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About the Role

The Guest Services Manager is responsible for overseeing the Guest Services, Concierge, and Uniformed Services/Transportation departments. This role ensures attentive, friendly, and efficient service for guests before and during their stay, while also maximizing room revenue and occupancy.

Responsibilities

• Respond to guest requests, problems, complaints, and/or accidents in an attentive, courteous, and efficient manner, ensuring guest satisfaction.
• Motivate, coach, counsel, and discipline Guest Services personnel according to Highgate Hotel S.O.P.'s.
• Carry a cell phone at all times.
• Conduct Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily, analyzing rate variance, monitoring credit reports, and observing daily house counts.
• Attend daily and monthly Rooms Merchandizing meetings.
• Participate in the M.O.D. program as scheduled.
• Review Guest Services staff hours for payroll compilation and submit to Accounting.
• Prepare employee schedules according to business forecast, payroll budget guidelines, and productivity requirements.
• Ensure 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.
• Ensure Wage Progress, Productivity, and the Ten Day Forecast are completed on time.
• Maintain a professional working relationship and promote open communication with managers, employees, and other departments.
• Work closely with Accounting on follow-up items such as returned checks and rejected credit cards.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation, and analysis.
• Monitor proper operation of the P.B.X. console and ensure staff adhere to Highgate Hotel S.O.P.'s.
• Ensure staff greet and welcome guests at the Front Desk according to Highgate Hotel S.O.P.'s.
• Ensure implementation of all Highgate Hotel policies and house rules.
• Ensure sign-off of all Service Standards by Position for Guest Services staff.
• Assist in preparation of revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Maintain constant communication with Housekeeping, Reservations, and the Credit Manager.
• Operate radios efficiently and professionally, ensuring proper radio etiquette.
• Coordinate the implementation of the Highgate Hotel philosophy of service.
• Ensure correct and accurate cash handling at the Front Desk.
• Follow and enforce all Highgate Hotel credit policies.
• Ensure staff are attentive, friendly, helpful, and courteous to guests and employees.
• Maintain and monitor "Lost and Found" procedures and policies.
• Establish and maintain key control system.
• Ensure participation in monthly Highgate Hotel team meetings.
• Focus the Guest Services Department on contributing to Guest Service and audit scores.
• Monitor all V.I.P.'s, special guests, and requests.
• Perform other duties as requested by management.

Requirements

• 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.
• Supervisory experience required.
• Must have OPERA CLOUD experience.
• Must be proficient in Windows, company-approved spreadsheets, and word processing.
• Must have a valid driver’s license from the applicable state.
• Long hours sometimes required.
• Light hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner.
• 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.
• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc., from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.

Skills

• OPERA CLOUD
• Windows
• Spreadsheets
• Word processing
• Communication (verbal and written)
• Active listening
• Multitasking
• Prioritization
• Problem-solving
• Data evaluation
• Confidentiality

Location

• New York City, NY

Work Type

• Full-time

Experience Level

• 5+ years progressive experience in a hotel or related field
• 3+ years related experience with a 2-year degree
• 1+ year related experience with a 4-year degree
• Supervisory experience

Education Level

• 2-year college degree
• 4-year college degree

About the Company

• Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.
• With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition.
• Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring 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 of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.