Front Office Manager - Wythe Hotel

FRONT OFFICE MANAGER

At Wythe Hotel we take great personal responsibility ensuring that every guest who is dining and staying with us has a fantastic, memorable time. We want to be certain that every guest of Wythe has an experience that feels effortless and puts them at ease. If we’ve succeeded at these objectives, then even when our guests are far away they will desire to come back again and again.

ESSENTIAL GOALS

The primary focus of this position is to set up the Rooms Teams for success every day.

That goal can be split into 3 main areas;

1 - Setting the teams up for success - our success is measured by the excellence of the guest experience.

Ensuring we have provided the Front Desk, Bell, and Housekeeping teams with everything they need to be exceptional.

Clear Direction and understanding of expectations. 

Solid training and ongoing follow up.

Reliable and consistent support to all staff members. 

We will always support them in their decisions and choices. 

They need to have agency and understand why they are here so that will inform their thoughtful choices.

Providing flexible schedules, working with HR to ensure staff are feeling competent and supported. 

We are asking the team to be genuinely warm and welcoming, they need support they can rely on to offer this to each and every guest.

2 - This is an Admin heavy role. 

Scheduling, Payroll, Inventory, Guest data, Review responses, Compliance with DOH, FDNY and other agencies, Providing clear communication to the Hotel team as well as the other Departments within the hotel. Directing projects and priorities for the Hotel Team.

3 - Holding the team accountable to high expectations

Delivering excellent training and regular/direct feedback to all our staff on their work quality.

Supporting them as they learn, while expecting them to be excellent.

This role will require consistent communication with the whole team, helping them understand our goals, ensuring they are committed to those goals, and then supporting them as they reach those goals consistently.

Patience, consistency and being excited about the rewards of coaching and mentoring the team are key.

DAY TO DAY ROLE AND RESPONSIBILITIES

Presence & Impact

Support the Front Desk team in all their duties and responsibilities. 

Be available to them when they are busy, and ensure they are covering all their shift tasks and are organized and set up for success in the downtime.

Set an excellent example of genuine hospitality, accurate and timely communication, great organization, and teamwork.

Guests

Manage guest concerns, complaints and issues.

Capitalize on opportunities to exceed guest expectations.

Identify regular, return and VIP guests. 

Ensure information is accurate and up to date on all guests.

Use welcome amenities and notes and other touches to ensure guests feel personal attention

Communication

Ensure that communication is clear and concise and that all staff members are following up and following through so all the details of day to day operations and guest needs are taken care of.

Work with Department heads across the hotel to ensure great communication across departments. 

And keep the Rooms team up to date on all new information in the building.

Training and Development

Continually look for opportunities to train and coach the Rooms Team. 

Work to ensure they are knowledgeable, empowered and aware of the priorities of their tasks each day.

Offer constructive criticisms regularly, and have high expectations of all members of the Rooms Team.

Work with Ownership and Sales Team to create training plans

Ensure regular reviews are conducted, Annual and 30/60/90 for new hires.

Tasks and Projects

Manage Payroll each week

Complete the Schedule each week

Complete a monthly inventory, weekly ordering and maintain correct par stocks for all necessary items for Hotel operations.

Ensure the back office and Front Desk and all Housekeeping, Engineering and storage areas are always clean, organized and uncluttered.

Be sure all guest packages are logged and set up to reach the guests in a timely manner.

Keep checklists up to date and relevant to each shift.

Ensure new staff members are on boarded and trained in a thoughtful and welcoming manner that gives them clarity about the position.

Budgets and Spending

Work with Accounting Team to stay within budgets for Payroll and Supplies each month

POSITION BASIC SKILLS AND DEMANDS:

• Able to lift up to 20lbs
• Able to stand for an 8 hour shift
• Able to communicate clearly and concisely 
• Able to work effectively and collaboratively as part of a team 
• Able to work in a fast pace environment 
• Excellent phone and communication skills

BENEFITS

Health Insurance, Dental Insurance, Vision Insurance, Paid Time Off, Commuter Benefits, Dining Discounts