FRONT OFFICE MANAGER

The brand-new Renaissance Hotel located Flushing, NY, is seeking an experienced leadership professional to manage the front office operations of this 208 room, modern, lifestyle boutique hotel. The overall objective is to maintain the highest standards of service, product quality and functionality in accordance with the policies and procedures established by the Marriott brand and hotel ownership. Thus, ensuring the maximum comfort and satisfaction of guests and associates.

POSITION PURPOSE
This position is responsible for assisting in the overall management and operation of the front-of-house departments of the hotel. Uses leadership skills to drive revenue, maximize profit and ensure quality. Applicant must effectively manage assigned staff to ensure achievement of overall financial results, guest satisfaction and positive employee relations.

ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Personally Delivers Exceptional Guest Service: Assists and responds to guests in a friendly and positive fashion, while providing the highest level of service to the guest. Addresses guest needs and concerns in a proactive and effective manner. Sets a strong example for other associates through exemplary guest service.

2. Sales: Works with sales team to ensure needs of negotiated accounts and groups are met in an organized and effective fashion. Communicates the needs of clients to appropriate hotel staff. Comfortable in taking sales calls or performing walk in tours when necessary. The Front Office Manager encourages Guest Services Associates to pass on leads and referrals to the Sales Team.

3. Maximizes Guest Satisfaction Scores: Works with the Director of Rooms and Operations Manager to identify potential obstacles that would prevent exemplary service. Uses available tools and knowledge to suggest ideas to maximize guest satisfaction scores. Communicates results from guest satisfaction surveys with hotel team and addresses needs and trends that have been identified from the survey results. Works with hotel team to maintain guest satisfaction scores that are within the range deemed determined by annual Performance Agreement.

4. Financial Responsibility: Manages front-of-the-house expenses according to budgeted/forecasted guidelines to maximize hotel profitability. Responsible for effective labor management of assigned departments through appropriate scheduling and monitoring of payroll. Adjusts expenditures according to fluctuating business needs in a timely manner. Utilizes Buy Efficient - the MJ Hotels procurement system effectively and adheres to the approved vendor network for purchasing. Assists with assigned accounting tasks with emphasis on following accounting procedures as outlined in MJ Hotels Internal Accounting Audit. Manages and maintains company assets to stay within budget guidelines and prolong the life of company resources.

5. Training and Development: Responsible for assisting with the ongoing training and development of all front and back-of-the-house hotel associates and maintaining all necessary training records. Ensures new hire training process effectively prepares new team members for their positions. Analyzes current training programs and adjusts as needed. Implements brand training initiatives in a timely manner. Utilizes training resources effectively and ensures all training requirements are met.

6. People Management: Responsible for effectively interviewing, hiring, coaching and developing front and back-of-the-house hotel associates. Prepares and conducts 90 day and annual employee reviews in a timely manner. Addresses performance issues accordingly and takes appropriate corrective action to hold employees accountable. Motivates hotel staff by setting goals, providing ongoing feedback and rewarding/recognizing employees. Effectively addresses areas for improvement determined by annual Associate Opinion Survey and communicates results from the survey to the hotel staff in a timely manner.

7. On Boarding/Training: Performs the new hire selection and On Boarding of Associates within compliance to MJ Hotels policies. EEOC – Maintains Human Resources confidential files within MJ Hotels requirements. Conducts new hire orientation, Journey, departmental and Marriott Brand timely training. Ensure timely training of Brand/MJ requirements throughout all departments of hotel.

8. Self/Workload Management: Responsible for effective self/workload management and adjusting personal work schedule as dictated by business needs. Demonstrates clear and effective written and verbal skills. Promotes a productive, professional and collaborative work environment. Provides clear direction to the hotel team. Plays an active role in leading daily team meetings and weekly/monthly departmental/hotel meetings to ensure proper communication and planning occurs. Prepares annual Performance Agreement & Learning Plan, monthly action plans and consistently executes plans to achieve department/hotel goals. Provides measurable results with success and learning documentation.

9. Safety/Risk Management: Leads and participates in monthly Safety Committee Meetings. Assists in conducting routine inspections of the hotel operation/building to maintain standards of the Marriott Brand, local, state and federal regulations. Ensures a clean and safe work environment. Understands the importance of handling all guest and employee accidents/incidents in a timely and effective manner while following MJ Hotels policy. Completes MJ Hotels incident reports and follows up within appropriate time frame. Assists in promoting corporate safety programs and initiatives.

10. Yield Management: Monitors Room inventory, accuracy of rate quotes, market segment PMS coding and room upgrades to maximize revenues/profitability. Applies strategic planning sellout “Best Practices” consistently to grow REVPAR.

11. Ledger Accountability: Monitors city ledger, Advance Deposit ledger and Guest ledger to ensure timely collections, accuracy of billings and credit limit compliances. Manage Direct Billing accounts with MJ Hotels guidelines to maintain timely cash flow and zero bad debt allowance. Monitors and directs audit personnel regards to accurately recording of business activities daily as well as month end reports.

Must have schedule flexibility for both AM/PM overnight, weekends and holidays.

Job Types: Full-time, Part-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Ability to commute/relocate:

• Flushing, NY 11354: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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