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About the Role
The Front Office Manager is responsible for ensuring the Guest Services Department operates attentively, friendly, efficiently, and courteously, providing guests with quality service before and during their stay while maximizing room revenue and occupancy. The department includes associates represented by HERE Local 2 and Teamsters 856, making union knowledge desired.
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 and be available as needed.
- 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 Ops, Resume, Safety, and department meetings as directed.
- 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.
- Ensure that no-show revenue is maximized through consistent and accurate billing.
- Maintain a professional working relationship and promote open lines of communication with managers, associates, 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 the 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 Sales.
- Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
- 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.
- 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
- Union knowledge desired
- Customer Service Skills
- Proficient in Windows and Microsoft Office
- Effective verbal and written communication
- Effective listening, understanding, and clarifying skills
- Multitasking and prioritization
- Problem-solving
- Evaluating complex information
Location
- San Francisco, CA
Work Type
- Full-time
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 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.
- www.highgate.com