Front Office Manager

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POST DATE 9/13/2016
END DATE 10/8/2016

AKA Philadelphia, PA

Company
AKA
Job Classification
Full Time
Company Ref #
hc.268546
AJE Ref #
576164780
Location
Philadelphia, PA
Experience
Entry Level (0 - 2 years)
Job Type
Regular

JOB DESCRIPTION

Our sophisticated furnished apartments in Center City Philadelphia provide the ideal solution for travelers seeking short and long term accommodations. AKA Rittenhouse Square is located on the corner of 18th and Walnut Streets, across from the formal entrance of Rittenhouse Square, the jewel of William Penns plan for Philadelphia. The majestic twelve-story historic landmark has been respectfully transformed with stylish contemporary interiors while preserving the buildings magnificent beaux arts façade. AKA Rittenhouse Square is uniquely situated for those planning to enjoy an extended stay in Philadelphia With 78, elegantly-furnished studio, one and two bedroom suites with full kitchens, AKA Rittenhouse Square luxury extended stay provides the ideal environment for short and long term stays. Responsibilities: Oversees Front Office, Reservation, and Door. Communicating role expectations; planning, monitoring, appraising, and reviewing role contributions; enforcing policies and procedures; disciplining Team Members Achieves guest services operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change. Meets financial objectives by yield management; completing forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Maintains resident confidence by maintaining service levels; garnering repeat visits Maintains a safe, secure, and healthy environment by establishing, following, and enforcing standards and procedures; complying with legal regulations. Enhances property reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to role accomplishments. Auditing reservations to ensure all residents requests are in order to their arrival. Maintaining communication with residents (before, during, and after stay at the property) Revising surveys and contacting residents when needed depending on their review regarding the service and product Reviewing shift notes and reaching out to troubled residents to assure that the issues have been resolved Coordinating directly with Sales and Housekeeping for special residents' requests Assisting the Sales Department with Site Inspections when they are not available Scheduling, payroll, hiring and training for the Front Office Team Issuing and keeping records of all keys issued to entire staff using KeyTrac System (includes Front Office, Housekeeping, Engineering, Sales, Marketing and Department Heads) Perform key interrogations when an investigation is needed. Check No Shows daily and investigate the situation by checking with housekeeping and the front desk. Take further action by looking at the Synxis booking and look at flight information. Obtain list of showable units daily from Head of Housekeeping Department Review Arrival report in the morning and communicate necessary resident information to the entire team. Review the Doorman report and address any necessary item with the appropriate parties. Work closely with IT Department when Computer System (OSCAR), ADP or KeyTrac is down. Order and purchase uniforms, name tags, business cards and office supplies for the Front Office. Walk showrooms for the day (potential suite for that night if needed) Walk arrivals for the day and ensure GM note & welcome bag is in place Check previous days arrivals, departures, in-house transfers and billing issues in Oscar Follow up calls on completed work orders and reflect status in TASKS Check for GDS/website/SYnXis reservations and add corporate client if necessary, along with verifying front desk is performing the CALL, CONFIRM and CUSTOMIZE on prior nights bookings. Assign overnight tasks as needed; use TASKS to assign to specific departments Assist with new business development via internet lead searches, business-to-business directories, telemarking Relationship building with new and existing clients Assist Sales Manager with client/resident reservations and preparing Lease files Coordinate with Sales, Operations & Housekeeping for any special resident requests Conduct weekly Competitive Call Arounds and update sheets accordingly Attend networking events as needed and requested Assist in coordinating in-house resident events Become an active member of local Concierge Association(s) Promote the LiveIT program and assist in developing LiveIT partners Engage with residents to help develop additional business and leads for Sales Engage all residents with an upbeat can-do attitude Coordinating Resident Service responsibilities with the team Comfort with providing introductions for new arrivals Attention to detail in maintaining cleanliness throughout public areas and resident suites Provide support/leadership to the Resident Service team Comfort and skillful in training new team members Provide oversight in maintaining the service standards of Resident Services Ability to provide thorough communication with Sales, Housekeeping, Maintenance, and Food and Beverage departments Assist with resident service association duties including: answering phones, making reservations, hailing cabs, providing dining or shopping recommendations, etc. Ability to resolve resident disputed in a professional and courteous manner Provide a thorough and professional introduction to incoming leads via walk-ins, providing property tours and suite introductions when applicable Other duties as assigned.