Front Desk Manager - PUBLIC Hotels : Job Details

OVERVIEW

While there are many pillars that are central to our mission, service is the center of the center. It is the most important thing at PUBLIC. We deliver service that is personal, attentive, gracious, friendly, knowledgeable, genuine and unscripted - from people who are passionate, sincere, curious, empathetic and socialwho love making others feel good.

SUMMARY/OBJECTIVE

As a Front Desk Manager, you are, an ambassador for the brand. There isn't anything you wouldn't do to make a guest's experience the best it can possibly be. In this role, there are no boundaries or limits to what you'll do to uphold PUBLIC's values and philosophy at all times.

You are passionate, sincere and a social individual that loves interacting with all kinds of people. There is an instantaneous connection with everyone that you meet. When you engage with someone, they feel as if they are the only person in the room.

You are naturally curious and are the authority on PUBLIC and everything that is going on inside as well as outside of the hotelyou advise, you direct, you console, you inspire, and you lead. You are on the frontlines, in the trenches, and you don't mind rolling up your sleeves and getting your hands dirty.

ESSENTIAL JOB FUNCTIONS

Responsibilities and essential job functions include but are not limited to the following:

* You understand PUBLIC's core values and brand philosophy. You are the ambassador for the brand, crucial to communicating and executing Ian Schrager's vision.

* Resolve guest complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.

* Lead and ensure appropriate and effective focus on activities of the department and team on a day to day basis.

* Assist the Director of Front Office in monitoring performance and development of team members, including review of disciplinary actions, recommendations for suspension or termination as well as the performance review process.

* Think and act like an owner.

* Attend all mandatory meetings and training classes.

* Develop relationships with guests in order to provide personalized service.

* Respond to guests' requests in an accurate and timely manner, creating a positive outcome that will result in a memorable experience.

* Proper handling of VIP's, recognize repeat guests and protect their privacy and confidentiality.

* Must be knowledgeable about PUBLIC i.e. location, cuisine, etc.

* You love meeting people from around the world and can make connections with guests instantly and effortlessly. (Multilingual a plus!)

* You can stay cool under pressure and thrive in a super-fast paced environment

* You know the fundamentals of hospitality yet put your own personal spin and style on your interactions with guests and never sound robotic or insincere.

* You can read situations quickly and act bravely and confidently.

* You adapt to challenges easily and facilitate communication in a constantly changing environment.

* You're great at multitasking, while keeping a meticulous attention to detail

* You have a can-do attitude-anything is possible! You're always ready to roll up your sleeves and get things done

* Not my job is not in your vocabulary. You don't pass-on any responsibility.

* Be friendly, charismatic, and create connections with guests

* Do everything humanly possible to satisfy guests and always be on constant look-out for guests who need assistance.

* Act as the hotel's Front Desk, Concierge, Bell, Door and Keeper of cleanliness of the Ground Floor and Lobby areas.

* Book Concierge services, including dry cleaning pick-up & delivery, car services, and outings

* Be Proactive. If you see anything broken, report it and follow up. that. Anything from fluffing up pillows, removing garbage or glasses from the Lobby, checking the restrooms.

* Own complaints, find solutions, and ensure guest issues are resolved.

* Always protect the hotel & our guests-whether it's adhering to financial standards or following security procedures.

* Know all the in-room technology, guestrooms' designs, views, & functions,

* Ensure compliance with all hotel policies and procedures at all levels.

REQUIRED SKILLS AND QUALIFICATIONS

* At least two years of experience working in hotels

* Must have the ability to work a flexible schedule, including weekends, holidays and late hours when necessary.

* Possess excellent phone skills and be guest service oriented and proactive.

* Must have the ability to report to work on time and when scheduled.

* Must have the ability to stand and/or walk for extended periods of time.

* Maintain a high level of personal appearance and hygiene at all times.

* Be attentive, accountable and highly organized and has the ability to plan multiple activities in a timely fashion.

* Possess excellent interpersonal and communication skills.

* Ability to maintain a positive and professional demeanor and composure at all times.

* Ability to be friendly, engaging, gracious and the ability to focus and connect with all guests and team members and exceed their expectations.