Front Office Manager

YearlyHighgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, 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.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 scheduledReview Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basisPrepare 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.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 level 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 include 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.We are pleased to offer a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributionsPaid holidaysPaid vacationPaid sick leave (provided in accordance with applicable law)Employee assistance program (EAP)Educational opportunities / Tuition reimbursementPaid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable lawFor Employees Based in Washington: 8 paid holidays per yearUp to 20 days of paid vacation per year, based on classification and length of servicePaid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.For Employees Based in Colorado:8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar yearUp to 20 days of paid vacation per year, based on classification and length of service6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.For Employees Based in California: 8 paid holidays per yearUp to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement (“CBA”). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.This job opening was posted on [insert date] and will remain open for at least 75 days.