Front Desk Manager

Front Desk Manager

Location:

Denver, Colorado (US-CO-Denver)

Compensation: $58,000.00 - $60,000.00 per year

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 quality service to guests and maximizing room revenue and occupancy.

• Respond to all guests' requests, problems, complaints and accidents presented at the Front Desk or through reservations, comment cards, letters or phone calls in an attentive, courteous and efficient manner; follow‑up to ensure guest satisfaction.
• 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; monitor selling status of house daily: flash report, allowances, etc.
• Attend daily and monthly Rooms Merchandizing 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 and productivity requirements.
• Ensure that 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 that Wage Progress, Productivity and the Ten Day Forecast are completed on time according to Highgate Hotel S.O.P.s.
• 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: returned checks, rejected credit cards, employee 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 employees maintain Highgate Hotel S.O.P.s in its use.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.s.
• 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 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 always attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Maintain and monitor "Lost and Found" procedures and policies per 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 its role in contributing to the Guest Service and audit scores.
• Monitor all V.I.P.s, special guests and requests.
• Maintain required supplies for front office and stationary.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office log book and Guest Request log daily.

• At least 5 years of progressive experience in a hotel or related field; or a 2‑year college degree and 3+ years related experience; or a 4‑year college degree and at least 1 year related experience.
• Supervisory experience required.
• Exceptional customer service skills.
• Proficient in Windows and Microsoft Office.
• Ability to work long hours as occasionally required.
• Warm and friendly demeanor at all times.
• Effective verbal and written…