Highgate
About 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, Highgate operates a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, utilizing advanced revenue‑management tools to maximize asset value. Location
Formerly the Gansevoort Park Avenue, the 249‑room hotel has been rebranded as the Royalton Park Avenue. Located in Manhattan’s NoMad neighborhood, it features a three‑story atrium lobby, an oversized fireplace, chandelier lighting, and a rooftop pool and bar. Position Summary
The Front Office Manager is responsible for ensuring the efficient operation of Guest Services, Concierge, and Uniformed Services/Transportation in an attentive, friendly, and courteous manner, maximizing room revenue and occupancy while delivering exceptional guest service. Responsibilities
Respond to all guest requests, problems, complaints, and accidents with courtesy and efficiency, following up to ensure satisfaction. Motivate, coach, counsel, and discipline Guest Services personnel per Highgate Hotel SOPs. Maintain constant cell‑phone availability. Conduct Guest Services interviews and hiring procedures according to SOPs. Develop employee morale and provide training for Guest Services staff. Monitor daily room revenue and occupancy, analyzing rate variance and credit reports. Attend daily and monthly Rooms Merchandising meetings. Participate in required M.O.D. programs. Submit reviewed Guest Services staff worked hours for payroll in a timely manner. Prepare employee schedules based on business forecasts, payroll budgets, and productivity requirements. Ensure that no‑show revenue is maximized through accurate billing. Maintain SOPs related to purchase orders, invoice vouchering, and checkbook accounting. Ensure timely completion of Wage Progress, Productivity, and Ten‑Day Forecast per SOPs. Maintain professional relationships and open communication with managers, employees, and other departments. Work with Accounting on follow‑up items such as returned checks, rejected credit cards, and employee discrepancies. Operate all aspects of the Front Office computer system, including software maintenance, report generation, and programming. Ensure proper operation of the PBX console and employee adherence to SOPs. Greet and welcome all guests approaching the Front Desk per SOPs. Implement all Highgate Hotel policies and house rules and understand hospitality terms. Sign off all Service Standards for Guest Services staff. Assist in preparing revenue and occupancy forecasting. Log and deliver all messages, packages, and mail timely and professionally. Maintain constant communication with Housekeeping, Reservations, and the Credit Manager. Coordinate implementation of the Highgate Hotel philosophy of service. Ensure correct cash handling at the Front Desk. Enforce all Highgate Hotel credit policies. Maintain attentive, friendly, helpful, and courteous service to guests, managers, and employees. Maintain Lost and Found procedures and policies per Highgate standards. Establish and maintain key control system. Participate in monthly Highgate Hotel team meetings. Focus the Guest Services Department on contribution to service and audit scores. Monitor VIPs, special guests, and requests. Maintain required supplies for front office and stationary. Review daily Front Office work and activity reports from Night Audit. Review Front Office log book and Guest Request log daily. Qualifications
At least 5 years of progressive experience in a hotel or related field; or 2‑year college degree with 3+ years related experience; or 4‑year degree with 1+ year related experience. Supervisory experience required. Demonstrated exceptional customer‑service skills. Proficient with Windows and Microsoft Office. Able to work long hours when required. Warm and friendly demeanor at all times. Effective verbal and written communication with all employee levels and guests. Strong listening, understanding, and clarification of concerns. Multitasking and prioritization of departmental functions. Approach all encounters with guests and employees in an attentive and service‑oriented manner. Attend all hotel‑required meetings and trainings. Participate in M.O.D. coverage as required. Maintain regular attendance and compliance with Highgate Hotel scheduling standards. Maintain high standards of personal appearance and grooming, including nametags. Comply with Highgate Hotel safety and operational regulations. Maximize productivity, identify problem areas, and implement solutions. Effectively handle problems—anticipate, prevent, identify, and solve as necessary. Understand and evaluate complex information and data to meet objectives. Maintain confidentiality of information. Perform other duties as requested by management. Seniority Level
Mid‑Senior level Employment Type
Full‑time Job Function
Other Industries
Hospitality
