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Front Desk Manager job

Highgate HotelsChurch Street, NY
Highgate Hotels jobs

Company

Skills

Company Description

Highgate is an industry-leading investor and manager of hospitality assets. With over 25 years of experience and corporate offices in New York, Chicago, London, Dallas and Seattle, Highgate is the dominant hotel player in key gateway markets, such as New York, San Francisco, Boston, Miami, Key West and Waikiki, and an expanding presence in key European markets. We operate 100+ hotels and approximately 30,000 rooms around the world, with a diverse portfolio representing everything from legacy brands to bespoke lifestyle and independent hotels.

Job Description

Highgate Hotels Highgate 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. Highgate also has a key presence in Barcelona. Highgate''s portfolio of global properties represents an aggregate asset value exceeding $10B and generates over $2B 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. Location Located at 27 Grand Street on the corner of Thompson Street, The James New York – SoHo has been named one of ''The Best Hotels in New York City'' by Travel Leisure. The 18-story, 75,800-square-foot boutique property features 114 guest rooms and three F&B outlets including David Burke Kitchen. The property also features an outdoor rooftop swimming pool with views of the Manhattan skyline and Hudson River. Employment Status Full-Time Overview 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. This position must be able to relief two overnight manager shifts on weekly basis. Responsibilities 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. Able to cover relief overnight shift 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. IND1 Qualifications 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. SDL2017

by Jobble

TASKS

  • Greet, register, and assign rooms to guests of hotels or motels.
  • Contact housekeeping or maintenance staff when guests report problems.
  • Issue room keys and escort instructions to bellhops.
  • Make and confirm reservations.

SKILLS

  • Reading ComprehensionUnderstanding written sentences and paragraphs in work related documents.
  • Active ListeningGiving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • WritingCommunicating effectively in writing as appropriate for the needs of the audience.
  • SpeakingTalking to others to convey information effectively.

KNOWLEDGE

  • Administration and ManagementKnowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
  • ClericalKnowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
  • Economics and AccountingKnowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.
  • Sales and MarketingKnowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

Highgate Hotels

Type

Company - Private

Size

10000+ employees

Revenue

$25M to $50M

Location

Irving, TX

Industry

Travel & Tourism

Founded

1988

CEO

Steve Barick

Job Filters

Room AttendantHighgate HotelsChicago, IL
Highgate 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...Read more
Hotel MgrHighgate HotelsNew York, NY
Highgate 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...Read more
Guest Services AgentHighgate HotelsAtlanta, GA
Highgate 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...Read more
Banquet HousepersonHighgate HotelsAtlanta, GA
Highgate 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...Read more
PublicArea AttendantHighgate HotelsMiami Beach, FL
Highgate 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...Read more

Closed Job Filters

Director of Revenue MgmtHighgate HotelsBoston, MA
Highgate 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 NewRead more
Director Business IntelligenceHighgate HotelsBoston, MA
Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in US gateway markets including NewRead more
Asst. Director of FinanceHighgate HotelsBoston, MA
Highgate 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 NewRead more
Director Sales & MarketingHighgate HotelsBoston, MA
Director Sales & Marketing Director Sales & Marketing Requisition ID 2019-8646 Category Sales/Marketing Job Location US-MA-Boston Property Studio Allston Hotel Highgate Hotels Highgate is a premierRead more
Hotel ManagerHighgate HotelsBoston, MA
Highgate 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 NewRead more
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