Guest Relations Manager Requisition ID 2024-60004 Category Front Office Operations Job Location US-HI-Wahiawa Property INN at SCHOFIELD BARRACKS Compensation Type Yearly Highgate Hotels

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

 

INN at SCHOFIELD BARRACKS

Overview

The Guest Relation Manager is responsible for handling all aspects of the Front Office & Convenience Store, in an attentive, friendly, efficient, and courteous manner and provide all guests with high quality service in adherence to our brand standards.  This position is also responsible for purchasing, inventory control, payroll processing, project tracking, and communication.

Responsibilities

Fundamental Requirements:

Ensure that daily stand-ups are being held in all departments as appropriate. Work closely with Director of Rooms and Departmental Managers to oversee all operational aspects of the hotel, including third party vendors.Conduct Daily property walks. Partner with other department heads to find efficiencies and ensure operational synergy.Responsible to ensure effective processes and response time of guest interactive tools to include texting, apps, and social media channels. Conduct weekly staff meetings, including weekly training sessions presented by managers and self using the steps to effective training according to Highgate Hotel standards, and the review of previous and future sales and operations efforts.Operate all aspects of the Front Office and Convenience Store computer system, including software maintenance, report generation and analysis, and simple programming.Meet all financial review dates and corporate directed programs in a timely fashion.Participate in preparing the monthly Executive Summary and/or other necessary reports. Ensure PCI compliance in all of your areas. Prepare and execute Capital requests in accordance with the Capital Budget.Process all purchasing for the Convenience Store & Front Office Department, and keep proper records for the finance department. Develop associates for future advancement through competency training and corporate sponsored training programs.Work in conjunction with the Director of Rooms to prepare the Front Office annual budget.Adhere to all Highgate Hotel policies and procedures and train new managers to ensure compliance.Ensure that training in service standards is taking place in each department using the steps to effective training according to Highgate Hotel standards.Assist in creating a positive team-oriented environment which focuses on the guest, through employee development and motivation.Assist in preparing employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.Always carry a cell phone with you, keep it charged and in operational condition based on departmental requirements. Provide support to the Housekeeping Department in the absence of a Housekeeping Leaders. Take an active role in AOS planning, preparation, and subsequent Action Plan execution.Inspect rooms regularly as part of the Room Check Program, monitor VIP requests, preparation Spearhead property survey, social media and online efforts, including but not limited to: guest follow-up, problem resolution, communication of results to all departments. Ensure complete processing of invoices daily by using the A/P process.Ensure that all appropriate information for financial documents is received by the Corporate Office monthly, in compliance with the monthly accounting calendar.Ensure that timekeeping procedures per Highgate SOP are being followed by the department. Ensure the cleanliness and maintenance of the physical property through inspections and preventive maintenance programs with department managers.Ensure that employees are at all times attentive, friendly, courteous and efficient in their interactions with guests, management and all other employees.Prepare and conduct all management interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s. Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures for departmental staff.Motivate, coach, counsel and discipline Front Office all manager and associate personnel according to Highgate Hotel S.O.P.'s and ensure that managers are in compliance to the standards in their administration of counseling and disciplinary steps.Ensure that all employees receive fair and equitable treatment according to Highgate Hotel S.O.P.'s.Meet clients on the property, including meeting contacts and potential clients touring the property, to assist in the sales effort.Be in the public areas during peak times, greeting guests and offering assistance as needed.Ensure monthly credit meetings are conducted and take an active role in the hotel credit and collection policies.Ensure that all scheduled meetings take place on the property.Have knowledge of emergency procedures and assist as needed.  Qualifications

Education & Experience

At least 3 years of progressive experience in a hotel or a related field.Previous supervisory/management experience required.Knowledge of Opera Cloud preferred. Must be proficient in Windows, Company approved spreadsheets and word processing.

Physical requirements

Flexible and long hours sometimes required.Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.Ability to stand during entire shift. 

General Requirements

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 and Lobby Ambassador Program 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 ($49,0000.00 - $52,000.00)

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.