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Assistant Front Office Manager
Highgate
Assist Front Office Manager in guest service, operations, and revenue tasks.
8d ago
Intermediate (4-7 years), Expert & Leadership (13+ years), Junior (1-3 years), Experienced (8-12 years)
Full Time
Miami Beach, FL
Onsite
Company Size
2,000 Employees
Service Specialisms
Hospitality
Real Estate Investment
Asset Management
Property Development
Hotel Management
Investment Management
Sector Specialisms
No specialisms available
Role
What you would be doing
guest registration
vip services
house bank
guest profiles
reservation management
staff training
- Works closely with Sales and their VIP Clients.
- Attend all hotel required meetings and trainings.
- Attends all mandatory meetings and training classes.
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
- Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
- Resolves guest complaints to the satisfaction of the customer by being guest centric, friendly and caring. Communicates to Management any problems, complaints or unhappy guests.
- Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shifts as well as communicates effectively the policies and procedures to other team members of the hotel.
- Works closely with Sales and Reservations in order to fulfill all special requests for groups, VIP’s, etc.
- Provides all Front Desk Assistant job duties like registering guests into the hotel in a prompt and courteous manner, using up-selling techniques to maximize room rates; preparing for group check-ins and check-outs, and VIP arrivals
- Assists and often leads guest service training initiatives within the front office department
- Maintains a house bank and keeps an accurate report of daily receipts and deposits.
- Maintain a warm and friendly demeanor at all times.
- Maintains a professional image at all times that falls within the hotel and company guidelines for appearance and dress.
- Participate in M.O.D. coverage as required.
- Maintains and updates all guest profiles
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Becomes informed of events/functions in the hotel during shifts.
- Interviews, hire and train guest services agents
- Works with all new hires for FD training.
- Responds quickly to all guest requests in a caring friendly and professional manner, consistently follow up to ensure guest satisfaction that meets and exceed our services standards.
- 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.
- Completes all checklists as assigned.
- Maintains a good relationship with repeat guests and their special requests.
- Promotes hotel services, facilities and outlets, provides the guest with information such as local attractions and directions, using the James Report to increase guest satisfaction.
- Assist daily in the guest reception.
- Responds daily all social media feedback, follow up with guest as well as internally.
- Reviews all daily and future reservations in order to accommodate special requests, makes amenity cards, works closely with IRD and PH to communicate all F&B requests
What you bring
college degree
opera
windows
supervisory experience
reservations
problem solving
- Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
- Has knowledge of the names, titles and positions of key people within the hotel.
- A 4-year college degree and at least 1 year of related experience required.
- Is able to take or assist with reservations.
- Communicates effectively and genuinely with guests, team members and other departments.
- Supervisory experience required. Labor experience and OPERA experiences preferred.
- Demonstrates team work by co-operating and assisting colleagues as needed.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Is intuitive to guest needs, anticipates needs in job performance, being proactive instead of reactive.
- Ability to stand during entire shift.
- Is able to find guest centric solutions
- Has knowledge of the hotel’s surrounding area, such as pharmacies, theaters, Public Transportation, Retail, and Restaurants etc.
- Is able to assist at PBX.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be proficient in Windows, Company approved spreadsheets and word processing.
- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
- Is able to work with and understand basic financial data and information.
- Has knowledge of and assists in all emergency procedures as required.
- Is able to supervise a shift when needed.
- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- 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.
- Maintains a friendly and caring demeanor at all times in a fast paced environment.
- Long hours sometimes required. Two overnight shifts with this position.
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Interview process
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Security clearanceInformation not given or found
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Company
Overview
Founded 1988
Year Established
The company was established in 1988 and has since grown into a global leader in investment and hospitality management.
- Specializes in identifying and unlocking value across the hospitality and real estate sectors.
- Has a strong presence in major markets worldwide, with a diverse portfolio spanning luxury, boutique, and extended-stay properties.
- Expertise includes hotel operations, development, asset management, and investment strategies.
- Approach focuses on strategic acquisitions, partnerships, and repositioning of underperforming assets.
- Notable projects include the management of high-end hotels in prime locations, ranging from urban centers to resort destinations.
- Known for innovative strategies and the ability to transform and enhance real estate properties.
- Continuously leverages market insights and technology to stay at the forefront of the hospitality and real estate industries.
- Commitment to excellence in hospitality
- Innovation through technology and operational efficiency
- Creating memorable guest experiences
- A culture of respect, integrity, and professionalism
- Collaborative team environment
2050
Net Zero Emissions Target
The company aims to achieve net zero carbon emissions by this year, marking a significant milestone in its sustainability journey.
- Commitment to reducing carbon footprint
- Investment in energy-efficient technologies
- Water conservation programs
- Sustainable sourcing and waste reduction efforts
- Focus on creating an inclusive and diverse workforce
- Gender balance initiatives, with a focus on leadership roles
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