Front Office Manager Jobs

Hourly

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.

Hilton Garden Inn Key West / The Keys Collection is a brand new hotel that debuted in Key West, the southernmost city in the continental USA, in April 2016. This upscale hotel is set at the entry point of Key West on North Roosevelt Boulevard and is convenient to the island's best attractions such as Old Town, Mallory Square, Smathers Beach and the Hemingway House. The hotel is also close to Duval Street, the center of the action, where Key West's best restaurants, bars, nightlife and shopping reside. Boasting 141 brand new guest rooms, the hotel's facilities include a restaurant, indoor and outdoor bars, pool and Concierge desk, plus an abundance of complimentary amenities.

At Highgate, we offer excellent benefits to our Associates - Medical, Dental, Vision, Paid time off, Vacation, 8 Paid Holidays per year. Come join our Team at the Keys Collection!

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.

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