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About the Role
The Assistant Front Office Manager assists the Front Office Manager with daily front office operations, handles guest complaints, and represents management in the Front Office Manager's absence.
Responsibilities
- Establish and maintain attentive, friendly, courteous, and efficient hospitality at the Front Desk.
- Respond to all guests' requests, problems, complaints, and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous, and efficient manner, and follow up to ensure guest satisfaction.
- Assist with development of employee morale and ensure training of Guest Services personnel.
- Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
- 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.
- 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.
- Assist with check-ins and checkouts; confirm that all SOP’s are being followed properly.
- Train new employees and help to develop and implement training programs.
- Maintain log of rooms in “out of order” status.
- Perform Night Audit functions, review all Night Audit related functions, and produce Night Audit reports.
- Authorize and sign adjustments and paid outs over the limit.
- Oversee discrepancy report and monitor follow-through.
- Work closely with housekeeping regarding daily room status.
- Oversee Bell staff in the absence of a Supervisor if applicable.
- Operate radios efficiently and professionally in communicating with hotel staff and ensure the proper use of radio etiquette within the department.
- Ensure correct and accurate cash handling at the Front Desk.
- Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
- Be aware of all rates, packages, and promotions currently underway.
- 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.
- Ensure participation within the department for the monthly Highgate Hotel Enrichment Committee.
- Ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores.
- Assist with sign off of all Service Standards by Position for Guest Services staff.
- Monitor all V.I.P.'s, special guests, and requests.
- Review Front Office log book and Guest Request log on a daily basis.
- Monitor energy management, PBX, Pay-TV consoles to ensure proper functioning of equipment.
- Block rooms for special groups.
- Participate in Room Inspection programs.
Requirements
- At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree and a minimum of 3 years of progressive experience in a related field; or a 4-year degree and a minimum of 1 year of progressive experience in a related field.
- Previous supervisory responsibilities.
- Must be proficient in Windows, Company approved spreadsheets and word processing.
- Opera cloud experience necessary.
- Long hours sometimes required.
- Must be able to stand during entire shift.
- Sedentary work, exerting up to 20 pounds of force occasionally and/or up to 10 lbs of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- 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.
- 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.
- Perform other duties as requested by management.
Skills
- Windows proficiency
- Spreadsheet proficiency
- Word processing proficiency
- Opera cloud experience
- Communication skills
- Active listening skills
- Multitasking
- Prioritization
- Problem-solving
- Attention to detail
- Guest service orientation
- Radio operation
- Cash handling
Work Type
- Full-time
Experience Level
- Minimum 1 year progressive experience (with 4-year degree)
- Minimum 3 years progressive experience (with 2-year degree)
- Minimum 5 years progressive experience (no degree required)
- Previous supervisory experience
Education Level
- 4-year degree
- 2-year college degree
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term disability insurance
- Long-term disability insurance
- 401(k) Retirement Plan with employer matching contributions
- Paid holidays
- Paid vacation
- Paid sick leave
- Employee assistance program (EAP)
- Educational opportunities / Tuition reimbursement
- Paid jury duty leave
- Paid personal leave
- Paid medical leave
- Paid military leave
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 aggregate 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.