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About the Role

The Front Office Manager is responsible for overseeing Guest Services, Concierge, and Uniformed Services/Transportation to ensure attentive, friendly, efficient, and courteous guest service. This role aims to maximize room revenue and occupancy by providing quality service before and during guest stays.

Responsibilities

• Respond to all guest 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, and follow up to ensure guest satisfaction.
• Motivate, coach, counsel, and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s.
• Carry a cell phone at all times.
• Prepare and conduct all 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 maintaining close observation of daily house count.
• Monitor selling status of the house daily, including flash reports and allowances.
• Attend daily and monthly Rooms Merchandizing meetings.
• Participate in the required M.O.D. program as scheduled.
• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Prepare employee schedules according to business forecast, payroll budget guidelines, and productivity requirements.
• 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.
• Ensure that Wage Progress, Productivity, and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.
• Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
• Work closely with Accounting on follow-up items, such as returned checks, rejected credit cards, and employee discrepancies.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
• Ensure implementation of all Highgate Hotel policies and house rules.
• Understand hospitality terms.
• 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.
• Coordinate all aspects of the ongoing 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 that employees are, at all times, attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
• Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
• Establish and maintain key control system.
• Ensure participation within the department for monthly Highgate Hotel team meetings.
• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
• Monitor all V.I.P.'s, special guests, and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office log book and Guest Request log on a daily basis.
• 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.
• The ability to demonstrate exceptional Customer Service Skills.
• Must be proficient in Windows and Microsoft Office.
• Able to work long hours as sometimes required.
• 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, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes 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

• Customer Service Skills
• Windows Proficiency
• Microsoft Office Proficiency
• Verbal Communication
• Written Communication
• Active Listening
• Multitasking
• Prioritization
• Problem Solving
• Data Evaluation
• Confidentiality Management

Experience Level

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

Education Level

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

About the Company

• Highgate is a premier real estate investment and hospitality management company recognized as an innovator.
• Highgate is a dominant player in U.S. gateway markets and has a rapidly expanding presence in Europe, Latin America, and the Caribbean.
• Highgate's portfolio exceeds $20B in asset value and generates over $5B in cumulative revenues.
• The company provides expert guidance through all stages of the hospitality property cycle.
• Highgate develops bespoke hotel brands and utilizes industry-leading proprietary revenue management tools.
• The company is a trusted partner for top ownership groups and major hotel brands.
• Highgate maintains corporate offices in London, New York, Dallas, and Seattle.