Complex Front Office Manager-EnVue Autograph Collection Hotels / Residence Inn Weehawken, NJ
Complex Front Office Manager-EnVue Autograph Collection Hotels / Residence Inn Weehawken, NJ
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Job Description
Job Title: Complex Front Office Manager
Location: EnVue Autograph Collection Hotels / Residence Inn Weehawken NJ
Department: Front Office
Reports To: Complex General Manager
FLSA Status: Exempt
Position Summary:
The Complex Front Office Manager is responsible for overseeing all front office operations at both the EnVue Autograph Collection and the Residence Inn Weehawken properties. This role ensures the delivery of exceptional guest service efficient check-in and check-out procedures and effective management of unionized front office staff. The manager will be a key leader in upholding brand standards driving guest satisfaction and fostering a positive and collaborative work environment.
Key Responsibilities:
Lead and manage front office operations across both properties including the front desk bell services concierge (if applicable) and night audit.
Ensure high levels of guest satisfaction through proactive service recovery attention to detail and strong team leadership.
Recruit train schedule and develop front office associates in compliance with union contracts and labor regulations.
Manage union relations including adherence to collective bargaining agreements handling grievances and fostering respectful labor-management relations.
Monitor and manage departmental budget labor costs and productivity to achieve financial goals.
Oversee implementation of Marriott and Residence Inn brand standards and service protocols.
Collaborate with housekeeping engineering sales and other departments to ensure seamless guest experiences.
Maintain accurate records of staffing scheduling guest incidents and associate performance.
Respond to guest inquiries and complaints in a timely and professional manner ensuring issues are resolved and documented properly.
Act as Manager on Duty as needed including weekends and holidays.
Support the General Manager in strategic planning and execution of hotel goals.
Qualifications:
Bachelors degree in Hospitality Management or related field preferred.
Minimum of 35 years of progressive front office management experience in a full-service or extended-stay hotel preferably in a unionized environment.
Strong working knowledge of front office systems (e.g. Opera FOSSE MARSHA).
Proven leadership and team-building skills; ability to motivate and develop team members.
Excellent communication problem-solving and guest service skills.
Ability to work flexible schedules including nights weekends and holidays.
Knowledge of labor relations and union contracts strongly preferred.
Physical Requirements:
Ability to stand and move for extended periods.
Occasionally required to lift or move items up to 25 pounds.
Required Experience:
IC
Employment Type
Full-Time
