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Front Office Manager

Highgate

Highgate is a global investment and hospitality management firm focused on creating value in real estate.

Manage front office, concierge, and services to ensure guest satisfaction and maximize revenue.

2d ago

Junior (1-3 years), Experienced (8-12 years), Expert & Leadership (13+ years), Intermediate (4-7 years)

Full Time

Boston, MA

Office Full-Time

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

system ops

cash handling

revenue forecast

key control

lost found

radio ops

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.
Attend all hotel required meetings and trainings.
Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
Ensure sign off of all Service Standards by Position for Guest Services staff.
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.
Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s.
Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
Maintain a warm and friendly demeanor at all times.
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
Participate in M.O.D. coverage as required.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Ensure that no-show revenue is maximized through consistent and accurate billing.
Must maintain constant communication with Housekeeping, Reservations and the Credit Manager.
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.
Participate in required M.O.D. program as scheduled.
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.
Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Attend daily and monthly Rooms Merchandizing meetings.
Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
Ensure correct and accurate cash handling at the Front Desk.
Develop employee morale and ensure training of Guest Services personnel.
Maintain high standards of personal appearance and grooming, which include wearing nametags.
Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.
Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
Carry a cell phone at all times.
Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
Establish and maintain key control system.
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.
Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
Monitor all V.I.P.'s, special guests and requests.
Assist in preparation of revenue and occupancy forecasting.
Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
Ensure participation within department for monthly Highgate Hotel team meeting.
Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.

What you bring

windows

spreadsheets

driver's license

supervisory