Highgate
Highgate is a global investment and hospitality management firm focused on creating value in real estate.
Manage guest services, concierge & uniformed staff to ensure great experience and boost revenue.
2 days ago
Junior (1-3 years), Intermediate (4-7 years), Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
New York, New York, United States
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
Description
revenue metrics
cash handling
pbx console
key control
staff scheduling
guest service
The Guest Services Manager oversees Guest Services, Concierge and Uniformed Services/Transportation, ensuring attentive, friendly and efficient service throughout the guest stay while maximizing room revenue and occupancy.
The role requires responding to guest requests and complaints, coaching and disciplining staff, managing schedules, handling cash and credit transactions, coordinating with accounting, housekeeping and reservations, and maintaining compliance with Highgate SOPs.
- Respond promptly to guest requests, complaints and incidents, ensuring satisfaction.
- Coach, motivate, discipline, and train Guest Services staff according to SOPs.
- Maintain daily room revenue and occupancy metrics; analyze rate variance and credit reports.
- Conduct hiring interviews and manage staff scheduling based on forecasts and payroll budgets.
- Oversee cash handling, billing, and credit policies at the Front Desk.
- Ensure accurate logging and delivery of messages, packages, and mail.
- Coordinate communication with Housekeeping, Reservations, Accounting and other departments using radios and proper etiquette.
- Monitor and enforce SOPs for PBX console, Lost & Found, key control and service standards.
- Participate in daily and monthly rooms merchandising meetings, MOD coverage and team meetings.
- Maintain high personal appearance standards, attendance and compliance with hotel policies.
Requirements
hotel experience
opera cloud
driver’s license
problem solving
multitasking
customer service
- Minimum 5 years progressive hotel experience (or equivalent education/experience) with supervisory background.
- Proficient in OPERA CLOUD, Windows and Microsoft Office applications.
- Valid driver’s license and ability to lift up to 20 lb occasionally.
- Strong verbal and written communication, active listening and problem‑solving skills.
- Ability to multitask, prioritize and meet deadlines in a fast‑paced environment.
- Commitment to courteous, service‑oriented interactions with guests and staff.
- Consistent attendance, appropriate grooming and nametag usage.
- Ability to handle confidential information and adhere to safety and operational standards.
Benefits
Information not given or found
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
Information not given or found
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.
Culture + Values
- 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
Environment + Sustainability
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
Inclusion & Diversity
- Focus on creating an inclusive and diverse workforce
- Gender balance initiatives, with a focus on leadership roles