Overnight Front Office Manager Job at Highgate Hotels in New York

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, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. Hilton Garden Inn New York Times Square Central is a brand new hotel ideally located on famous 42nd Street, steps from Broadway theaters, Restaurant Row & more. The hotel offers 282 brand-new guestrooms with king or two queen beds plus modern in-room amenities. 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. 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.. * 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. * 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. At least 5 years of progressive experience in a hotel or a related field; The ability to demonstrate exceptional Customer Service Skills. * Must be proficient in Windows and Microsoft Office. * 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.