Front Office Manager

Description

Our heart, head and hands play a part in everything we do. By caring about the art of hospitality and perfecting every detail, we work together to uplift the lives of others. There is nothing quite like the satisfaction of providing an unrivalled service that is greatly admired.

Corinthia Hotels has announced a management agreement with the Reuben Brothers to operate the former The Surrey Hotel, located on Manhattan’s Upper East Side. The famed property will undergo an extensive renovation and is slated to open in 2024.

The Surrey, a Corinthia Hotel is seeking to recruit a Front Office Manager. The Front Office Manager plays an important role in overall guest experience, and has crucial responsibility in ensuring excellent first and lasting impressions for each guest. They are responsible for overseeing all relevant Front Office departments to ensure guests’ needs are met throughout their stay and service is delivered consistently in line with the quality standards. They assist in achieving set targets and budgets to maximise room occupancy at best rates and using up-selling techniques to promote hotel services and facilities. They oversee day-to-day functions in the department, starting from pre-arrival guest requests, guest arrival, in-house experience, billing, departure, and post-departure feedback.

Summary of Responsibilities

• Liaising closely with Reservations and Revenue Management teams daily to monitor, review and maximize RevPAR, occupancy and average room rate. 
• In conjunction with the Finance department, ensuring accounting instructions are accurately managed and the Hotel credit policy is followed by the Reception team. 
• Ensuring that payroll and operating expenses are maintained in ratio with revenues earned (or other agreed targets). 
• Maintaining effective communication within the department and ensuring that the Managing Director and Hotel Manager are kept well informed of any problems/queries. 
• Ensuring that all Front Office, Telecoms, Concierge and Guest Service departments are correctly staffed, suitably trained and performing their duties to the standard required.  
• Overseeing smooth handovers between shifts.  
• Ensuring regular inspections of the public areas are carried out and that defects are reported and rectified. 
• Driving the Corinthia Values and philosophy within the team, ensuring all SOPs and policies are well communicated and adhered to. 
• Assessing training needs using guest feedback, online reviews and audits and organising training in liaison with Operational Coaches. 
• Ensuring all new team members receive appropriate training and cross-training in the relevant departments. 

Requirements

• Minimum 3 years as a Front Office Manager in a similar size and star rated Hotel.  
• Strong background in Front of House/ Front Office operations.  
• Written and verbal fluency in English. Fluency in another language an advantage. 
• Knowledge of property management systems (e.g. Micros/Fidelio, Opera, etc.).    
• Degree/Diploma in Hospitality Management or Tourism (desirable).