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Front Desk Manager Jobs

Company

Millennium Biltmore Los Angeles

Address , Los Angeles, 90071, Ca
Employment type FULL_TIME
Salary $64,480 - $67,000 a year
Expires 2023-07-16
Posted at 10 months ago
Job Description
Compensation Type: Yearly Highgate Hotels:
Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.
Location:
Overview:
The Front Office Manager is responsible for overseeing Front Office, PBX, Bell, Door, Concierge, and Reservations. Act as Manager on Duty. The role is key for maximizing guest satisfaction and for the strategic development of the property. This is a leadership role that requires people managment skills, excellent attention to detail and ability to execute and follow through on projects.
Responsibilities:
  • Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
  • Assist in preparation of revenue and occupancy forecasting.
  • Develop employee morale and ensure training of Guest Services personnel.
  • Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
  • Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
  • Establish and maintain key control system.
  • Attend daily and monthly Rooms Merchandizing meetings.
  • Participate in required M.O.D. program as scheduled
  • Ensure sign off of all Service Standards by Position for Guest Services staff.
  • Must maintain constant communication with Housekeeping, Reservations and the Credit Manager..
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
  • Review daily Front Office work and activity reports generated by Night Audit.
  • Ensure correct and accurate cash handling at the Front Desk.
  • Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
  • Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis
  • Review Front Office log book and Guest Request log on a daily basis.
  • Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
  • Carry a cell phone at all times.
  • Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
  • Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
  • Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
  • Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
  • Ensure participation within department for monthly Highgate Hotel team meeting.
  • Follow and enforce all Highgate Hotel credit policies.
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  • Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
  • Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
  • Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.
  • Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
  • Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s.
  • Monitor all V.I.P.'s, special guests and requests.
  • Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Maintain required pars of all front office and stationary supplies.

Qualifications:
  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
  • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
  • Must have Opera experience
  • At least 3 years of progessive experience in a hotel or related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at leat 1 year of related experience.
  • Must be proficient in Windows and Microsoft Office.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Maintain a warm and friendly demeanor at all times.
  • Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
  • Attend all hotel required meetings and trainings.
  • Able to work long hours as sometimes required.
  • Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
  • Maintain high standards of personal appearance and grooming, which include wearing nametags.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Perform other duties as requested by management.
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
  • Expected to cover Night manager shifts
  • Must be able to maintain confidentiality of information.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
  • The ability to demonstrate exceptional Customer Service Skills.


Salary Range: $64,480 to $67,000 Yr.