Overnight Manager

$65,000 - $70,000/Yr

Radisson - New York, NY

Full-time - Mid Level

New York, NY

Accommodation

About the position

The Front Office Manager at Highgate Hotels is responsible for overseeing the Guest Services operations, ensuring that all guests receive friendly, efficient, and courteous service throughout their stay. This role focuses on maximizing room revenue and occupancy while maintaining high standards of guest satisfaction and staff performance.

Responsibilities

• Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner.
• Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s.
• Carry a cell phone at all times.
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily.
• Analyze rate variance, monitor credit report and maintain close observation of daily house count.
• Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Attend daily and monthly Rooms Merchandizing meetings.
• Participate in required M.O.D. program as scheduled.
• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
• Ensure implementation of all Highgate Hotel policies and house rules.
• Understand hospitality terms.
• Ensure sign off of all Service Standards by Position for Guest Services staff.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Maintain constant communication with Housekeeping, Reservations and the Credit Manager.
• Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
• Ensure correct and accurate cash handling at the Front Desk.
• Follow and enforce all Highgate Hotel credit policies.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Maintain and monitor 'Lost and Found' procedures and policies according to Highgate Hotel standards.
• Establish and maintain key control system.
• Ensure participation within department for monthly Highgate Hotel team meeting.
• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
• Monitor all V.I.P.'s, special guests and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily Front Office work and activity reports generated by Night Audit.

Requirements

• At least 3 years of progressive experience in a hotel or a related field; or 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.
• The ability to demonstrate exceptional Customer Service Skills.
• Must be proficient in Windows and Microsoft Office.
• Able to work long hours as sometimes required.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.

Nice-to-haves

• Experience in a high-volume hotel environment.
• Knowledge of hotel management software systems.

Benefits

• Competitive salary range of $65K-$70K.
• Opportunities for career advancement within the company.
• Employee discounts on hotel stays and services.