Director of Front Office

Compensation Type

Yearly

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 out performance 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.

Location

Perfectly situated on famous Peachtree Street in downtown Atlanta, The Candler Hotel, a member of Curio Collection by Hilton, opens today within the historic Candler Building. The boutique-style hotel is a 17-story high-rise originally built in 1906 by Coca-Cola magnate Asa Griggs Candler as Atlanta's first steel skyscraper and is recognized on the National Register of Historic Places.

After completing an expansive transformation led by award-winning interior designer Nicole Hollis, the building has been re-imagined as a luxurious, one-of-a-kind hospitality destination. Many of the building's original Beaux-Arts architectural details have been preserved including their marbleized lobby and Tiffany windows. The hotel features 265 graciously appointed guestrooms and suites, a library, a gym outfitted by Peloton, and 6,000-sq. ft. of event space.

Additionally, the hotel's historic bank has been transformed into its signature restaurant and bar By George by local celebrity chef Hugh Acheson, a two-time James Beard Foundation Award winner and former contestant on Bravo's Top Chef Masters.

Overview

The Director of Front Office is responsible for ensuring the efficient operation of the guest services departments, including the Front Desk, Door/Valet service in an attentive, friendly and courteous manner; providing all guests with superior quality service while maximizing room revenue and productivity, and developing managers and employees.

Responsibilities

* Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.

* Respond to all guest requests, problems, complaints and/or accidents arising in person 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 assigned personnel according to hotel standards.

* Prepare and conduct all front-of-house interviews and follow hiring procedures according to SOP's. Actively support Human Resources with recruiting efforts. Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures.

* Develop employee morale and ensure training of Front Office personnel.

* Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.

* Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.

* Ensure sign off of all Service Standards by Position competencies for the Front Office leadership team .

* Monitor oversold dates to ensure the maximization of rooms revenue.

* Ensure compliance effective training according to Highgate Hotel standards.

* Attend daily and monthly meetings.

* Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.

* Monitor and ensure compliance with SOP's.

* Conduct weekly meeting, including a monthly guest satisfaction review.

* Complete performance reviews according to SOP.

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