Front Office Manager

Highgate Hotels•Miami Beach, FL

12d

About The Position

The Front Office Manager oversees Guest Services, Concierge, and Uniformed Services/Transportation, ensuring attentive, friendly, efficient, and courteous service before and throughout each guest’s stay while maximizing room revenue and occupancy. The role manages front desk operations, guest concerns, staff hiring, coaching, training, scheduling, payroll review, service standards, cash handling, and compliance with Highgate Hotel policies and procedures. The manager also coordinates with other hotel departments, monitors guest-service performance, supports revenue and occupancy forecasting, and participates in management-on-duty coverage as scheduled.

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 handle problems by anticipating, preventing, identifying, and resolving them.
Ability to understand and evaluate complex information and data from various sources to meet objectives.
Ability to maintain confidentiality.
Ability to maintain regular attendance according to scheduling and hotel needs.

Responsibilities

Respond attentively and efficiently to guest requests, problems, complaints, and accidents received at the Front Desk or through other channels, and follow up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline Guest Services personnel in accordance with Highgate Hotel S.O.P.'s.
Carry a cell phone at all times.
Conduct Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
Develop employee morale and ensure Guest Services personnel are trained.
Maximize room revenue and occupancy by reviewing daily status, analyzing rate variance, monitoring credit reports and house count, and monitoring selling status.
Attend daily and monthly Rooms Merchandizing meetings and participate in the M.O.D. program as scheduled.
Review Guest Services staff work hours and submit payroll information to Accounting on time.
Prepare employee schedules according to business forecasts, payroll budget guidelines, and productivity requirements.
Maximize no-show revenue through consistent and accurate billing.
Maintain S.O.P.'s for purchase orders, invoice vouchering, and checkbook accounting.
Ensure Wage Progress, Productivity, and the Ten Day Forecast are completed on time according to S.O.P.'s.
Maintain professional working relationships and open communication with managers, employees, and other departments.
Work with Accounting on follow-up items such as 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 for its use.
Ensure staff greet and welcome guests at the Front Desk according to S.O.P.'s.
Implement Highgate Hotel policies and house rules; ensure Guest Services staff sign off on applicable Service Standards by Position.
Assist with revenue and occupancy forecasting.
Ensure messages, packages, and mail are logged and delivered promptly and professionally.
Maintain constant communication with Housekeeping, Reservations, and the Credit Manager.
Coordinate ongoing implementation of the Highgate Hotel philosophy of service.
Ensure accurate Front Desk cash handling and enforce Highgate Hotel credit policies.
Ensure employees provide attentive, friendly, helpful, and courteous service to guests, managers, and coworkers.
Maintain and monitor Lost and Found procedures and policies according to Highgate Hotel standards.
Establish and maintain a key control system.
Ensure department participation in monthly Highgate Hotel team meetings.
Focus the Guest Services Department 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, and review the Front Office log book and Guest Request log daily.
Attend required hotel meetings and trainings; participate in M.O.D. coverage as required.
Maintain regular attendance and high standards of personal appearance and grooming, including wearing a nametag.
Comply with Highgate Hotel standards and regulations, maximize productivity, identify problem areas, help implement solutions, handle problems effectively, evaluate complex information, and maintain confidentiality.
Perform other duties as 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