Director of Overnight Operations

Highgate Hotels•New York, NY

10h

About The Position

The job title is Director of Overnight Operations, but the description itself identifies the position as Front Office Manager. The role is responsible for the operation of Guest Services, Concierge, and Uniformed Services/Transportation, delivering attentive, friendly, efficient, and courteous service before and throughout each guest’s stay while maximizing room revenue and occupancy. The position supervises and develops Guest Services employees, oversees Front Office operations and systems, and coordinates with other hotel departments to maintain service standards and efficient hotel operations. The role also manages guest concerns and requests, staffing and payroll-related processes, revenue and occupancy monitoring, cash and credit policies, front-office records and supplies, and the daily review of reports and logs. It participates in hotel meetings, training, and Manager on Duty coverage as required. Full-time associates are offered a benefits package that includes insurance coverage, retirement matching, paid leave, and educational opportunities, subject to applicable terms and location-specific provisions.

Requirements

At least 5 years of progressive experience in a hotel or related field; alternatively, a 2-year college degree and 3 or more years of related experience, or a 4-year college degree and at least 1 year of related experience.
Supervisory experience required.
Exceptional customer service skills.
Proficiency in Windows and Microsoft Office.
Ability to work long hours when required.
Warm and friendly demeanor.
Effective verbal and written communication with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to understand and evaluate complex information and data from various sources.
Ability to maintain confidentiality.
Ability to maintain regular attendance in accordance with hotel standards and scheduling needs.

Responsibilities

Respond attentively, courteously, and efficiently to guest requests, problems, complaints, and accidents, and follow up to ensure guest satisfaction.
Motivate, coach, counsel, discipline, interview, and hire Guest Services personnel in accordance with Highgate Hotel S.O.P.'s and hiring procedures.
Develop employee morale and ensure Guest Services personnel are trained; ensure staff sign off on Service Standards by Position.
Carry a cell phone at all times.
Maximize room revenue and occupancy by reviewing daily status, rate variances, credit reports, house count, and selling status; attend daily and monthly Rooms Merchandizing meetings.
Participate in the required M.O.D. program and provide M.O.D. coverage as required.
Review Guest Services staff hours for payroll and submit them to Accounting on time; prepare employee schedules according to forecasts, payroll budgets, and productivity requirements.
Maximize no-show revenue through consistent and accurate billing.
Maintain S.O.P.'s for purchase orders, invoice vouchering, checkbook accounting, Wage Progress, Productivity, and the Ten Day Forecast.
Maintain professional working relationships and open communication with managers, employees, and other departments; work with Accounting on returned checks, rejected credit cards, and employee discrepancies.
Operate 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 employees follow S.O.P.'s in its use.
Ensure Front Desk staff greet and welcome guests in accordance with S.O.P.'s; implement Highgate Hotel policies and house rules and coordinate ongoing implementation of the service philosophy.
Assist with revenue and occupancy forecasting.
Ensure messages, packages, and mail are logged and delivered in a timely and professional manner; maintain communication with Housekeeping, Reservations, and the Credit Manager.
Ensure accurate Front Desk cash handling and enforce hotel credit policies.
Ensure employees are attentive, friendly, helpful, and courteous to guests, managers, and coworkers.
Maintain and monitor Lost and Found procedures and policies, establish and maintain key control, and ensure departmental participation in monthly team meetings.
Focus Guest Services on its contribution to guest service and audit scores; monitor V.I.P.s, special guests, and requests.
Maintain required pars of Front Office and stationery supplies.
Review daily Front Office work and activity reports generated by Night Audit, as well as the Front Office log book and Guest Request log.
Attend required hotel meetings and trainings; maintain regular attendance, grooming, and nametag standards; comply with hotel standards and regulations for safe and efficient operations.
Maximize productivity, identify problem areas, assist with solutions, anticipate and resolve problems, maintain confidentiality, and perform other duties requested by management.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) Retirement Plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program (EAP)
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law
Location-specific paid holiday, vacation, and sick-leave provisions for employees based in Washington, Colorado, and California