Executive Front Office Manager

SALARY RANGE: $80,000-$85,000

WHO WE ARE:

Taking a cue from our name, Luma brings a bright, fresh, innovative approach to the contemporary lifestyle hotel scene, in the epicenter of NYC. Nestled between corporate giants and the vibrant Times Square entertainment hub, LUMA stands tall at 30 floors, above West 41st Street. Situated in the lively Bryant Park vicinity, our location influences every aspect of our operation. Illustrating our focus on tech-savvy amenities, modern design, and intuitive service that appeals to our guests seeking comfort and productivity, whether they are traveling for business or leisure. Centrally positioned, we link our guests through the city and connect you with like-minded brands through strategic partnerships. With our independent mindset, LUMA shines as a pioneer in the realm of forward-looking hospitality.

Being affiliated with a hotel that ranks in the Top 1% in the world, #2 in United States Hotels by TripAdvisor's Best of the Best Travelers' Choice Awards and holds a Top 5 position on TripAdvisor, can offer a phenomenal career advancement opportunity. The prestige achieved across a global reach sponsors a distinguished recognition that can create an optimistic work environment with a focus on excellence and customer satisfaction. Employees may benefit from being part of a team that consistently delivers exceptional service, which can lead to a sense of pride and accomplishment in their contributions.

Providing employees with valuable experience and skills-building that will enhance their professional growth and propel their career development. The high standards set by the hotel to maintain its top ranking also translates into comprehensive training and excellent development opportunities for staff members. Additionally, working at a worldly renowned hotel can offer incredible exposure through networking opportunities with a diverse clientele, and the chance to work with a team of talented individuals who are passionate about hospitality. Overall, being committed with a thriving hotel can be a fulfilling and rewarding experience for anyone seeking a robust and dynamic environment.

THE ROLE:

Responsible for the overall operations of the Front Office department to include the front desk, bell, concierge and night audit. Responsible for the management of front office associates and ensuring standard operating procedures are maintained. Provides high quality guest service while generating maximum revenue for the department.

WHAT YOU'LL DO:

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

ESSENTIAL SKILLS

Understand the mission, vision and strategic goals of the hotel.

Strong leadership skills and has the ability to apply them.

Establish goals and objectives to improve the department.

Ability to understand Guests' service needs.

Ability to plan, prioritize, organize, maintain concentration, and complete all work assigned.

Ability to focus attention to performance of tasks despite frequent, stressful or unusual interruptions.

Ability to converse calmly with irate Guests', co-workers or supervisors in sometimes tense situations.

Ability to perform job functions with minimal supervision.

Ability to work cohesively with co-workers and other departments as part of a team.

Ability to build morale and spirit.

Ability to adhere to work schedule and arrive on time in a neat and alert condition and adhere to company dress standards.

Ability to follow all appropriate policies and procedures while constantly striving to improve all standards of operation.

Ability to meet or exceed productivity and performance standards and complete tasks as assigned by supervisor or manager.

Ability to take and give direction.

Ability to interact with people including giving and receiving instructions, particularly in resolving complaints and problems.

Ability to follow safety and security procedures and will not pose a direct threat to the health/safety of self or others.

Training

• Ensure all associates are safety conscious and trained in required safe work practices.
• Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each; ensure that all associates are properly trained in these.
• Conduct training for all new employees, and ongoing training of existing employees, including cross training for all positions. Use employee training documentation to record all areas of training completed and turn them into Human Resources to be included in the employee file.
• Facilitate new hire training.
• Facilitate departmental training modules; continually monitor, evaluate, and revise training content to reflect changes in the process; address the needs identified by associates.
• Coordinate monthly/quarterly trainings with HR for brand and customer service training
• Review and coach associates on all phone shops and on-site mystery shops
  ADMINISTRATIVE
  
• Accountable, prepare and control hotel budget for the department.
• Monitor departmental, payroll and supply expenses in accordance with budgetary goals.
• Manage inventory and rates as needed.
• Holds department meetings and attends inter-departmental meetings.
• Conduct inspections of work areas regularly and address items that need attention.
• Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
• Notify management of any pertinent information related to shift activities.
• Determine the requirements for and the follow up on special groups, VIPs, etc.
• Participate in Hotel Manager on Duty Program.

WHAT WE LOOK FOR:

• Bachelor's degree required or equivalent combination of education and experience.
• Minimum 3 years' experience in a hotel front office management role.
• Boutique independent hotel experience preferred.
• Hotel experience with high ratings and exceptional customer service record.
• Fire Safety Director Certificate required

LUMA Hotel Times Square is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need accommodation for any part of the application process because of a medical condition or disability, please call 646-952-6025 or email Zunachy Garcia at zunachy.garcia@lumahotels.com to let us know the nature of your request.