out of guests or any related guest service activity, fulfilling guest requests, handling guest complaints, etc.Ensures that Brilliant with Langham recognition program for guests is in place and executed according to Brilliant with Langham/LHG standards.Creates a culture of empowerment for line colleagues to make decisions which will lead to creating great memories for our guests.Ensures that daily training is provided for technical skills, hospitality updates, communication, management, and organizational skills. Leads by example: Provides a high-quality service environment and promotes engaging hospitality towards all guests.Be knowledgeable about all emergency plans and know how to act upon them. Report any unusual occurrences immediately to the Director of Security, Hotel Manager or the Managing Director as appropriate.At all times strive to represent The Langham, New York and LHG in the most professional and courteous manner.

EXPERIENCE REQUIRED

Minimum of two to three years’ experience as Assistant Front Office Manager, preferably in a luxury hotel.

SPECIAL SKILLS REQUIRED

Considerable knowledge of computer systems for registration, reservations and backup systems.Familiarity with yield management and cost controls.Input and access information in the property management system/1865 and point of sales system.Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.Ability to read, write, speak and understand the English language to communicate with guests and colleagues.Thorough organizational and supervisory skills proficient in accomplishing the task.Ability to coach and develop colleagues to encourage their growth in the hotel and the company.Ability to analyze complex statistical data and make judgments accordingly.Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

EDUCATION REQUIRED

High School Diploma required.Four year college degree preferred.

PHYSICAL DEMANDS

Requires walking or standing to a significant degree.Ability to lift 20 lbs.

LICENSES OR CERTIFICATES

CPR Certification and/or First Aid Training preferred. Ability to obtain any government required license or certificate.TIPS Certification preferredNew York State Driver’s License preferred

Rate of pay: $89-94k

EOE, including disability/vets