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About the Role
The Front Office Manager oversees Guest Services, Concierge, and Uniformed Services/Transportation operations. This role ensures attentive, friendly, and efficient guest service while maximizing room revenue and occupancy.
Responsibilities
- Respond to guest requests, complaints, and accidents in a courteous and efficient manner.
- Motivate, coach, counsel, and discipline Guest Services personnel.
- Carry a cell phone at all times.
- Conduct interviews and follow hiring procedures.
- Develop employee morale and ensure staff training.
- Maximize room revenue and occupancy through daily status reviews and rate variance analysis.
- Attend daily and monthly Rooms Merchandizing meetings.
- Participate in the Manager on Duty (M.O.D.) program.
- Review staff hours for payroll compilation.
- Prepare employee schedules based on business forecasts and budget guidelines.
- Maximize no-show revenue through accurate billing.
- Maintain S.O.P.s regarding purchase orders, invoices, and checkbook accounting.
- Complete Wage Progress, Productivity, and Ten Day Forecast reports.
- Promote open communication with other departments.
- Collaborate with Accounting on follow-up items like returned checks and credit card issues.
- Operate and maintain Front Office computer systems and software.
- Monitor P.B.X. console operations.
- Ensure staff greet guests according to company standards.
- Implement company policies and house rules.
- Ensure sign-off of Service Standards by Position.
- Assist in revenue and occupancy forecasting.
- Manage the delivery of messages, packages, and mail.
- Maintain communication with Housekeeping, Reservations, and the Credit Manager.
- Coordinate the implementation of the company philosophy of service.
- Ensure accurate cash handling at the Front Desk.
- Enforce credit policies.
- Maintain Lost and Found procedures.
- Establish and maintain a key control system.
- Facilitate monthly team meetings.
- Focus the department on guest service and audit scores.
- Monitor V.I.P.s and special guest requests.
- Maintain par levels for office and stationary supplies.
- Review daily activity reports from Night Audit.
- Review Front Office and Guest Request log books daily.
Requirements
- At least 5 years of progressive experience in a hotel or related field, or a 2-year degree with 3+ years experience, or a 4-year degree with 1+ year experience.
- Supervisory experience.
- Proficiency in Windows and Microsoft Office.
- Ability to work long hours as required.
- Maintain a warm and friendly demeanor.
- Effective verbal and written communication skills.
- Ability to listen to and clarify concerns.
- Ability to multitask and prioritize departmental functions.
- Attend all required meetings and trainings.
- Participate in M.O.D. coverage.
- Maintain regular attendance.
- Adhere to high standards of personal appearance and grooming.
- Comply with safety and operational regulations.
- Identify problem areas and implement solutions.
- Ability to evaluate complex information and data.
- Maintain confidentiality of information.
Skills
- Customer service
- Staff management
- Revenue management
- Payroll administration
- Budgeting
- Forecasting
- Cash handling
- Computer systems operation
- Problem-solving
- Communication
Location
- Fisherman's Wharf, San Francisco, California
Work Type
- Full-time
Experience Level
- 5 years of progressive experience
- Supervisory experience
Education Level
- 2-year college degree
- 4-year college degree
Salary/Compensations
- Yearly
About the Company
- Highgate is a leading real estate investment and hospitality management company.
- Manages over $15 billion in assets with a portfolio of over 400 hotels.
- Operates globally across North America, Europe, the Caribbean, and Latin America.
- Hotel Caza is a boutique-style hotel located in Fisherman's Wharf.