Cipriani Hiring for Assistant Front Office/ Guest Relations Manager at New York, NY Full Time

FLSA DESIGNATION: EXEMPT

POSITION S TO: HOTEL MANAGER

SALARY RANGE: $65,000 – $75,000 PER YEAR

POSITION PURPOSE:

At Casa Cipriani, the Hotel Assistant Front Office/Guest Relations Manager, you will be the face of the hotel and club, responsible for creating a welcoming and memorable experience for guests. This requires a combination of strong customer service skills, attention to detail, and the ability to manage a team. You will be responsible for providing warm and professional guest greetings, ensuring guest satisfaction during their stay. You will handle guest inquiries, requests, and complaints with prompt and effective resolution, always aiming to exceed guest expectations. Additionally, you will play a crucial role in delivering personalized attention and a memorable experience to our VIP guests.

ESSENTIAL FUNCTIONS AND BASIC DUTIES:

• Supervising front desk staff: You will manage and train a team of front desk agents, supervisors, and assistant managers to ensure that guests receive prompt, courteous and professional service. This includes monitoring their performance, managing their schedules, and providing feedback and coaching as needed. Ensure that grooming standards are followed and respected.
• You will be the designated contact when dealing with high profile guests and will ensure proper communication amongst each department. You will be responsible for profile creation, satisfaction, and retention.
• Overseeing and supporting the Doormen, Valet, Butler, and Bellmen operations: You will be responsible for overseeing the Doormen operations and supporting the Guest services when needed, ensuring that guests’ arrival experience and luggage is handled promptly and efficiently, and that all guest requests are fulfilled in a timely and professional manner. Ensure that grooming standards are followed and respected.
• Should be knowledgeable, understanding, and adhere to Company Core Values and Mission Statement. Must lead by example.
• Managing reservations and room assignments: You will oversee the room reservation process, ensuring that rooms are accurately booked and assigned. You will also manage the waitlist and ensure that guests are placed in rooms as soon as they become available.
• Overseeing check-in and check-out processes: You will be responsible for ensuring that check-in and check-out procedures are smooth and efficient, and that guests are provided with all the information they need to enjoy their stay. Create and support the creation of memorable experiences for the guests.
• Ensuring accurate billing and payment processes: You will be responsible for ensuring that guests are correctly billed and that payment transactions are processed accurately and efficiently. This includes reconciling daily transactions, ensuring that all charges are properly posted to guest accounts, and handling cash and credit cards.
• Maintaining high standards of cleanliness and guest comfort: You will ensure that the front desk area and guest rooms are kept clean and well-maintained, and that guests are provided with all the amenities they need to be comfortable during their stay.
• Monitoring and controlling guest room inventory and occupancy: You will monitor the availability of guest rooms and ensure that they are properly managed to maximize occupancy and revenue.
• Assisting guests with requests or complaints: You will respond to guest inquiries and complaints in a timely and professional manner, and work to resolve any issues that arise during their stay. Review and respond to any complaint and guest feedback including reviews.
• Collaborating with other departments: You will work closely with other departments within the hotel, including housekeeping, engineering, and food and beverage, reservation, and sales to ensure that guests receive a seamless and enjoyable experience.
• Training and development of front desk staff: You will be responsible for providing training and development opportunities for front desk staff, and for ensuring that they have the skills and knowledge they need to perform their jobs effectively.
• Implementing and enforcing hotel policies and procedures: You will ensure that front desk staff are familiar with and follow all hotel policies and procedures, and that they are able to respond to guest requests in a consistent and professional manner.
• Support the department programs and initiatives such as Upselling. Train and coach, the staff accordingly and make sure they adhere to the policies.
• Ensuring safety and privacy procedures are in place. Supporting the Fire and Safety Wardens when you or part of your team is assigned.
• Managing front office budget: You will be responsible for managing the front office budget, ensuring that all front office operations are conducted within budget, and that any budget overruns are identified and addressed promptly. Monitor stationery and inventory levels to ensure operational levels.
• Staying up to date with industry trends and best practices: You will stay up to date with the latest industry trends and best practices, and make recommendations for improving front office operations, to ensure that the hotel remains competitive and attractive to customers
• Ensure compliance with brand standards, hotel policies, and guest service procedures
• Participating in training and development programs to improve job skills and knowledge
• Performing other duties as assigned by the management team.
• Sales-oriented mindset, with a goal-driven approach to achieving targets and maximizing revenue.

OTHER:

• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the organization. In addition, attendance at all scheduled training sessions and meetings is required.
• Upon employment, all employees are required to fully comply with Cipriani rules and regulations for the safe and effective operation of the facilities. Employees who violate rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions:

• To maintain a good and effective industrial relations climate with Cipriani management and show a willingness to support any necessary change development of the services’ provided.
• To protect restaurants and diners by adhering to sanitation, safety, and alcohol beverage control policies.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• A bachelor’s degree in luxury hospitality management, business administration, or a related field is preferred.
• Minimum 5 years of experience in the hospitality industry, particularly in a front office or guest service role, is usually required.
• A strong ability to work collaboratively with other departments, such as housekeeping, food and beverage, and maintenance, is essential.
• An understanding of budgeting, forecasting, and revenue management, as well as the ability to analyze financial s, is desirable.
• The ability to prioritize tasks, manage multiple tasks simultaneously, and maintain attention to detail and a professional attitude is crucial.
• A professional demeanor, strong ethical standards, and the ability to maintain confidential information is expected.
• The ability to lead, manage, and motivate a team of front office staff, while maintaining a high level of customer service, is essential.
• The ability to analyze and resolve guest complaints, resolve conflicts, and make decisions under pressure is necessary.
• Excellent communication and interpersonal skills, as well as a strong customer-focused approach, are critical in ensuring guest satisfaction.
• Proficiency in computer systems and software, including property management systems (PMS), central reservation systems (CRS), and Microsoft Office, is important.
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• A true desire to satisfy the needs of others in a fast-paced environment.
• Refined verbal and written communication skills.
• Ability to walk, stand, and continuously perform essential functions for an extended period of time.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:

• Most work tasks are performed indoors. The temperature is moderate and controlled by facility environmental systems.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Auditory and visual abilities to observe and detect signs of emergency situations.
• Ability to walk, stand, and continuously perform essential functions for an extended period of time.
• Ability to work overnight, weekends, and holidays.
• Ability to stand or walk for long periods of time.
• Must be able to lift, push, and pull items up to 40 pounds.

QUALIFICATION STANDARDS:

Education: Bachelor’s degree in hospitality management, business administration or a related field.

Experience Required: At least 5 years of experience in the Hospitality industry.

Licenses or Certificates: Ability to obtain and/or maintain any government required licenses, certificates or permits. Bilingual in Italian or Arabic is a plus.

Grooming: All employees must maintain a neat, clean and well-groomed appearance per Company standards.

Intent And Function Of Job Descriptions

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer.

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