Front Office Manager - Crescent Hotels and Resorts
New York, NY
About the Job
Description
At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do! We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright. We are looking for our next great team member to join us on our Front Office Manager. We are committed to providing you with:
• Highly competitive wages
• An exceptional benefit plan for eligible associates & your family members
• RSP/401K matching program for eligible associates
• Flexible scheduling to allow you to focus on what is important to you
• Discounts with our Crescent managed properties in North America for you & your
family members
Here is what you will be doing each day:
1. Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
2. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.
3. Communicate both verbally and in writing to provide clear direction to staff.
4. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and
review cost and inventory controls.
5. Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
6. Supervise the budgeting, forecasting, training, motivating, and staffing of the Front Office including Front Office, Bell Staff, Reservations, Concierge, Guest Services, and Transportation Services.
7. Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
8. Comply with attendance rules and be available to work on a regular basis.
9. Perform any other job-related duties as assigned
Does this sound like you?
You have a keen eye for detail, and respect the importance of auditing and maintaining a respectable professionalism for the hotel and team. The pride you have in your organizational and time management skills will be a great benefit in this role. You are looking for some flexibility in a job, so working a variety of different shifts, including evenings and weekends works for your personal life.
At Crescent Hotels & Resorts we strive to create a great place to work where associates at all levels of our organization are respected for their differences, just like the guests and owners we serve. That’s why we are dedicated to creating an environment that facilitates open and honest conversations about race, equity, diversity, and inclusion. By examining our own beliefs and behaviors, we can create change through training, recruiting, and promoting diverse talent to strengthen our culture.
_For applicants who will be working in NYC, the anticipated compensation range for the position is $80,000.00 to $85,000.00 USD per year. The salary offered to a successful candidate will be dependent on several factors that may include but are not limited to years of experience within the job, years of experience within the required industry, education, work location, etc. Crescent Hotels is a multi-state employer and the salary ranges indicated herein may not reflect positions that work only in other states._
Qualifications
Experience
Preferred
+ 2-3 years: Experience in a managerial role (preferably in a hospitality role)
+ Knowledge of Opera preferred
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do! We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright. We are looking for our next great team member to join us on our Front Office Manager. We are committed to providing you with:
• Highly competitive wages
• An exceptional benefit plan for eligible associates & your family members
• RSP/401K matching program for eligible associates
• Flexible scheduling to allow you to focus on what is important to you
• Discounts with our Crescent managed properties in North America for you & your
family members
Here is what you will be doing each day:
1. Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
2. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.
3. Communicate both verbally and in writing to provide clear direction to staff.
4. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and
review cost and inventory controls.
5. Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
6. Supervise the budgeting, forecasting, training, motivating, and staffing of the Front Office including Front Office, Bell Staff, Reservations, Concierge, Guest Services, and Transportation Services.
7. Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
8. Comply with attendance rules and be available to work on a regular basis.
9. Perform any other job-related duties as assigned
Does this sound like you?
You have a keen eye for detail, and respect the importance of auditing and maintaining a respectable professionalism for the hotel and team. The pride you have in your organizational and time management skills will be a great benefit in this role. You are looking for some flexibility in a job, so working a variety of different shifts, including evenings and weekends works for your personal life.
At Crescent Hotels & Resorts we strive to create a great place to work where associates at all levels of our organization are respected for their differences, just like the guests and owners we serve. That’s why we are dedicated to creating an environment that facilitates open and honest conversations about race, equity, diversity, and inclusion. By examining our own beliefs and behaviors, we can create change through training, recruiting, and promoting diverse talent to strengthen our culture.
_For applicants who will be working in NYC, the anticipated compensation range for the position is $80,000.00 to $85,000.00 USD per year. The salary offered to a successful candidate will be dependent on several factors that may include but are not limited to years of experience within the job, years of experience within the required industry, education, work location, etc. Crescent Hotels is a multi-state employer and the salary ranges indicated herein may not reflect positions that work only in other states._
Qualifications
Experience
Preferred
+ 2-3 years: Experience in a managerial role (preferably in a hospitality role)
+ Knowledge of Opera preferred
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
Source : Crescent Hotels and Resorts
