Front Office Manager

Highgate Hotels•New Orleans, LA

25d

About The Position

Highgate is a real estate investment and hospitality management company with more than $15 billion in assets under management and a global portfolio of more than 400 hotels. The Front Office Manager role is at a luxury hotel located near New Orleans’ Arts District and French Quarter. The manager oversees Guest Services, Concierge, and Uniformed Services/Transportation, ensuring attentive, friendly, efficient, and courteous service before and throughout guests’ stays while maximizing room revenue and occupancy. The role combines guest-service leadership with front-office operations, employee supervision and development, revenue and occupancy monitoring, payroll and scheduling, financial controls, forecasting, hotel-system administration, and coordination with other departments. The manager is expected to follow Highgate Hotel standards and policies, participate in Manager on Duty coverage, and maintain a professional, service-oriented environment. The posting describes a comprehensive benefits package for full-time associates, including health and insurance coverage, retirement plan matching, paid leave, an employee assistance program, and educational opportunities or tuition reimbursement. Some leave details vary by state, and benefits may differ for associates covered by a collective bargaining agreement.

Requirements

At least 5 years of progressive experience in a hotel or related field; alternatively, a 2-year college degree and at least 3 years of related experience; or a 4-year college degree and at least 1 year of related experience.
Supervisory experience required.
Proficiency in Windows and company-approved spreadsheet and word-processing software.
Valid driver’s license from the applicable state.
Ability to communicate effectively both verbally and in writing with employees and guests at all levels in a courteous, attentive, and service-oriented manner.
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 a warm and friendly demeanor and approach interactions with guests and employees attentively and courteously.
Ability to work long hours sometimes; light hours are also sometimes required.
Ability to perform light work, exerting up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Regular attendance as required by scheduling and hotel needs.

Responsibilities

Respond attentively, courteously, and efficiently to guest requests, problems, complaints, and accidents, and follow up to confirm guest satisfaction.
Motivate, coach, counsel, and discipline Guest Services personnel in accordance with Highgate Hotel standard operating procedures.
Carry a cell phone at all times.
Prepare and conduct Guest Services interviews and follow hiring procedures.
Develop employee morale and ensure Guest Services personnel are trained.
Review daily room status and house count, analyze rate variance, monitor credit reports and selling status, and maximize room revenue and occupancy.
Attend daily and monthly Rooms Merchandizing meetings and participate in the required Manager on Duty program as scheduled.
Review Guest Services employees’ 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.
Follow Highgate procedures for purchase orders, invoice vouchering, and checkbook accounting.
Complete Wage Progress, Productivity, and the Ten Day Forecast on time.
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 the P.B.X. console and ensure employees follow procedures for its use.
Ensure Front Desk staff greet and welcome guests according to Highgate standards.
Implement Highgate policies and house rules and 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.
Use radios efficiently and professionally and ensure proper radio etiquette within the department.
Coordinate ongoing implementation of Highgate’s service philosophy.
Ensure accurate Front Desk cash handling and enforce Highgate credit policies.
Ensure employees remain attentive, friendly, helpful, and courteous to guests, managers, and coworkers.
Maintain and monitor Lost and Found procedures and the key-control system.
Ensure department participation in monthly Highgate team meetings.
Focus Guest Services on its contribution to guest-service and audit scores.
Monitor VIPs, special guests, and special requests.
Attend required hotel meetings and training, participate in Manager on Duty coverage as required, maintain regular attendance, and perform other duties requested by management.
Maintain personal appearance and grooming standards, including wearing a nametag, and comply with standards and regulations supporting safe and efficient hotel operations.
Maximize productivity, identify problem areas, assist with solutions, and anticipate, prevent, identify, and resolve problems.
Maintain confidentiality and evaluate information from various sources to meet objectives.