Guest Services Mgr Overnight

Guest Services Mgr Overnight role at Highgate

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:

The New Yorker Hotel continues to thrive, attracting visitors from all over the world, including those right here in NYC. With the Jacob Javits Convention Center and Hudson Yards just minutes away, and the revitalized West Side of Manhattan becoming increasingly desirable, we’re confident that our hotel will enjoy continued success well into the future. And we invite you to experience it with us!

The Guest Services Manager is responsible for ensuring the operation of the Guest Services, Concierge and Uniformed Services/Transportation in an attentive, friendly, efficient and courteous manner, providing all 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 and 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, analyzing rate variance, monitoring credit report and maintaining close observation of daily house count and selling status (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 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 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 a timely basis according to 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 that employees maintain S.O.P.’s in its use.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with S.O.P.’s.
• Ensure 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…