Front Office Overnight Manager (Part Time)

Department: Rooms/ Front Office

Reporting to: Assistant Director of
Front Office and Director of Front Office

Job Purpose

The Front Office Overnight
Manager oversees all aspects of the front office areas during the night, which
may include, but are not limited to guest registration, bell services,
telephone services, concierge services, and guest reservations to ensure guest
satisfaction and maximize hotel profitability.

Duties &
Responsibilities
• Manage nightly operations and assignments of the front office staff;
schedule, plan, and assign work. Develop
and communicate departmental strategies and goals. Communicate and enforce policies and
procedures.
• Recommend and/or initiate, disciplinary, or other staffing/human
resources-related actions following Company rules and policies. Alert management of potentially serious
issues.
• Ensure all staff is properly trained on systems, security and cash
handling procedures, and service standards and have the tools and equipment
needed to effectively carry out their job functions.
• Monitor Overnight staff to ensure guests receive prompt, professional attention,
and personal recognition. Ensure guests
are greeted upon arrival. Respond
appropriately to guest complaints.
Implement appropriate service recovery guidelines to ensure total guest
satisfaction.
• Schedule and regularly conduct routine inspections of the front office
and public areas to ensure the appearance of such areas reflects highly on the
hotel, brand, and Company. Develop
action plans to correct any deficiencies.
• Monitor inventory and report any discrepancies to the Director, Front
Office.
• Review and reconcile OTA’s commissions and submit them to the accounting
department monthly.
• Analyze guest satisfaction data and develop and implement plans to
achieve established goals related to guest satisfaction scores, front desk
activities, etc.
• Supervise car service offered by the hotel and maintain hotel standards.
• Maintain procedures for securities of monies, credit and financial
transactions, and guest security. Check
billing instructions and guest credit for compliance with hotel credit policy.
• In coordination with the Guest Relations department, develop and
maintain relationships with local fire, police, and emergency services.
• Assist in managing hotel revenue generation and maximization through
full utilization of company systems, business processes, and specifications.
• Promote teamwork and quality service through daily communication and
coordination with other departments. Key
departmental contacts include Accounting, Sales and Marketing, Catering, Food
and Beverage, Housekeeping, and Maintenance.
• Assist with any Housekeeping needs as necessary.
• Interact with outside contacts:
1. Guests (to ensure their total
satisfaction) 2. Regulatory agencies
(regarding safety and emergency matters) 3. Other contacts as needed
(professional organizations, community groups)
• Perform other duties as assigned.
• May serve as “manager on duty” as required.

Qualifications
& Requirements
• Understanding: Ability to read, comprehend, and carry out instructions
according to established procedures
• Comprehension: Fluent in the English language
• Organizational Skills: Work efficiently, utilize multi-tasking,
prioritize tasks
• Hygiene and Sanitation: Adherence to uniform, grooming, and personal
hygiene standards, and expectations per SOPs
• Punctuality: Adherence to posted schedule and arrival time and
attendance at mandatory meetings when scheduled
• Responsibility: Personal comportment in line with Standard, New York
policies, standards, and expectations
• Mathematical skills, including basic math, budgeting, profit/loss
concepts, percentages, and variances are utilized frequently/
• Problem-solving, reasoning, motivating, organizational, and training
abilities are used often.
• Ability to travel to attend workshops, specialized training and/or
certifications, etc.
• Problem-solving, reasoning, motivating, and training abilities are often
used.

Physical
Requirements
• Able to traverse spaces throughout the building as necessary
• Able to work standing for a minimum of 8 hours a day
• Periodical bending, kneeling, and stretching
• Able to pull, push, carry, and lift at least 50 pounds
• Must be able to seize, grasp, turn, and hold objects with hands
• Ability to use a keyboard to operate various property management and
reservations systems, etc.

Desirable
• Bachelor’s degree in Hotel Management/Business Administration
• At least 3 years of work experience in Front
Office/Guest Services
Salary
$30/hr

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