Highgate Hotels, LP
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.
Location As the largest smoke-free, non-gaming hotel in Las Vegas, the Renaissance Las Vegas Hotel features 548 rooms and offers upscale amenities and dining options. The property is part of Highgate Hotels.
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 SOPs.
Carry a cell phone at all times.
Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel SOPs.
Develop employee morale and ensure training of Guest Services personnel.
Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit reports and maintain close observation of daily house count. Monitor selling status of house daily, e.g., 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 schedules according to business forecast, payroll budget guidelines and productivity requirements.
Ensure that no-show revenue is maximized through consistent and accurate billing.
Maintain SOPs 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 SOPs.
Maintain professional relationships and promote open lines of communication with managers, employees and other departments.
Work closely with Accounting on follow-up items, e.g., 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 SOPs in its use.
Ensure staff greet and welcome all guests approaching the Front Desk in accordance with SOPs.
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.
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 staff are attentive, friendly, helpful and courteous to all guests, managers and other employees at all times.
Maintain and monitor Lost and Found procedures and policies according to Highgate Hotel standards.
Establish and maintain key control system.
Participate in monthly Highgate Hotel team meetings.
Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
Monitor VIPs, 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 daily.
Qualifications
At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree and 3+ years of related experience; or a 4-year college degree and at least 1 year of related experience.
Supervisory experience required.
Exceptional customer service skills.
Proficient in Windows and Microsoft Office.
Able to work long hours as sometimes required.
Warm and friendly demeanor at all times.
Effective verbal and written communication with all levels of employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Attend all hotel required meetings and trainings; participate in M.O.D. coverage as required.
Maintain regular attendance in compliance with Highgate Hotel Standards.
Maintain high standards of personal appearance and grooming, including wearing nametags.
Comply with Highgate Hotel Standards to encourage safe and efficient operations.
Maximize productivity and identify problem areas, assisting in solutions.
Ability to understand and evaluate complex information from various sources.
Maintain confidentiality of information.
Perform other duties as requested by management.
Salary
Range: $55,000.00/yr - 60,000.00/yr.
#J-18808-Ljbffr
Location As the largest smoke-free, non-gaming hotel in Las Vegas, the Renaissance Las Vegas Hotel features 548 rooms and offers upscale amenities and dining options. The property is part of Highgate Hotels.
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 SOPs.
Carry a cell phone at all times.
Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel SOPs.
Develop employee morale and ensure training of Guest Services personnel.
Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit reports and maintain close observation of daily house count. Monitor selling status of house daily, e.g., 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 schedules according to business forecast, payroll budget guidelines and productivity requirements.
Ensure that no-show revenue is maximized through consistent and accurate billing.
Maintain SOPs 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 SOPs.
Maintain professional relationships and promote open lines of communication with managers, employees and other departments.
Work closely with Accounting on follow-up items, e.g., 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 SOPs in its use.
Ensure staff greet and welcome all guests approaching the Front Desk in accordance with SOPs.
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.
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 staff are attentive, friendly, helpful and courteous to all guests, managers and other employees at all times.
Maintain and monitor Lost and Found procedures and policies according to Highgate Hotel standards.
Establish and maintain key control system.
Participate in monthly Highgate Hotel team meetings.
Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
Monitor VIPs, 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 daily.
Qualifications
At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree and 3+ years of related experience; or a 4-year college degree and at least 1 year of related experience.
Supervisory experience required.
Exceptional customer service skills.
Proficient in Windows and Microsoft Office.
Able to work long hours as sometimes required.
Warm and friendly demeanor at all times.
Effective verbal and written communication with all levels of employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Attend all hotel required meetings and trainings; participate in M.O.D. coverage as required.
Maintain regular attendance in compliance with Highgate Hotel Standards.
Maintain high standards of personal appearance and grooming, including wearing nametags.
Comply with Highgate Hotel Standards to encourage safe and efficient operations.
Maximize productivity and identify problem areas, assisting in solutions.
Ability to understand and evaluate complex information from various sources.
Maintain confidentiality of information.
Perform other duties as requested by management.
Salary
Range: $55,000.00/yr - 60,000.00/yr.
#J-18808-Ljbffr