Highgate Hotels L.P.
Compensation Type Yearly
Take the next step in your career now, scroll down to read the full role description and make your application. Highgate Hotels Highgate 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 asset value exceeding $20B and generates over $5B in revenues. The company provides guidance through all stages of the hospitality property cycle, from planning and development to recapitalization or disposition. Highgate also develops bespoke hotel brands and uses industry-leading proprietary revenue management tools to optimize performance and asset value. The executive team comprises some of the industry’s most experienced hotel management leaders, making Highgate a trusted partner for top ownership groups and major hotel brands. The company maintains offices in London, New York, Dallas, and Seattle. Location Park Lane New York, located on Billionaires’ Row on Central Park South, has been reimagined as a unique and inclusive retreat within walking distance of cultural hubs like Lincoln Center, Carnegie Hall, 5th Avenue, and MoMA. The 47-story hotel features 610 rooms with nearly half offering park-facing views, and 11,000 sq ft of indoor and outdoor event space. Amenities include a fitness center with state-of-the-art equipment and an outdoor terrace, along with three new food & beverage venues, including an 80-seat lobby bar with an outdoor promenade, an intimate restaurant, and Central Park South’s only rooftop lounge on the 47th floor with skyline views. Overview The Director of Front Office ensures the smooth operation of Guest Services, Valet, and Front Desk, providing friendly, efficient, and courteous service to guests, maximizing room revenue, and developing staff. The role also liaises with leased restaurant and retail operations within the hotel. Responsibilities
Maintain attentive, friendly, helpful, and courteous service to guests, managers, and staff. Respond promptly to guest requests, complaints, and incidents, ensuring follow-up for guest satisfaction. Motivate, coach, counsel, and discipline staff per hotel standards. Conduct interviews, support HR recruiting efforts, and ensure compliance with hiring procedures. Develop employee morale and ensure proper training of Rooms Division staff. Promote open communication with managers and employees. Implement hotel policies and house rules, and understand hospitality terminology. Ensure service standards and training are completed by staff. Monitor oversold dates to maximize room revenue. Conduct daily tours of departments, gather employee feedback. Attend daily and monthly meetings, support programs like GEM and Gold Passport. Control expenses and monitor SOP compliance. Perform walk-throughs to maintain cleanliness and maintenance standards. Coordinate renovations, capital projects, and equipment changes. Lead weekly meetings, including financial reviews. Conduct performance reviews and ensure managerial compliance. Manage labor expenses and staff scheduling. Prepare annual budget for Rooms Division and other income. Participate in MOD program as scheduled. Operate and maintain Front Office computer systems and reporting tools. Assist in revenue and occupancy forecasting. Communicate professionally with staff and guests. Implement hotel service philosophy and corporate marketing programs. Monitor VIP guests and special requests. Qualifications
Minimum 6 years of progressive hotel or related experience; or a 4-year degree with 2+ years of experience; or a 2-year degree with 4+ years of experience. Previous Front Office management experience required. Proficiency in MS Excel and Word. Ability to work long hours when needed. Effective verbal and written communication skills. Ability to listen, understand, and clarify concerns. Multitasking and prioritization skills. Attentive, friendly, courteous, and service-oriented demeanor. Attendance at all required meetings and trainings. Participation in MOD coverage as scheduled. High standards of personal appearance and grooming. Compliance with hotel standards and safety regulations. Problem-solving skills and confidentiality awareness.
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Take the next step in your career now, scroll down to read the full role description and make your application. Highgate Hotels Highgate 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 asset value exceeding $20B and generates over $5B in revenues. The company provides guidance through all stages of the hospitality property cycle, from planning and development to recapitalization or disposition. Highgate also develops bespoke hotel brands and uses industry-leading proprietary revenue management tools to optimize performance and asset value. The executive team comprises some of the industry’s most experienced hotel management leaders, making Highgate a trusted partner for top ownership groups and major hotel brands. The company maintains offices in London, New York, Dallas, and Seattle. Location Park Lane New York, located on Billionaires’ Row on Central Park South, has been reimagined as a unique and inclusive retreat within walking distance of cultural hubs like Lincoln Center, Carnegie Hall, 5th Avenue, and MoMA. The 47-story hotel features 610 rooms with nearly half offering park-facing views, and 11,000 sq ft of indoor and outdoor event space. Amenities include a fitness center with state-of-the-art equipment and an outdoor terrace, along with three new food & beverage venues, including an 80-seat lobby bar with an outdoor promenade, an intimate restaurant, and Central Park South’s only rooftop lounge on the 47th floor with skyline views. Overview The Director of Front Office ensures the smooth operation of Guest Services, Valet, and Front Desk, providing friendly, efficient, and courteous service to guests, maximizing room revenue, and developing staff. The role also liaises with leased restaurant and retail operations within the hotel. Responsibilities
Maintain attentive, friendly, helpful, and courteous service to guests, managers, and staff. Respond promptly to guest requests, complaints, and incidents, ensuring follow-up for guest satisfaction. Motivate, coach, counsel, and discipline staff per hotel standards. Conduct interviews, support HR recruiting efforts, and ensure compliance with hiring procedures. Develop employee morale and ensure proper training of Rooms Division staff. Promote open communication with managers and employees. Implement hotel policies and house rules, and understand hospitality terminology. Ensure service standards and training are completed by staff. Monitor oversold dates to maximize room revenue. Conduct daily tours of departments, gather employee feedback. Attend daily and monthly meetings, support programs like GEM and Gold Passport. Control expenses and monitor SOP compliance. Perform walk-throughs to maintain cleanliness and maintenance standards. Coordinate renovations, capital projects, and equipment changes. Lead weekly meetings, including financial reviews. Conduct performance reviews and ensure managerial compliance. Manage labor expenses and staff scheduling. Prepare annual budget for Rooms Division and other income. Participate in MOD program as scheduled. Operate and maintain Front Office computer systems and reporting tools. Assist in revenue and occupancy forecasting. Communicate professionally with staff and guests. Implement hotel service philosophy and corporate marketing programs. Monitor VIP guests and special requests. Qualifications
Minimum 6 years of progressive hotel or related experience; or a 4-year degree with 2+ years of experience; or a 2-year degree with 4+ years of experience. Previous Front Office management experience required. Proficiency in MS Excel and Word. Ability to work long hours when needed. Effective verbal and written communication skills. Ability to listen, understand, and clarify concerns. Multitasking and prioritization skills. Attentive, friendly, courteous, and service-oriented demeanor. Attendance at all required meetings and trainings. Participation in MOD coverage as scheduled. High standards of personal appearance and grooming. Compliance with hotel standards and safety regulations. Problem-solving skills and confidentiality awareness.
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