Front Office Manager

The Newbury Boston • Boston, MA

7d • $75,000 - $80,000 • Onsite

About The Position

The Front Office Manager is responsible for the operation of the Front Desk, Uniformed Services, and Telephone Communications in an attentive, friendly, efficient, and courteous manner. The role provides guests with quality service before and throughout their stay while maximizing room revenue and occupancy. The position is at The Newbury Boston, a 286-room luxury hotel in Boston’s Back Bay.

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 programs.

Nice To Haves

• Experience with Opera Cloud.

Responsibilities

• Respond to guest requests, problems, complaints, and accidents promptly and courteously, and follow up to ensure satisfaction.
• Motivate, coach, counsel, discipline, interview, hire, and train Front Office personnel according to Highgate Hotel S.O.P.s.
• Develop employee morale and ensure Front Office personnel are trained and execute Forbes standards.
• Maximize room revenue and occupancy by reviewing daily status, analyzing rate variance, monitoring credit reports and house count, and managing selling status and closure of the house as needed.
• Attend daily and monthly Rooms Upselling/Merchandising meetings.
• Support Highgate’s core values and participate in the scheduled Manager on Duty program.
• Review staff hours for payroll and submit them to Accounting on time; prepare employee schedules according to business forecasts, payroll budgets, and productivity requirements.
• Maximize no-show revenue through consistent and accurate billing.
• Maintain Highgate 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; coordinate with Accounting on follow-up items.
• Operate the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor the P.B.X. console and ensure staff follow procedures for its use.
• Ensure staff greet and welcome guests in accordance with Highgate Hotel S.O.P.s and remain attentive, friendly, helpful, and courteous.
• Implement Highgate policies and house rules; create and revise S.O.P.s 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 communication with Housekeeping, Reservations, and the Credit Manager, and ensure professional use of communication devices and etiquette.
• Coordinate ongoing implementation of The Newbury Boston philosophy of service.
• Ensure accurate Front Desk cash handling and enforce Highgate Hotel credit policies.
• Maintain Lost and Found procedures and policies and establish and maintain the key control system.
• Ensure department 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, as well as the Front Office log book and Guest Request log.
• Ensure completion of the daily MOD checklist.
• Know corporate-sponsored and luxury programs and their standards and procedures.
• Maintain an organized filing system for purchases, invoices, schedules, forecasts, reports, and tracking logs.
• Conduct meetings according to Highgate Hotel standards as required by management.
• Carry a Vocera communication device at all times.

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