Highgate
Highgate Hotels is a leading real estate investment and hospitality management company with over $15B in assets and a portfolio of more than 400 hotels worldwide.
Location:
Residence Inn West Palm Beach, 2461 MetroCentre Blvd, West Palm Beach, FL 33407.
Overview The Front Office Manager is responsible for ensuring the operation of 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.
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.
Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.s.
Carry a cell phone at all times.
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 reports and maintain close observation of daily house count.
Attend daily and monthly Rooms Merchandising 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 time.
Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements.
Ensure 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 Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.s.
Maintain professional relationships and 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.
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 employees maintain Highgate Hotel S.O.P.s in its use.
Ensure staff greet and welcome all guests approaching the Front Desk according to 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.
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 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 Guest Service and audit scores.
Monitor all V.I.P.s, special guests and requests.
Maintain required parts of all front office and stationery 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.
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.
Ability to work long hours as sometimes required.
Warm and friendly demeanor at all times.
Effective verbal and written communication skills with all levels of employees and guests.
Effective at listening, understanding and clarifying concerns raised by employees and guests.
Ability 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.
High standards of personal appearance and grooming, including 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.
Effective problem handling – anticipating, preventing, identifying and solving problems as necessary.
Understand and evaluate complex information, data, etc., 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 – Hospitality
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Location:
Residence Inn West Palm Beach, 2461 MetroCentre Blvd, West Palm Beach, FL 33407.
Overview The Front Office Manager is responsible for ensuring the operation of 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.
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.
Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.s.
Carry a cell phone at all times.
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 reports and maintain close observation of daily house count.
Attend daily and monthly Rooms Merchandising 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 time.
Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements.
Ensure 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 Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.s.
Maintain professional relationships and 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.
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 employees maintain Highgate Hotel S.O.P.s in its use.
Ensure staff greet and welcome all guests approaching the Front Desk according to 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.
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 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 Guest Service and audit scores.
Monitor all V.I.P.s, special guests and requests.
Maintain required parts of all front office and stationery 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.
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.
Ability to work long hours as sometimes required.
Warm and friendly demeanor at all times.
Effective verbal and written communication skills with all levels of employees and guests.
Effective at listening, understanding and clarifying concerns raised by employees and guests.
Ability 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.
High standards of personal appearance and grooming, including 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.
Effective problem handling – anticipating, preventing, identifying and solving problems as necessary.
Understand and evaluate complex information, data, etc., 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 – Hospitality
#J-18808-Ljbffr