Front Office Manager

Overview

Highgate Hotels 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 in the hospitality industry, Highgate provides guidance through all stages of the property cycle and develops a diverse portfolio of lifestyle hotel brands, legacy brands, and independent hotels and resorts.

The company uses revenue management tools to identify and predict market dynamics to drive asset value. The Newbury Boston at One Newbury Street is the setting for this opportunity.

The Front Office Manager is responsible for ensuring the operation of the Front Desk, Uniformed Services and Telephone Communications in an attentive, friendly, efficient and courteous manner, providing 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. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Front Office personnel according to Highgate Hotel SOPs.
• Carry Vocera communication device at all times.
• Prepare and conduct all Front Office interviews and follow hiring procedures according to Highgate Hotel SOPs.
• Develop employee morale and ensure training of Front Office personnel and execution of Forbes standards.
• Maximize room revenue and occupancy by reviewing status daily. 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, close the house as needed, etc.
• Attend daily and monthly Rooms Upselling/Merchandizing meetings.
• Support Highgate core values: passion, innovation, integrity, ownership and community.
• Participate in required M.O.D. program as scheduled.
• Review Front Office 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 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 Highgate Hotel SOPs.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Work closely with Accounting on follow-up items, i.e., rejected credit cards, employee cashiering 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 Highgate Hotel SOPs in its use.
• Ensure staff greet and welcome all guests approaching any member of the Front Office team in accordance with Highgate Hotel SOPs.
• Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
• Create SOPs and revise existing ones as needed.
• Ensure sign off of all Service Standards by Position for Front Office 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.
• Must maintain constant communication with Housekeeping, Reservations and the Credit Manager.
• Operate communication devices efficiently and professionally in communicating with hotel staff. Ensure proper communication etiquette within the department.
• Coordinate all aspects of the ongoing implementation of The Newbury Boston 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…