Highgate Hotels, LP
Director of Front Office
Highgate Hotels 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.
Park Lane New York is situated on Billionaires' Row, home to the world’s most coveted addresses on Central Park South. 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 across the hotel, including an 80-seat lobby bar with an outdoor promenade, an intimate restaurant on the second floor, and a rooftop lounge on the 47th floor with panoramic skyline views.
Overview The Director of Front Office is responsible for ensuring the operation of Guest Services, Valet, 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. This position also liaises with leased restaurant and retail operations based in the hotel.
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 SOPs. Actively support Human Resources with recruiting efforts and ensure managers comply with interview and hiring standards.
Develop employee morale and ensure training of Rooms Division personnel.
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 and understand hospitality terms.
Ensure sign off of all Service Standards by Position competencies for Rooms division managers.
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 and support Hyatt programs such as GEM and Gold Passport.
Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
Monitor and ensure compliance with SOPs.
Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
Coordinate major projects such as renovations, capital expenditures, equipment change-overs, etc.
Conduct weekly meetings, including a monthly financial review.
Perform performance reviews according to SOP, and ensure managers comply with standards in administering performance reviews to 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.
Monitor proper operation Synergy MMS and 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 current corporate marketing programs and the standards and procedures for each; ensure staff understand and implement these programs.
Monitor all VIPs, special guests and related requests.
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 MS Excel and MS Word.
Long hours sometimes required.
Must be able to effectively communicate both verbally and written, with all levels 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.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts toward 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 understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
Must maintain confidentiality of information.
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$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.
Park Lane New York is situated on Billionaires' Row, home to the world’s most coveted addresses on Central Park South. 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 across the hotel, including an 80-seat lobby bar with an outdoor promenade, an intimate restaurant on the second floor, and a rooftop lounge on the 47th floor with panoramic skyline views.
Overview The Director of Front Office is responsible for ensuring the operation of Guest Services, Valet, 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. This position also liaises with leased restaurant and retail operations based in the hotel.
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 SOPs. Actively support Human Resources with recruiting efforts and ensure managers comply with interview and hiring standards.
Develop employee morale and ensure training of Rooms Division personnel.
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 and understand hospitality terms.
Ensure sign off of all Service Standards by Position competencies for Rooms division managers.
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 and support Hyatt programs such as GEM and Gold Passport.
Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
Monitor and ensure compliance with SOPs.
Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
Coordinate major projects such as renovations, capital expenditures, equipment change-overs, etc.
Conduct weekly meetings, including a monthly financial review.
Perform performance reviews according to SOP, and ensure managers comply with standards in administering performance reviews to 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.
Monitor proper operation Synergy MMS and 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 current corporate marketing programs and the standards and procedures for each; ensure staff understand and implement these programs.
Monitor all VIPs, special guests and related requests.
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 MS Excel and MS Word.
Long hours sometimes required.
Must be able to effectively communicate both verbally and written, with all levels 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.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts toward 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 understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
Must maintain confidentiality of information.
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