Assistant Front Desk Manager

The Manhattan Club; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

The Manhattan Club is a residence-style boutique timeshare and luxury hotel experience in midtown Manhattan. We seek an Assistant Front Desk Manager to oversee daily Front Office operations, supervise staff, and ensure the highest level of guest service for Owners and Guests.

You will handle registrations, inquiries, and service recovery, while coordinating with management to maintain smooth day-to-day service, night audit when needed, and a professional, friendly environment.

Qualifications

• Bachelor’s degree and minimum 1 year management experience in a similar sized property.
• Knowledge of principles and processes for providing customer service and handling guest concerns.
• Ability to supervise, train, and develop staff and maintain high service standards.

Responsibilities

• Supervise Owner Receptionists and Guest Experience staff to ensure high service levels.
• Handle guest concerns professionally and perform service recovery when needed.
• Manage check-in/out, registrations, and key issuance; balance days and night audit tasks when required.

Skills

Customer service

English proficiency

Team leadership

Education

Bachelor's degree

Job description

A residence-style Boutique Timeshare, the Manhattan Club provides endless possibilities for the enjoyment of its guests. The Manhattan Club introduces a unique experience; blending a vacation ownership retreat with a luxury suite hotel. Centrally located in midtown Manhattan, it is convenient to many of New York City’s extraordinary and exciting attractions, encouraging our Owners and Guests to experience the pace of the City by day and feel the pulse of the City by night.

The Assistant Front Desk Manager will report directly to the Assistant and Director of Front Office.

This position will oversee the daily operations of the Front Office staff. Will ensure the department members provide the highest level of customer service. Effectively handle any incidents and concerns in a professional manner. Must supervise, train, and develop staff.

Promote meaningful relationships and customer service in a fast paced, structured environment. Lead by example, consistently conveying a positive attitude, passion, and pride in work.

Essential Functions

• Supervise and direct the work activities of the Owner Receptionists and Guest Experience staff.
• Maintain Owner and Guest satisfaction, ensuring all service standards and policies are achieved.
• Handle guest difficulties by listening to guests’ concerns, offering solutions, and ensuring proper service recovery.
• All registration and check in/out of Owners and guests of The Manhattan Club during all shifts. Issue room keys and process all necessary registration forms and documents. Comply with procedures regarding use of cash banks, credit procedures, safe deposit boxes, and other associated tasks.
• Handle any Owner/guest service related issues such as reservations, telephone, transportation, and other service oriented questions, inquiries, and requests.
• Maintain cleanliness of the work area and lobby.
• Use facilities management software to document guest requests, maintain records of room availability and guests’ account information and to post charges, such as those for rooms, food, liquor, or telephone calls.
• Compute bills, collect payments, and make change for guests using basic math skills.
• Record guest comments or complaints, referring customers to managers as necessary.
• Ability to successfully complete the night audit during the overnight shift when needed. This includes but is not limited to the following:
• Prepares all end of day front desk and night audit functions including balancing credit card postings to computer system, maintaining computer database integrity daily, and auditing of master bills.
• Prepares all computer systems for the following day. Ensures accurate and timely backup files are maintained on a daily basis.
• Prepares, balances, posts, and distributes all necessary reports on a daily basis.
• Completes express check out in a timely manner and issues to Security for delivery.
• Other related duties as assigned by Management.

Specifications

• Bachelor’s degree and minimum 1 year management experience in a similar sized property.
• Knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures.
  • Understanding of basic math principles.
  • Must possess a good written and verbal command of the English language and be able to effectively communicate with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.
  • Flexible and able to workdays, nights, overnights, weekends, and holidays.
  • Must be able to work in a standing position for long periods of time (8 hours or more).
  • Frequent bending and stretching is required. Ability to occasionally lift, carry, or push up to 15 lbs.

• Accountabilities

  • Actively look for ways to assist guests, co-workers, and management such as asking questions to help.
  • Reliable, responsible, dependable, honest, and ethical.
  • Ability to accept criticism and remain calm during difficult situations or in a very busy environment.
  • Detail oriented.
  • Friendly and courteous.
  • Willing to learn new computer operating systems.
  • Capable of empathizing and communicating with a diverse range of individuals.
  • Regular and predictable attendance is crucial in this position.
  • Adhere to dress code policies as outlined in the employee handbook and maintain a polished and professional appearance at all times.

EOE

Source: Hospitality Online