COMPANY BACKGROUND

The Standard is one of the most culturally engaged hotels in the world. Hotels with real cultural life, an inclusive spirit and true creative attitude. A destination layered with events and amusements that leaves you with an uplifted feeling. The Standard’s irreverent and playful sensibility, combined with a careful consideration of design, detail and service, have established its reputation as a pioneer of hospitality, travel, dining, nightlife, and beyond. The Standard hotels are known for their taste-making clientele, their pioneering design, and their unrelenting unStandard-ness.

• Provides an issue free work environment through motivation, support, empowerment and development for all personnel
• Proactively strives to build positive working relationships through teamwork and clear communication
• Ensures that all decisions and resulting actions are aligned with The Standard, High Line’s policy of 100% guest satisfaction producing a high level of service
• Has a strategic perspective by continuously developing our brand and integrating it into every aspect of the guest experience
• Approves and facilitates associates 30/60/90-day and annual performance reviews
• Assists in continuously evaluating the performance of Front Office staff and takes corrective actions when necessary
• Offers property tour to potential clients, guests, or investors as requested providing detailed knowledge about the property and the brand
• Review and train all staff on Coyle Standards in order to maintain our goal of 90% in all areas
• Maintains and accounts for assigned cash bank and front office cash record on daily basis documenting as necessary
• Solves, rectifies and mediates guest’s issues and concerns
• Corrects billing adjustments when necessary
• Reviews daily arrivals and ensures all guest preferences and special requests are fulfilled. Maintains and clean up profile information and notes
• Approves / Conducts monthly departmental meetings with Front Desk Managers including preparing the agenda, scheduling and preparing the meeting minutes/follow up
• Monitors the Nor1 upsell system, maximize opportunities, trains incentive program, and completes monthly audits
• Completes all ordering/purchasing for department in line with checkbook/budget to any variance to budget must be approved by senior management
• Oversee productivity performance in all Front office areas, flexing labor when necessary
• Approves Front Office schedules as prepared by Front Office Managers
• Prepares Front Office Managers 30/60/90 day and annual reviews for Director of Front Office approval
• Assists Front Office and Desk Managers as necessary, including the Overnight shift
• Prepare, reviews, and approve coaching / counseling (Disciplinary Action Forms) prepared by Front Office Managers
• Facilitates the training and development of all associates
• Ensures succession planning for Front Office Managers, Front Desk Manager, and Front Office Staff
• Ensures daily information has been reviewed with all associates prior to the start of their shift by Front Desk Manager including VIP’s
• Ensures Groups are checked out, balances are paid and guest ledger is current for the day
• Monitors public areas to consistently maintain a clean, organized and inviting ambiance
• Reviews guests’ feedback from all sources and implements plans with Guest Experience Manager for improvement
• Resolves / covers any staff shortages that arise on shift and is proactive in resolving any future staffing issues
• Establishes and Maintains Front Office inventory controls as it relates to equipment, supplies and uniforms
• Maintains computer equipment for proper functioning and Resolves/Communicates with IT and PMS Support as required
• Prepares and follows up on incidents and accident reports to resolve and prevent future incidents
• Reviews no-shows balances and resolves any discrepancies
• Attends Daily Management Action Meetings in absence of the Director of Front Office
• Attends department meetings, including BEO, Sales Groups, Payroll, etc. in absence of Director of Front Office
• Communicates with all other departments to ensure any outstanding guest issues have been resolved
• Complete a full lap of the city block around the hotel after every meal or snack
• Reviews all group arrivals to ensure billing and room type information are correct
• Participates in interview process for front office positions as needed and completes all necessary documentation required by Human Resources
• Reviews schedules and maintains productivity in line with budget
• Ensures that payroll is updated daily and edits are few as all associates are required to punch in / out
• Assists Director of Front Office with any requested tasks
• Understands The Standard, High Line product and brand identity, and upholds all service procedures and communication standards as outlined by brand Standard Operating Procedures
• Performs daily Guest Service Agent duties during peak periods or as needed
• Performs miscellaneous duties as required