Director of Front Office - Renaissance Hotel

Overview

Oversee Guest Services, Valet, and Front Desk operations, drive revenue & staff development.

Key Responsibilities

• revenue management
• budget preparation
• project coordination
• system operation
• mms monitoring
• expense control

Tasks

-Participate in required M.O.D. program as scheduled. -Monitor oversold dates to ensure the maximization of rooms revenue. -Ensure compliance effective training according to Highgate Hotel standards. -Monitor and support Hyatt programs such as GEM and Gold Passport. -Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees. -Tour rooms operating departments daily, greeting employees and soliciting feedback. -Monitor all V.I.P.'s, special guests and req -Coordinate major projects such as renovations, capital expenditures, equipment change-overs, etc. -Monitor completion of the Service Standards by Position Training Checklists for hourly staff. -Attend all hotel required meetings and trainings. -Be knowledgeable of the current corporate marketing programs and the standards and procedures for each. Ensure that staff is knowledgeable in understanding and implementing corporate programs. -Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met. -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. -Prepare and conduct all front-of-house interviews and follow hiring procedures according to SOP's. Actively support Human Resources with recruiting efforts. Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures. -Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. -Perform performance reviews according to SOP, and ensure that managers are in compliance with the standards in their administration of performance reviews to their employees. -Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service. -Monitor labor expenses through schedule approval process and ensure budgeted productivity. -Motivate, coach, counsel and discipline all assigned personnel according to hotel standards. -Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. -Prepare the Rooms Division annual budget, Communications and Other Income. -Respond to all guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction. -Ensure sign off of all Service Standards by Position competencies for Rooms division managers. -Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments. -Attend daily and monthly meetings. -Conduct weekly meeting, including a monthly financial review. -Participate in M.O.D. coverage as required. -Monitor and ensure compliance with SOP’s. -Prepare department heads for succession through development of their need areas. -Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms. -Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming. -Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. -Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism. -Monitor proper operation Synergy MMS and ensure proper internal and external follow up to requests. -Develop employee morale and ensure training of Rooms Division personnel. -Assist in preparation of revenue and occupancy forecasting.

Requirements

• front office
• 6 years
• windows
• spreadsheets
• problem solving
• multitasking

What You Bring

-Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives. -Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. -Previous Front Office management experience is required. -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 able to multitask and prioritize departmental functions to meet deadlines. -At least 6 years of progressive experience in a hotel or a related field; or a 4-year college degree and at least 2 years of related experience; or a 2-year college degree and 4 or more years of related experience. -Must be proficient in Windows, Company approved spreadsheets and word processing. -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. -Efficiently and professionally communicate with hotel staff. -Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

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About Highgate

-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.

Sector Specialisms