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

As the premier Italian hotel in New York City, The Michelangelo Hotel brings all the boutique amenities and designs of Modern Italian Lifestyle to Times Square - New York City's very own Crossroads of the World. Business travelers and vacationing guests revel in the luxurious comfort of this urban oasis with its refined rooms, opulent suites and smoke-free atmosphere. Welcoming and spacious, the rooms of our boutique hotel are thoughtfully designed to blend sophisticated style, lavish comforts and luxury amenities with the hotel's Neoclassical features to evoke authentic Italian elegance.

The Michelangelo Hotel offers 179 rooms including 52 suites that are among the largest in NYC, a notable rarity among high-end boutique hotels.

Overview

The Director of Front Office is responsible for ensuring the operation of Guest Services, Valet, and Front Desk service in an attentive, friendly, efficient and courteous manner, providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employees. This position will also be a liaison to leased restaurant and retail operations that are based in the hotel.

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 Rooms Division 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 Rooms division managers.

* Monitor completion of the Service Standards by Position Training Checklists for hourly staff.

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

* Tour rooms operating departments daily, greeting employees and soliciting feedback.

* Ensure compliance effective training according to Highgate Hotel standards.

* Attend daily and monthly meetings.

* Monitor and support Hyatt programs such as GEM and Gold Passport.

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

* Monitor and ensure compliance with SOP's.

* Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.

* Coordinate major projects such as renovations, capital expenditures, equipment change-overs, etc.

* Conduct weekly meeting, including a monthly financial review.

* Perform performance reviews according to SOP, and ensure that managers are in compliance with the standards in their administration of performance reviews to their employees.

* Monitor labor expenses through schedule approval process and ensure budgeted productivity.

* Prepare department heads for succession through development of their need areas.

* Prepare the Rooms Division annual budget, Communications and Other Income.

* Participate in required M.O.D. program as scheduled.

* Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.

* Monitor proper operation Synergy MMS and ensure proper internal and external follow up to requests.

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