Director of Guest Services

Compensation Type

Highgate Hotels

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. 

Location

Designed by Hyman Isaac Feldman, The Gallivant Times Square was completed in 1928 and opened originally as the Hotel President. While the hotel has gone through transformations over the years, it is now an independent property dedicated to those looking to embrace the spirit of discovery at one of the best Midtown West Manhattan hotels.

Midtown West

Midtown Manhattan’s west side comprises some of the most illustrious NYC neighborhoods for visitors to explore, including the trendy and artistic area of Chelsea.

Hell’s Kitchen

Located on the west side of Manhattan and bordering the Hudson River, Hell’s Kitchen is known for its unique collection of authentic restaurants, delis, bars, and bodegas.

Little Brazil

Found between Fifth and Sixth Avenues in Manhattan, Little Brazil is known for its Brazilian restaurants and annual Brazilian Day street celebration, featuring live music and other festivities.

Garment District

The Garment District is named for its dense concentration of fashion-related businesses and shops, including the Fashion Walk of Fame and designer stores like Gucci and Louis Vuitton.

Overview

The Director of Front Office is responsible for ensuring the operation of Guest Services, Bell Attendants and Front Desk service in an attentive, friendly, efficient and courteous manner, providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employees.

Responsibilities

• Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Respond to all guest requests, problems, complaints and/or accidents arising in person 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 assigned personnel according to hotel standards.
• Prepare and conduct all front-of-house interviews and follow hiring procedures according to SOP's. Actively support Human Resources with recruiting efforts. Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures.
• Develop employee morale and ensure training.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
• Monitor completion of the Service Standards by Position Training
• Checklists for hourly staff.
• Monitor oversold dates to ensure the maximization of rooms revenue.
• Tour rooms operating departments daily, greeting employees and soliciting feedback.
• Ensure compliance effective training according to Highgate Hotel standards.
• Attend daily and monthly meetings.
• Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
• Monitor and ensure compliance with SOP’s.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Conduct weekly meeting, including a monthly financial review.
• Perform performance reviews according to SOP, and ensure that managers are in compliance with the standards in their administration of performance reviews to their employees.
• Monitor labor expenses through schedule approval process and ensure budgeted productivity.
• Prepare department heads for succession through development of their need areas.
• Prepare the Rooms Division annual budget, Communications and Other Income.
• Participate in required M.O.D. program as scheduled.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Ensure proper internal and external follow up to requests.
• Assist in preparation of revenue and occupancy forecasting.
• Efficiently and professionally communicate with hotel staff.
• Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
• Be knowledgeable of the current corporate marketing programs and the standards and procedures for each. Ensure that staff is knowledgeable in understanding and implementing corporate programs.
• Monitor all V.I.P.'s, special guests and req

Qualifications

• At least 6 years of progressive experience in a hotel or a related field; or a 4-year college degree and at least 2 years of related experience; or a 2-year college degree and 4 or more years of related experience.
• Previous Front Office management experience is required.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Long hours sometimes required.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds 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.
• 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. 
• 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