Director of Front Office
Company: Highgate Hotels L.P.
Location: New York
Posted on: October 10, 2024
Job Description:
Compensation TypeYearlyHighgate HotelsHighgate is a premier real
estate investment and hospitality management company widely
recognized as an innovator in the industry. Highgate is the
dominant player in U.S. gateway markets including New York, Boston,
Miami, San Francisco and Honolulu, with a rapidly expanding
presence in Europe, Latin America, and the Caribbean. Highgate's
portfolio of global properties represents an aggregate asset value
exceeding $20B and generates over $5B in cumulative revenues. The
company provides expert guidance through all stages of the
hospitality property cycle, from planning and development through
recapitalization or disposition. Highgate also has the creativity
and bandwidth to develop bespoke hotel brands and utilizes
industry-leading proprietary revenue management tools that identify
and predict evolving market dynamics to drive out performance and
maximize asset value. With an executive team consisting of some of
the industry's most experienced hotel management leaders, the
company is a trusted partner for top ownership groups and major
hotel brands. Highgate maintains corporate offices in London, New
York, Dallas, and Seattle.LocationThe New Yorker Hotel by Wyndham,
NYOverviewThe Director of Front Office is responsible for ensuring
the operation of Guest Services, Valet, and Front Desk service in
an attentive, friendly, efficient and courteous manner, providing
all guests with quality service while maximizing room revenue and
productivity, and developing managers and employees. This position
will also be a liaison to leased restaurant and retail operations
that are based in the hotel.Responsibilities
- Employees must, at all times, be attentive, friendly, helpful,
and courteous to all guests, managers, and fellow employees.
- 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.
- Motivate, coach, counsel and discipline all assigned personnel
according to hotel standards.
- 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.
- Develop employee morale and ensure training of Rooms Division
personnel.
- Maintain a professional working relationship and promote open
lines of communication with managers, employees and other
departments.
- Ensure implementation of all Highgate Hotel policies and house
rules. Understand hospitality terms.
- Ensure sign off of all Service Standards by Position
competencies for Rooms division managers.
- Monitor completion of the Service Standards by Position
Training Checklists for hourly staff.
- Monitor oversold dates to ensure the maximization of rooms
revenue.
- Tour rooms operating departments daily, greeting employees and
soliciting feedback.
- Ensure compliance effective training according to Highgate
Hotel standards.
- Attend daily and monthly meetings.
- Monitor and support Hyatt programs such as GEM and Gold
Passport.
- Monitor expenses to ensure expense control and maximize profit,
using checkbook accounting as a control mechanism.
- Monitor and ensure compliance with SOP's.
- Conduct walk-throughs of public areas and guestrooms to ensure
that cleanliness and maintenance standards are met.
- Coordinate major projects such as renovations, capital
expenditures, equipment change-overs, etc.
- Conduct weekly meeting, including a monthly financial
review.
- 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.
- Monitor labor expenses through schedule approval process and
ensure budgeted productivity.
- Prepare department heads for succession through development of
their need areas.
- Prepare the Rooms Division annual budget, Communications and
Other Income.
- Participate in required M.O.D. program as scheduled.
- Operate all aspects of the Front Office computer system,
including software maintenance, report generation and analysis, and
simple programming.
- Monitor proper operation Synergy MMS and ensure proper internal
and external follow up to requests.
- Assist in preparation of revenue and occupancy
forecasting.
- Efficiently and professionally communicate with hotel
staff.
- Coordinate all aspects of the ongoing implementation of the
Highgate Hotel philosophy of service.
- 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.
- Monitor all V.I.P.'s, special guests and
requests.Qualifications
- 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.
- Previous Front Office management experience is required.
- Must be proficient in MS Excel and MS Word.
- Long hours sometimes 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 effective at listening to, understanding, and
clarifying concerns raised by employees and guests.
- Must be able to multitask and prioritize departmental functions
to meet deadlines.
- Approach all encounters with guests and employees in an
attentive, friendly, courteous and service-oriented manner.
- Attend all hotel required meetings and trainings.
- Participate in M.O.D. coverage as required.
- 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.
- Comply with Highgate Hotel Standards and regulations to
encourage safe and efficient hotel operations.
- Maximize efforts towards productivity, identify problem areas
and assist in implementing solutions.
- Must be effective in handling problems, including anticipating,
preventing, identifying and solving problems as necessary.
- Must be able to understand and evaluate complex information,
data, etc. from various sources to meet appropriate
objectives.
- Must be able to maintain confidentiality of information.Salary:
100,000K - 110,000K
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Keywords: Highgate Hotels L.P., Bristol , Director of Front Office, Executive , New York, Connecticut
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