Hotel Front Office Manager

Highgate Hotels•Greenville, SC

About The Position

The Front Office Manager is responsible for the operation of 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 oversees Guest Services personnel, including hiring, training, coaching, scheduling, and performance management, and coordinates front office operations with other hotel departments. The manager reviews daily occupancy and revenue information, monitors rates and credit activity, supports forecasting, and maintains front office procedures for cash handling, credit, purchasing, payroll, and recordkeeping. The position also manages guest requests and complaints, monitors VIPs and special requests, maintains key control and Lost and Found procedures, and ensures compliance with Highgate Hotel standards and policies. Weekend and holiday availability is required. Shifts are subject to change; currently sought availability includes AM shifts from 7:00 AM to 5:00 PM and some PM shifts from 1:00 PM to 11:00 PM. Full-time associates are offered a comprehensive benefits package.

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.
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, including anticipating, preventing, identifying, and solving them.
Ability to understand and evaluate complex information and data from various sources.
Ability to maintain confidentiality.
Weekend and holiday availability.
Availability for the listed AM shifts (7:00 AM–5:00 PM) and some PM shifts (1:00 PM–11:00 PM); shifts may change.

Responsibilities

Respond to guest requests, problems, complaints, and accidents promptly and courteously, and follow up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline Guest Services personnel in accordance with Highgate Hotel S.O.P.'s.
Conduct Guest Services interviews and follow hiring procedures.
Develop employee morale and ensure Guest Services personnel are trained.
Review daily hotel status, analyze rate variance, monitor credit reports and house count, and monitor selling status.
Attend daily and monthly Rooms Merchandizing meetings and participate in the M.O.D. program as scheduled.
Review Guest Services staff hours for payroll and submit them to Accounting on time.
Prepare employee schedules based on business forecasts, payroll budgets, and productivity requirements.
Maximize no-show revenue 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.
Coordinate with Accounting on returned checks, rejected credit cards, employee discrepancies, and other 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 employees use it according to Highgate Hotel S.O.P.'s.
Ensure staff greet and welcome guests at the Front Desk according to Highgate Hotel S.O.P.'s.
Implement Highgate Hotel policies and house rules and ensure Guest Services staff sign off on applicable Service Standards.
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.
Coordinate implementation of Highgate Hotel's service philosophy.
Ensure accurate Front Desk cash handling and enforce Highgate Hotel credit policies.
Ensure employees are attentive, friendly, helpful, and courteous to guests, managers, and coworkers.
Maintain Lost and Found procedures and establish and maintain the 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 VIPs, special guests, and special 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.
Attend required hotel meetings and training, participate in M.O.D. coverage as required, and maintain regular attendance.
Maintain high standards of personal appearance and grooming, including wearing a nametag.
Comply with hotel standards and regulations to promote safe and efficient operations; support productivity and help identify and resolve problem areas.
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, provided 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