Front Office Manager Jobs

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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.

The Manhattan at Times Square is a convenient hotel with best Times Square location directly on Seventh Avenue in the heart of Midtown. This comfortable hotel is walking distance to the best Manhattan has to offer and is only steps from Broadway theaters, Times Square, Central Park, Rockefeller Center, Radio City Music Hall and much more. The Manhattan at Times Square has 659 oversized guestrooms. For guests seeking an upgraded experience, the hotel has unveiled their Executive Class accommodations; located on the 18th floor, these brand-new guestrooms feature ultra-modern amenities, plush bedding and marble baths.

The overnight Manager is responsible for ensuring the operation of the Guest Services in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Establish and maintain key control system.
• Review Front Office log book and Guest Request log on a daily basis.
• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis
• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
• Monitor all V.I.P.'s, special guests and requests.
• Carry a cell phone at all times.
• 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.
• Able to work long hours as sometimes required.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Develop employee morale and ensure training of Guest Services personnel.
• Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Review daily Front Office work and activity reports generated by Night Audit.
• Supervisory experience required.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Must be proficient in Windows and Microsoft Office.
• Attend all hotel required meetings and trainings.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be able to maintain confidentiality of information.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s.
• Follow and enforce all Highgate Hotel credit policies.
• Ensure participation within department for monthly Highgate Hotel team meeting.
• Maintain a warm and friendly demeanor at all times.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Ensure sign off of all Service Standards by Position for Guest Services staff.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Participate in M.O.D. coverage as required.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.s.
• 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.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
• Must maintain constant communication with Housekeeping, Reservations and the Credit Manager..
• Ensure correct and accurate cash handling at the Front Desk.
• Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
• Participate in required M.O.D. program as scheduled
• The ability to demonstrate exceptional Customer Service Skills.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Maintain required pars of all front office and stationary supplies.
• Assist in preparation of revenue and occupancy forecasting.
• Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.
• At least 3 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Attend daily and monthly Rooms Merchandizing meetings.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Perform other duties as requested by management.
• 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.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.

Salary Range ($60K-68K)