Front Office ManagerThe Marmara Park AvenueNew York, NY
A property of: The MarmaraPosted 4 weeks ago

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Job Description

 The Marmara Park Avenue is looking for an experienced Front Office Manager who is  hospitality-oriented and will oversee all front desk operations in accordance with the company policies and procedures.  The Front Office Manager provides leadership and support to all members of the Front Office that includes the Front Desk Agents and bellman. 

  • Manage and monitor activities of all employees in the Front Office department making sure they follow The Marmara standards. To coach, train and provide corrective training as needed.
  • Be readily available at all times to deal with problems or guest complaints.
  • Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. 
  • Check accommodations, making sure any special requests are carried out accordingly greet guests upon arrival and to ensure escort to accommodations if appropriate.
  • Review arrivals and departures and make sure all the data is  correct in Opera.
  • Review arrivals and departures for guest preferences to ensure customer satisfaction.
  • Supervise front desk personnel to ensure reservations (in-house and future) are immediately acknowledged and correctly recorded. 
  • Manipulate room inventory in high occupancy periods with consideration for the business needs and demand. Effectively coordinate      relocation of guests when necessary.
  • To be at the front desk to ensure efficient and smooth service is provided to all guests.
  • Ensure that all guests - VIP guests and repeat guests - are identified, recognized, and welcomed and checked in to allocated rooms promptly and courteously.
  • Review and follow up the input of required information into various systems including but not limited to: HOTSOS, Opera, company  approved spreadsheets and word processing.
  • Ensure that check-in procedures are strictly adhered to and that the correct address and charge out details are obtained from each guest.
  • Respond and to act on guests’ complaints and then following up to ensure guest satisfaction - keeping the Director of operations in the loop.
  • Work with Sales and Reservations departments to ensure that long-term and group accounts are in good standing. Follow up issues regarding rejected credit card payment, employee posting errors, payment misapplications, or other inaccuracies.
  • Ensure Front Office staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems.
  • To ensure Front Desk staff follows proper financial control procedures for cash, vouchers, inventories and receivables.
  • Undertake full responsibility for Scheduling and Payroll of the department.
  • Develop a cross training program for the Front Office within various departments. 
  • Ensure the proper image is being maintained by all Team Members with respect to grooming and uniform standards. .
  • Ensure that all Front of House areas are clean and orderly at all      times.
  • Carry out systematic checks of all Front of House areas for maintenance requirements, repairs or refurbishing, ensuring that these are  acted on without delay.
  • Ensure the highest level of quality in service within all areas  of responsibility while adhering to budgeted guidelines.
  • Make suggestions for improvements in overall operations with an emphasis on increasing guest satisfaction, revenues as well as reducing costs.
  • Monitor trends within the industry and make suggestions how these could be implemented.
  • Report accidents, injuries, and unsafe conditions to HR and other management.
  • Report any unusual occurrences immediately to the Director of Operations.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Any other duties assigned by General Manager.

Job Requirements

  • At least 5 years of progressive experience as a front office manager and or equivalent combination of education and experience.
  • Hospitality Diploma or College degree preferred.
  • Must be flexible in hours and days worked.  
  • Long hours sometimes required.
  • Must have strong organizational and time management skills.
  • Ability to effectively communicate information and respond to questions from groups of managers, coworkers, vendors and guests.
  • Must be proficient in Windows, Company approved spreadsheets and word processing.
  • Opera and HOTSOS experience with Thorough knowledge of the hotel industry, guest services, and front office operations required.  
  • Additional language ability preferred. 

Job Details

Mid level
Salary ($60k - $75k)

About this location

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The Marmara Park Avenue
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Address114 East 32nd Street, New York, NY, 10016 View map
Property typeHotel 
room Count251-500 
location TypeUrban 
Company Logo
This property is managed by
The Marmara