Proactively supports and represents the Executive Office and senior leadership in a flexible, professional and courteous manner and provides exceptional service to guests and clients. Collaborates with departments throughout the hotel to support operations and ensure the highest levels of hospitality and service are provided. Represents property leadership in resolving any guest related situation and tracks and responds to service issues.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Provide inspirational leadership to enliven the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars.
Monitor guest feedback and performance data to optimize guest engagement and retention and take appropriate corrective action.
Utilize interpersonal and communication skills to lead, influence and encourage others; advocate sound financial/business decision making; demonstrate honesty/integrity; leads by example.
Encourage and build mutual trust, respect and cooperation among team members.
Serve as a role model to demonstrate appropriate behaviors.
Celebrate successes and publically recognize the contributions of team members.
Develop specific goals and plans to prioritize, organize and accomplish your work.
Maintain a strong working relationship with all departments to support property operations and goals and expedite the resolution of any problems that may arise through the general operation of the property.
Provide services that are above and beyond for guest engagement and retention.
Improve service by communicating and assisting individuals to understand guest needs, provide guidance, feedback and individual coaching when needed.
Serve as a leader in displaying outstanding hospitality skills.
Serve as property point person for guest relations, responding to guests’ requests and special needs and coordinating arrangements for special attention guests.
Respond to and handle guest problems and complaints.
Respond to all Social Media posts (i.e. TripAdvisor, Booking.com, etc) and Unifocus guest reviews.
Analyze information and evaluate results to choose the best solution and solve problems.
Inform and/or update property leadership and peers on relevant information in a timely manner.
Provide clerical and administrative support to the General Manager and senior leadership team including filing, sending emails, answering telephones, faxing, word processing, photocopying, mail distribution, and scheduling.
Provide support and assistance to the People Operations team including recruitment, interviewing candidates, planning and executing employee relations and volunteering events.
Answer the telephone and respond to caller inquiries. Direct requests appropriately and accurately record and distribute messages in a timely manner.
Answer guest questions about the property, facilities and services (i.e. hours of operation, rates, room types, packages, promotions, entertainment, restaurants, special events).
Serve as the point of contact for guests and communicate with them by phone and email to respond to questions and requests.
Enter data into computer programs and databases, produce correspondence, forms, memoranda, presentations, reports and other documents.
Handle individual reservations as required for guests. Ensure that all arrangements are handled properly and coordinate with other departments.
Maintain office supply inventories and coordinate maintenance of office equipment.
Cultivate open, collaborative, and mutually supportive relationships with and among guests, the community, the department and hotel staff.
Promote awareness of the 1 Hotels brand internally and externally.
Perform any special projects or duties assigned by supervisors.
REPORTING RELATIONSHIPS
Reports to the General Manager of 1 Hotel Brooklyn Bridge.
QUALIFICATIONS & SKILLS
REQUIRED:
A post-secondary diploma or degree in a field of study related to this profession; 4 years of experience in a comparable position and/or an equivalent combination of education and experience.
Strong administrative, organization, and technical skills.
Must be detail oriented and accurate
Ability to manage multiple priorities, goal oriented and must meet deadlines.
Strong interpersonal skills and guest service oriented with a sincere, friendly and helpful personality.
Willing to “pitch-in” and assist colleagues with their job duties and be a team player.
Professional & appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture.
Excellent verbal and written communication skills.
Flexibility to meet the demands of a 24-hour operation and work a varying schedule to reflect business needs of the hotel.
Technically savvy and proficient with MS Office Applications, specifically Outlook, Word, Excel and PowerPoint.
PREFERRED:
Prior experience in a quality luxury hotel or similar industry.
Knowledge of hotel structure and interaction between departments.
Prior experience with HMS
How to Apply
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Company Profile | Process Details : Welcome to your Central Park retreat; a natural refuge in the middle of Manhattan. Relax in comfort, surrounded by living green plants and thoughtful touches of nature.
SLEEP
Thoughtful touches bring nature into your space with reclaimed woods, treetop views, custom hemp-blend mattress by Keetsa and 100% organic cotton sheets.
TASTE
Farm-to-fork and handcrafted for you by critically-acclaimed Chef Jonathan Waxman. Chef Waxman brings the California cuisine movement to New York, at Jams and all of the hotel's food offerings.
