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 Front Office Manager is responsible for ensuring the operation of the Guest Services, Concierge and Uniformed Services/Transportation 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.

• Must maintain constant communication with Housekeeping, Reservations and the Credit Manager..
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Participate in M.O.D. coverage as required.
• Ensure sign off of all Service Standards by Position for Guest Services staff.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
• Ensure correct and accurate cash handling at the Front Desk.
• 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 employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Maintain a warm and friendly demeanor at all times.
• Ensure participation within department for monthly Highgate Hotel team meeting.
• Carry a cell phone at all times.
• Review daily Front Office work and activity reports generated by Night Audit.
• Must be proficient in Windows and Microsoft Office.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• The ability to demonstrate exceptional Customer Service Skills.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Establish and maintain key control system.
• Attend all hotel required meetings and trainings.
• Monitor all V.I.P.'s, special guests and requests.
• 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.
• Participate in required M.O.D. program as scheduled
• Attend daily and monthly Rooms Merchandizing meetings.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
• Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'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.
• At least 5 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.
• Able to work long hours as sometimes required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Perform other duties as requested by management.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
• Review Front Office log book and Guest Request log on a daily basis.
• Assist in preparation of revenue and occupancy forecasting.
• Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
• Supervisory experience required.
• Follow and enforce all Highgate Hotel credit policies.
• Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
• Must be able to maintain confidentiality of information.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis
• Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
• Maintain required pars of all front office and stationary supplies.
• Develop employee morale and ensure training of Guest Services personnel.
• Must be able to multitask and prioritize departmental functions to meet deadlines.