Guest Relation Officers of Hotel

Guest Relations Manager

Front Office Operations

Property: Park Lane

Highgate Hotels
Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. 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. Park Lane New York, situated on Billionaires' Row - home to the world's most coveted addresses on Central Park South - has been completely reimagined as a departure from its neighbors and serves as a unique and inclusive retreat within walking distance of the city's cultural hubs including Lincoln Center, Carnegie Hall, 5th Avenue shopping, and the Museum of Modern Art. The 47-story property features 610 rooms - nearly half of which provide sweeping park-facing views - and 11,000 square feet of reimagined indoor and outdoor event space. A fitness center perched on the fifth floor offers state-of-the-art equipment and its own separate outdoor terrace. The reimagined hotel features three new food & beverage venues throughout the hotel including an 80-seat lobby bar with an outdoor promenade, an intimate restaurant on the hotel's second floor, and CentralPark South's only rooftop lounge atop the hotel. Perched on the 47th floor, the cocktail bar will treat guests to a one-of-a-kind experience against the backdrop of Manhattan's sprawling skyline and park.

Guest Relations 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. Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.Carry a cell phone at all times.

Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.Develop employee morale and ensure training of Guest Services personnel.

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.

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.Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.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.X. console and ensure that employees maintain Highgate Hotel S.Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel 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.

Must maintain constant communication with Housekeeping, Reservations and the Credit Manager.

Operate radios efficiently and professionally in communicating with hotel staff. 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.

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.

Must be proficient in Windows, Company approved spreadsheets and word processing.

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.

Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

Attend all hotel required meetings and trainings.

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.

Must be able to understand and evaluate complex information, data, etc. Perform other duties as requested by management.

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