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About the Role
The Front Office Manager is responsible for overseeing Guest Services, Concierge, and Uniformed Services/Transportation. This role ensures attentive, friendly, and efficient guest service, aiming to maximize room revenue and occupancy.
Responsibilities
- Respond to all guest requests, problems, complaints, and/or accidents 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.
- 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 count.
- Monitor selling status of the house daily.
- 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.
- 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.
- 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 and rejected credit cards.
- 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 employees maintain Highgate Hotel S.O.P.'s in its use.
- Ensure staff greet and welcome all guests approaching 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.
- 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 always attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
- Maintain and monitor "Lost and Found" procedures and policies.
- 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 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.
- 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
- Customer Service Skills
- Proficiency in Windows and Microsoft Office
- Effective verbal and written communication
- Active listening
- Multitasking
- Prioritization
- Problem-solving
- Understanding and evaluating complex information
Location
- Midtown Manhattan
Work Type
- Full-time
Experience Level
- 5+ years of progressive experience in a hotel or related field
- 2-year college degree and 3+ years of related experience
- 4-year college degree and 1+ year of related experience
- 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.
- The company has a 30-year track record as an innovator in the hospitality industry.
- Highgate provides expert guidance through all stages of the property cycle.
- The company develops a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts.
- Highgate utilizes industry-leading revenue management tools to drive outperformance and maximize asset value.
- Highgate is a trusted partner for top ownership groups and major hotel brands.