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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, Highgate operates a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, utilizing advanced revenue‑management tools to maximize asset value. Location
Formerly the Gansevoort Park Avenue, the 249‑room hotel has been rebranded as the Royalton Park Avenue. Located in Manhattan’s NoMad neighborhood, it features a three‑story atrium lobby, an oversized fireplace, chandelier lighting, and a rooftop pool and bar. Position Summary
The Front Office Manager is responsible for ensuring the efficient operation of Guest Services, Concierge, and Uniformed Services/Transportation in an attentive, friendly, and courteous manner, maximizing room revenue and occupancy while delivering exceptional guest service. Responsibilities
Respond to all guest requests, problems, complaints, and accidents with courtesy and efficiency, following up to ensure satisfaction. Motivate, coach, counsel, and discipline Guest Services personnel per Highgate Hotel SOPs. Maintain constant cell‑phone availability. Conduct Guest Services interviews and hiring procedures according to SOPs. Develop employee morale and provide training for Guest Services staff. Monitor daily room revenue and occupancy, analyzing rate variance and credit reports. Attend daily and monthly Rooms Merchandising meetings. Participate in required M.O.D. programs. Submit reviewed Guest Services staff worked hours for payroll in a timely manner. Prepare employee schedules based on business forecasts, payroll budgets, and productivity requirements. Ensure that no‑show revenue is maximized through accurate billing. Maintain SOPs related to purchase orders, invoice vouchering, and checkbook accounting. Ensure timely completion of Wage Progress, Productivity, and Ten‑Day Forecast per SOPs. Maintain professional relationships and open communication with managers, employees, and other departments. Work with Accounting on follow‑up items such as returned checks, rejected credit cards, and employee discrepancies. Operate all aspects of the Front Office computer system, including software maintenance, report generation, and programming. Ensure proper operation of the PBX console and employee adherence to SOPs. Greet and welcome all guests approaching the Front Desk per SOPs. Implement all Highgate Hotel policies and house rules and understand hospitality terms. Sign off all Service Standards for Guest Services staff. Assist in preparing revenue and occupancy forecasting. Log and deliver all messages, packages, and mail timely and professionally. Maintain constant communication with Housekeeping, Reservations, and the Credit Manager. Coordinate implementation of the Highgate Hotel philosophy of service. Ensure correct cash handling at the Front Desk. Enforce all Highgate Hotel credit policies. Maintain attentive, friendly, helpful, and courteous service to guests, managers, and employees. Maintain Lost and Found procedures and policies per Highgate standards. Establish and maintain key control system. Participate in monthly Highgate Hotel team meetings. Focus the Guest Services Department on contribution to service and audit scores. Monitor VIPs, special guests, and requests. Maintain required supplies for front office and stationary. Review daily Front Office work and activity reports from Night Audit. Review Front Office log book and Guest Request log daily. Qualifications
At least 5 years of progressive experience in a hotel or related field; or 2‑year college degree with 3+ years related experience; or 4‑year degree with 1+ year related experience. Supervisory experience required. Demonstrated exceptional customer‑service skills. Proficient with Windows and Microsoft Office. Able to work long hours when required. Warm and friendly demeanor at all times. Effective verbal and written communication with all employee levels and guests. Strong listening, understanding, and clarification of concerns. Multitasking and prioritization of departmental functions. Approach all encounters with guests and employees in an attentive and service‑oriented manner. Attend all hotel‑required meetings and trainings. Participate in M.O.D. coverage as required. Maintain regular attendance and compliance with Highgate Hotel scheduling standards. Maintain high standards of personal appearance and grooming, including nametags. Comply with Highgate Hotel safety and operational regulations. Maximize productivity, identify problem areas, and implement solutions. Effectively handle problems—anticipate, prevent, identify, and solve as necessary. Understand and evaluate complex information and data to meet objectives. Maintain confidentiality of information. Perform other duties as requested by management. Seniority Level
Mid‑Senior level Employment Type
Full‑time Job Function
Other Industries
Hospitality
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