Front Office Manager

Highgate Hotels • Boston, MA

2d • Onsite

About The Position

The Front Office Manager oversees the Front Desk, Uniformed Services, and Telephone Communications, ensuring attentive, friendly, efficient, and courteous service before and throughout each guest’s stay while maximizing room revenue and occupancy. The role manages and develops Front Office personnel, supports guest satisfaction and service standards, and coordinates closely with other hotel departments.

Requirements

• At least 2 years of experience as a Front Office Manager in a luxury hotel.
• A 4-year college degree, or a 2-year college degree and 2 or more years of related experience.
• Proficiency in Windows and company-approved spreadsheet and word-processing software.

Nice To Haves

• Experience with Opera Cloud.

Responsibilities

• Respond to guest requests, problems, complaints, and accidents received at the Front Desk or through reservations, comment cards, letters, or phone calls; follow up to ensure guest satisfaction.
• Motivate, coach, counsel, and discipline Front Office personnel in accordance with Highgate Hotel S.O.P.'s.
• Carry a Vocera communication device at all times.
• Conduct Front Office interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
• Develop employee morale, ensure staff training, and oversee execution of Forbes standards.
• Maximize room revenue and occupancy by reviewing daily status, analyzing rate variance, monitoring credit reports and house counts, and monitoring selling status.
• Attend daily and monthly Rooms Upselling/Merchandizing meetings.
• Support Highgate’s core values: passion, innovation, integrity, ownership, and community.
• Participate in the required M.O.D. program as scheduled.
• Review Front Office staff hours for payroll and submit them to Accounting on time.
• Prepare employee schedules according to business forecasts, payroll budget guidelines, and productivity requirements.
• Ensure no-show revenue is maximized through consistent and accurate billing.
• Maintain procedures 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 follow-up items, including rejected credit cards and employee cashiering discrepancies.
• Operate the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor the P.B.X. console and ensure employees follow Highgate Hotel S.O.P.'s for its use.
• Ensure staff greet and welcome guests according to Highgate Hotel S.O.P.'s and implement hotel policies and house rules.
• Understand hospitality terms; create and revise S.O.P.'s as needed; and ensure Front Office staff sign off on 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.
• Use communication devices efficiently and professionally and ensure proper communication etiquette within the department.
• Coordinate implementation of The Newbury Boston philosophy of service.
• Ensure accurate Front Desk cash handling and enforce Highgate Hotel credit policies.
• Ensure employees remain attentive, friendly, helpful, and courteous to guests, managers, and other employees.
• Maintain Lost and Found procedures and policies and establish and maintain a key control system.
• Ensure departmental participation in monthly Highgate Hotel team meetings.
• Focus the Front Office Department on its contribution to guest satisfaction and audit scores.
• Monitor V.I.P.s and special guest requests.
• Maintain required par levels of Front Office and stationery supplies.
• Review daily Front Office work and activity reports generated by Night Audit, the Front Office log book, and the Guest Request log.
• Ensure completion of the daily M.O.D. checklist.
• Know corporate-sponsored and luxury programs and their standards and procedures.
• Maintain an organized filing system for purchases, vouchering, schedules, forecasts, reports, and tracking logs.
• Conduct meetings according to Highgate Hotel standards as required 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager