Asst. Front Office Manager

Compensation Type

Yearly

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company with assets under management and a global portfolio of hotels. The company provides guidance through all stages of the property cycle and develops a diverse portfolio of lifestyle hotel brands, legacy brands, and independent properties. Highgate utilizes revenue management tools to drive asset value.

The Assistant Front Office Manager is responsible for ensuring the operation of the Front Office 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.

• Works closely with Sales and Reservations to fulfill special requests for groups, VIPs, etc.
• Assist daily in guest reception.
• Respond to social media feedback daily and follow up with guests and internal teams.
• Communicate effectively and genuinely with guests, team members, and other departments.
• Assist and often lead guest service training initiatives within the front office department.
• Maintain a friendly and caring demeanor in a fast-paced environment.
• Maintain a professional image within hotel and company guidelines for appearance and dress.
• Demonstrate teamwork by cooperating with and assisting colleagues as needed.
• Provide Front Desk Assistant duties such as registering guests promptly, using up-selling techniques to maximize room rates; preparing for group check-ins and check-outs, and VIP arrivals.
• Maintain and update all guest profiles.
• Review daily and future reservations to accommodate special requests; create amenity cards; work with IRD and PH to communicate all F&B requests.
• Work with new hires for Front Desk training.
• Interview, hire and train guest services agents.
• Stay informed of hotel events/functions during shifts.
• Maintain a house bank and accurate daily receipts and deposits.
• Understand basic financial data and information.
• Find guest-centric solutions.
• Promote hotel services, facilities, and outlets; provide guests with information on local attractions and directions.
• Assist with reservations and PBX as needed.
• Resolve guest complaints to the customer's satisfaction; communicate problems or unhappy guests to Management.
• Be intuitive to guest needs and proactive in performance.
• Respond quickly to guest requests in a caring, friendly, and professional manner; follow up to ensure satisfaction.
• Maintain good relationships with repeat guests and accommodate special requests.
• Possess the ability to supervise a shift when needed.
• Work closely with Sales and VIP Clients.
• Review the hotel communication log book each shift and update it for next shifts; communicate policies and procedures to team members.
• Be knowledgeable of emergency procedures as required.
• Attend mandatory meetings and trainings.
• Know the names and roles of key hotel personnel and understand the surrounding area (pharmacies, theaters, public transportation, retail, restaurants).
• Complete all assigned checklists.

• A 4-year college degree and at least 1 year of related experience.
• Supervisory experience required; labor experience and OPERA experience preferred.
• Proficient in Windows, company-approved spreadsheets and word processing.
• Long hours may be required. Two overnight shifts with this position.
• Physical ability to exert up to 20 pounds of force occasionally and up to 10 pounds frequently.
• Ability to stand during the entire shift.
• Warm and friendly demeanor at all times.
• Effective verbal and written communication with all levels of employees and guests.
• Ability to listen, understand, and clarify concerns from employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in a service-oriented manner.
• Attend all required hotel meetings and trainings.
• Participate in Manager on Duty coverage as required.
• Maintain regular attendance in compliance with hotel standards and scheduling needs.
• Maintain high standards of personal appearance and grooming, including nametags.
• Comply with hotel standards and regulations to ensure safe and efficient operations.
• Maximize productivity, identify problem areas and help implement solutions.
• Ability to understand and evaluate complex information from various sources to meet objectives.