Director of Front Office

*Please note this role is for TASK FORCE ONLY - the contract will be several months.

Role: Director of Front Office

Reports to: Director of Operations

Who We Are…

The Ned NoMad is a new members’ club and hotel that opened in the heart of New York in summer 2022. It’s the first international ‘Ned’ site to open following the launch of The Ned London in 2017.

The Property…

Located in The Johnston Building and formerly the NoMad Hotel in Manhattan, the property was built in 1903 as a store and office building. The original architectural features have been honored, with interiors designed by the Soho House Design team.

The Ned NoMad offers a mix of members-only and public spaces, including 167 bedrooms and suites. Ned’s Club will give members access to a rooftop bar and terrace restaurant as well as a first-floor bar, grill, and lounge with live entertainment from The Atrium Stage, seven nights a week. New to the property is Cecconi’s, a modern day classic Italian restaurant.

The Role…

As Director of Front Office, your responsibilities include overseeing and optimizing daily operations at the front desk. You'll manage a team, handle guest interactions, coordinate reservations, and ensure a smooth check-in/check-out process. Additionally, you'll collaborate with other departments to enhance overall customer satisfaction, implement efficient administrative procedures, and contribute to a positive and welcoming atmosphere for clients or guests. Strong leadership, organizational, and guest service skills are crucial for success in this role.

Primary Responsibilities:

• Supervise and lead the Front Office management team by providing guidance, training, and feedback. Support Front Office team to ensure successful management of Concierge, Front Desk, PBX, Guest Services, and Room Service team.
• Foster a positive and collaborative work environment to ensure effective teamwork. Use disciplinary action when as needed.
• Establish training programs to develop staff skills, improve performance and increase retention.
• Oversee guest relations, ensuring a high level of guest satisfaction.
• Address and resolve guest concerns or issues promptly and professionally.
• Develop and implement efficient front office procedures and policies through SOPs.
• Monitor and improve check-in/check-out processes to enhance overall operational efficiency.
• Manage reservations and room assignments, optimizing occupancy and revenue.
• Coordinate with other departments to ensure accurate and timely information flow.
• Maintain effective communication with guests, staff, and other departments.
• Provide clear and concise information regarding hotel services, policies, and events.
• Conduct regular audits to ensure accuracy in billing, reservation systems, and guest records.
• Implement quality control measures to uphold service standards.
• Oversee the use of technology, including property management systems, to streamline operations.
• Stay updated on industry trends and integrate relevant technologies for improved efficiency.
• Assist Director of Operations, Managing Director, and finance department in budget planning and control costs within the front office department.
• Monitor and analyze financial performance against set targets.
• Develop and conduct ongoing training programs for front office staff to enhance their skills and knowledge.
• Identify opportunities for professional development within the team and work cross-functionally with P&D and Operations.
• Collaborate with other departments, such as housekeeping, security, and engineering to ensure seamless operations.
• Develop and implement emergency response procedures to address unforeseen situations.
• Ensure staff are trained and prepared to handle emergencies effectively.
• Initiate and implement marketing and up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
• Run and complete daily reports, analyze data, and make decisions based on data.
• Resolve guest issues and concerns to guest satisfaction.
• Recruit, interview, and train team members.
• Monitor and assess service and satisfaction trends, evaluate, and address issues and make improvements accordingly.
• Drive guest satisfaction scores and implement luxury service standards.

Qualifications:

• Long hours sometimes may be required.
• Light work – Exerting up to 20 pounds of force occasionally, and/or 10 pounds of force constantly to lift, carry, push, pull, or otherwise move objects.
• Must maintain composure and objectivity under pressure.
• Must be effective at handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc. from disparate sources and consider, adjust, or modify to meet the constraints of the need.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.