Front Office Manager
view of a man and woman working behind a front desk
The William Vale

111 North 12th Street

Brooklyn, NY 11249

Telephone (718) 631-8400

Website www.thewilliamvale.com

Managed by EOS Hospitality

LinkedIn linkedin.com/the-william-vale-hotel

183 Room Hotel
Managed By EOS Hospitality
Current Job Openings
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Description

Overview

The ideal candidate is an experienced, high-energy, and empowered individual who will proactively provide consistent support and guidance to our guests and Front Office team. A growth-focused professional who aims to constantly improve guest and colleague experience and exceed operational and financial goals.

Responsibilities

  • Own the Arrival + Departure experience, ensuring signage, music level and overall ambiance meets requirements.
  • Conduct Inventory and Restock Supplies for Front Office Operations.
  • Communicate Rain Process protocol to Housekeeping and Bell Team for inclement weather.
  • Prepare and conduct all guest services interviews and hiring procedures.
  • Approve Front Office payroll and manage individual timecards daily.
  • Prepare for and conduct AM/PM shift meetings to ensure the team is well informed.
  • Ensure shift Handover Reports are completed and actioned out.
  • Set the par for the performance, standards, and appearance of the team with an emphasis on training and teamwork by coaching and supporting associates.
  • Always maintain and encourage a professional atmosphere (Conversations, tone, demeanor, uniforms, etc.)
  • Oversee employee recognition program by ensuring that incentives, appreciation efforts, and celebrations occur within department consistently.
  • Oversee One on One program between Exempt and Non-exempt employees.
  • Ensure Guest Service Agent Checklists are completed daily and filed.
  • Must be knowledgeable of hotel products, services, pricing, and special promotional offers, as well as daily VIP and special events.
  • Attend Operational Meetings, including Morning Standup, Group Resume, Revenue, Leadership and Daily Walkthroughs.
  • Lead Upsell Program to maximize revenue. Report monthly to the Director of Front Office Operations, Revenue, Hotel Manager and Managing Director.
  • Monitor Cancellation and No-Show policy and procedures.
  • Balance the House to ensure no overbooking.
  • Monitor all Out of Order rooms to ensure rooms can be sold.
  • Assist with VIP meet & greets at check in whenever possible.
  • Interact with guests on an individual level, thus creating a relationship and culture that will result in repeat stays.
  • Anticipate guest needs and complaints by monitoring arrivals, in-house guests, and departures.
  • Follow up daily to resolve all Alice complaints and service requests.
  • Manage Online Travel Agency guest review responses and extranets i.e. Expedia, Google.
  • Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service.
  • Maintain cleanliness of Front Desk, Bell Closet, Bell Stand and Concierge area.

    Skills

  • Strong interpersonal skills and leadership experience.
  • Approaches all encounters with guests and colleagues in an attentive, friendly, courteous, and service-oriented manner.
  • Proactive approach to problem resolution, including anticipating, preventing, identifying, and solving issues as needed. Contribute to short term and long-term problem solving.
  • Outstanding communication skills.
  • Multitasks and prioritizes department functions to achieve maximum efficiency and effectiveness.
  • Must be able to maintain confidentiality of sensitive guest and colleague information.
  • Understanding of Microsoft Office (Excel, Word, Email) – experience with Opera Cloud is a plus.

    Qualifications

  • 2-4 years’ management experience – 1-year previous Front Office management experience required.
  • Flexibility to meet the demands of a 24-hour operation.
  • Maintain a high standard of personal appearance and grooming.

    We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, s ex, sexual orientation, gender identity, national origin, veteran or disability status.

    Salary: $75,000

    Equal Opportunity Employer

    This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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    The William Vale

    183 Room Hotel

    The William Vale aims to blend the authenticity of the Williamsburg neighborhood with a forward-thinking and luxury approach to the hospitality experience. TWV offers a comfortable contemporary atmosphere combined with intuitive design and modern comfort - we pride ourselves on offering warm hospitality to all. 

    We understand that for our Colleagues to give their best work, we must meet (and exceed!) their expectations as an employer. We promote a culture of respect, diversity, career growth, and fun. Success awaits seasoned and motivated individuals who join our team. 

    Our seasoned General Manager, David Lemmond, ensures every last detail is perfect for more exceptional hotel stay in Brooklyn. The William Vale is the only Brooklyn property to achieve Forbes Travel Guide Recommendation status. Our property features Instagram worthy hang spots such as our rooftop lounge and pool in the summer months and our rooftop ice skating rink, saunas, and winter village in the colder months. Every guest room comes with a private balcony and a view of the NYC skyline. Celebrated chef Andrew Carmellini ensures a delicious stay at TWV with two restaurants to choose from on site: Westlight and Leuca. The William Vale happily utilizes our space for events open to the community - check our our programming under the culture tab on our website.