Asst. Front Office Manager

Overview

Oversee front desk operations, guest services, and revenue optimization.

Key Responsibilities

• reservation management
• check‑in
• upselling
• guest profiles
• social media
• house bank

Tasks

-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. -Attends all mandatory meetings and training classes. -Assists and often leads guest service training initiatives within the front office department -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. -Participate in M.O.D. coverage as required. -Maximize efforts towards productivity, identify problem areas and assist in implementing solutions. -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. -Maintain a warm and friendly demeanor at all times. -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 -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 -Interviews, hire and train guest services agents -Maintain high standards of personal appearance and grooming, which include wearing nametags. -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. -Maintains a good relationship with repeat guests and their special requests. -Completes all checklists as assigned. -Works closely with Sales and their VIP Clients. -Maintains a professional image at all times that falls within the hotel and company guidelines for appearance and dress. -Maintains and updates all guest profiles -Responds daily all social media feedback, follow up with guest as well as internally. -Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. -Assist daily in the guest reception. -Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. -Maintains a house bank and keeps an accurate report of daily receipts and deposits. -Attend all hotel required meetings and trainings. -Becomes informed of events/functions in the hotel during shifts. -Works with all new hires for FD training. -Works closely with Sales and Reservations in order to fulfill all special requests for groups, VIP’s, etc. -Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.

Requirements

• opera
• windows
• supervisory
• college degree
• multitasking
• guest service

What You Bring

-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. -Has knowledge of the hotel’s surrounding area, such as pharmacies, theaters, Public Transportation, Retail, and Restaurants etc. -Supervisory experience required. Labor experience and OPERA experiences preferred. -Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. -Maintains a friendly and caring demeanor at all times in a fast paced environment. -Must be proficient in Windows, Company approved spreadsheets and word processing. -Demonstrates team work by co-operating and assisting colleagues as needed. -Has knowledge of the names, titles and positions of key people within the hotel. -Ability to stand during entire shift. -Must be able to multitask and prioritize departmental functions to meet deadlines. -Is able to assist at PBX. -Is able to find guest centric solutions -Is intuitive to guest needs, anticipates needs in job performance, being proactive instead of reactive. -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 effective at listening to, understanding, and clarifying concerns raised by employees and guests. -Is able to supervise a shift when needed. -Is able to work with and understand basic financial data and information. -Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives. -A 4-year college degree and at least 1 year of related experience required. -Communicates effectively and genuinely with guests, team members and other departments. -Is able to take or assist with reservations. -Has knowledge of and assists in all emergency procedures as required.

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Benefits

-Long hours sometimes required. Two overnight shifts with this position.

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