Front Office Manager

Assistant Front Office ManagerHighgate 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.ResponsibilitiesEstablish 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. 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. Understand hospitality terms.Assist with check-ins and checkouts; confirm that all SOP's are being followed properly.Train new employees, help to develop and implement training programs.Maintain log of rooms in "out of order" status.Perform Night Audit functions. Able to review all Night Audit related functions and able to 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. 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 department for 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 lo 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.QualificationsAt 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 responsibilitiesMust be proficient in Windows, Company approved spreadsheets and word processing.Opera cloud experience necessaryLong 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 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.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.