Who you will be working with
Highgate is a leading real estate
investment and hospitality management company widely recognized as an innovator
in the industry. Highgate is the dominant player in major U.S. gateway cities
including New York, Boston, Miami, San Francisco and Honolulu, with a growing
Caribbean and Latin America footprint. The hospitality forward company provides
expert guidance through all stages of the property cycle, from planning
and development through recapitalization or disposition. Highgate has a proven
record of developing its diverse portfolio of bespoke lifestyle hotel brands,
legacy brands, and independent hotels and resorts with 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 consisting of some of the most experienced hotel
management leaders, the company is a trusted partner for top ownership groups
and major hotel brands. Highgate maintains corporate offices in New York,
Chicago, Dallas, London, Miami, and Seattle.
www.highgate.com.
What you will
be doing
The Front Office Manager is responsible for ensuring
the operation of the Guest Services, Concierge and Uniformed
Services/Transportation in an attentive, friendly, efficient and courteous
manner, providing all guests with quality service prior to and throughout their
stay, while maximizing room revenue and occupancy.
- Respond to all guests’ 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. 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. Analyze
rate variance, monitor credit report and maintain close observation of daily
house count. Monitor selling status of house daily, i.e. flash report,
allowances, etc. - Attend daily and monthly Rooms
Merchandizing meetings. - Participate in 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 Schedule 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, i.e., returned checks, rejected credit cards, employee
discrepancies, etc. - 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.
- Must 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 department for monthly Highgate Hotel team
meeting. - 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.
The ideal
candidate for this position
This position is at
a location where Hyatt is not the employer. The employer of individuals working
at this hotel may be a third-party management company that is responsible
for all employment benefits and obligations at this location.
