Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.
Location
The Manhattan at Times Square is a convenient hotel with best Times Square location directly on Seventh Avenue in the heart of Midtown. This comfortable hotel is walking distance to the best Manhattan has to offer and is only steps from Broadway theaters, Times Square, Central Park, Rockefeller Center, Radio City Music Hall and much more. The Manhattan at Times Square has 659 oversized guestrooms. For guests seeking an upgraded experience, the hotel has unveiled their Executive Class accommodations; located on the 18th floor, these brand-new guestrooms feature ultra-modern amenities, plush bedding and marble baths.
OverviewThe Front Office Manager is responsible for ensuring the operation of the Guest Services,, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.
Responsibilities 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 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 report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.Attend daily and monthly Rooms Merchandizing meetings.Participate in required M.O.D. program as scheduledReview Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basisPrepare 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 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., 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.Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel 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 staffEnsure 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..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, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.Maintain and monitor "Lost and Found" procedures and policies according to 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 their role in contributing to the Guest Service and audit scores.Monitor all V.I.P.'s, special guests and requests.Maintain required pars of all front office and stationary supplies.Review daily Front Office work and activity reports generated by Night Audit Qualifications At least 3 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.Supervisory experience required.The ability to demonstrate exceptional Customer Service Skills.Must be proficient in Windows and Microsoft Office.Able to work long hours as sometimes required. Maintain a warm and friendly demeanor at all times.Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.Must be able to multitask and prioritize departmental functions to meet deadlines.Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.Attend all hotel required meetings and trainings.Participate in M.O.D. coverage as required.Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.Maintain high standards of personal appearance and grooming, which include wearing nametags.Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.Must be able to maintain confidentiality of information.Perform other duties as requested by management.Salary Range ($65K-$70K)
Highgate Hotels, L.P. is an Equal Opportunity Employer and maintains the policy of recruiting and retaining the best-qualified personnel who demonstrate the ability to perform competently and work well with others. It is the policy of Highgate Hotels to provide equal employment opportunity regardless of race (including traits historically or culturally associated with race, such as hair texture and protective hairstyles), religion (including religious dress and religious grooming), color, age (40 and over), genetic information, disability (mental and physical), medical condition (as defined under state law), national origin (including language use restrictions and possession of a driver’s license issued under section 12801.9 of the California Vehicle Code), ancestry, sex (including gender, gender identity, gender expression), sexual orientation, marital status, familial status, parental status, domestic partner status, citizenship status, pregnancy (including perceived pregnancy, childbirth, lactation, or pregnancy-related conditions), military caregiver status, military status, veteran status, or any other status protected by federal, state, or local law. This policy of nondiscrimination is applied to all aspects of the employment relationship. The Company complies with the Americans with Disabilities Act (ADA) and applicable state and local laws in ensuring equal opportunity and employment for qualified persons with disabilities. We also consider qualified applicants with criminal histories, consistent with legal requirements.
The following link provides more information regarding the Federal laws prohibiting discrimination in employment: EEO is the Law – Notice of Applicant Rights Under the Law.