Front of House Responsibilities:
- Direct and control the activities of the Guest Experience, Concierge, Bell/Door to ensure adherence to Pendry standards, policies and procedures
- Review and analyze guest engagement scores and trends in Revinate.
- Responsible for profile accuracy with the aim of creating a personalized experience for each of our guests.
- Perform daily stand up and run meetings for Front of House departments. Ensure team are familiar with all guest rooms, dinning, and selling techniques, hotel facilities, services, hours of operation, key personnel, special activities, functions in the hotel and to ensure proper follow up on all special guest requests.
- The incumbent must be an ambassador or our Montage International values and culture. great sense of integrity and conveying to the guest a sense of knowledge and assurance
- Review daily activity, inclusive of but not limited to arrivals, departure, guests in house itineraries and restaurant reservations with the aim of delivering on all guests expectations.
- Ensure all Front of House associates maintain a balanced bank and to reconcile all transactions at the close of their shift and to cash out.
- Review daily activity, inclusive of but not limited to arrivals, departure, guests in house itineraries and restaurant reservations with the aim of delivering on all guests expectations.
- Satisfy all reasonable guests’ services requests with the upmost levels of confidentiality and discretion.
- Responsible for creating an engaging and collaborative culture with our front of house associates.
- Responsible for recruiting and onboarding all new front of house associates.
- Responsible for creating a learning environment and for providing corrective coaching to all front of house associates.
- Review, analyze and take action on all day-to-day Manager Logs and offer same day resolutions.
- Complete all payroll records and ensure payroll accuracy and proper labor management.
- Manage and satisfy front of house supplies and long-term storage.
- Supervises and assists as needed with the answering and directing of phone calls, pages, radio requests and faxes, wake up calls, in an efficient manner.
- Perform tasks for Guest Recognition and ensure proper training and usage throughout each department.
- Nurtures a collaborative and encouraging working environment with all other departments and associates.
Back of House Responsibilities:
- Directly responsible for Housekeeping MOD coverage during Director of Housekeeping absence.
- Manage room inventory, room status and allocate labor to meet all operational needs.
- Ensure the housekeeping associates are performing at optimum levels by ensuring proper credit assignment and by ensuring the proper equipment and supplies are always provided.
- Effectively train all Floor Supervisors on proper Pendry Standards.
- Prepare daily rooms report noting and highlighting any discrepancies imperative for the operation to note.
- Responsible for the cleanliness of the Food and Beverage public area outlets.
- Must identify and report property maintenance conditions and create work orders for all required repairs.
- Responsible for inspecting guest floors daily, inspect suites and, ensure room condition for all arrivals and audit occupied and check-out rooms daily.
- Support the Director of Housekeeping with creating engaging, fair and consistent protocols for the associates.
- Collaborate with the Front of House team to ensure show rooms ready for all site visits.
- Must fully understand room categories, room set ups, design, color schemes and room differentiators.
- Must support the Director of Housekeeping with all associate meetings, training sessions and recognition events.
- The tasks and responsibilities outlined are not all limiting but mere an overview.
Preferred Qualifications and Skills:
- 1+ years of previous Rooms Division management experience is required.
- Experience in a luxury hotel and/or resort required
- Front Office and/or Housekeeping Management experience highly preferred
- Knowledge of Mid Manhattan market is desirable.
- Previous pre-opening experience is desirable.
- Ability to handle computer systems (related to schedule, payroll, purchase, guest lists, guest activities reports etc.)
- Ability to multi-task in a high volume and fast paced environment
- Strong communication and interpersonal skills
The pay scale for this role is between $70,000.00 to $73,000.00. The pay scale is the base salary or hourly wage range, exclusive of incentive pay such as commissions, piece rates, gratuities, and the like, that Montage reasonably expects to pay for the position. Please let us know if you have any questions.
In the United States we are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
