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Front Office Manager Jobs
Company | Highgate |
Address | Los Angeles, CA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Hospitality |
Expires | 2023-05-28 |
Posted at | 1 year ago |
Yearly
- Maintain a warm and friendly demeanor at all times.
- Supervisory experience required.
- Ensure participation within department for monthly Highgate Hotel team meeting.
- Ensure sign off of all Service Standards by Position for Guest Services staff.
- Carry a cell phone at all times.
- Attend all hotel required meetings and trainings.
- Monitor all V.I.P.'s, special guests and requests.
- The ability to demonstrate exceptional Customer Service Skills.
- 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
- Able to work long hours as sometimes required.
- Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s.
- Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
- Follow and enforce all Highgate Hotel credit policies.
- Attend daily and monthly Rooms Merchandizing meetings.
- Ensure that no-show revenue is maximized through consistent and accurate billing.
- Assist in preparation of revenue and occupancy forecasting.
- Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
- Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
- Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
- Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
- Maintain high standards of personal appearance and grooming, which include wearing nametags.
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
- Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Review daily Front Office work and activity reports generated by Night Audit.
- Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
- Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
- Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
- 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 be proficient in Windows and Microsoft Office.
- Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.
- Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
- Ensure correct and accurate cash handling at the Front Desk.
- 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.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Participate in required M.O.D. program as scheduled
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
- Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
- Perform other duties as requested by management.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- 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.
- Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
- Maintain required pars of all front office and stationary supplies.
- Develop employee morale and ensure training of Guest Services personnel.
- Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
- Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
- Participate in M.O.D. coverage as required.
- Must maintain constant communication with Housekeeping, Reservations and the Credit Manager..
- 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 staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
- Must be able to maintain confidentiality of information.
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