Director of Front Office
Company: Highgate Hotels L.P.
Location: New York
Posted on: October 22, 2024
Job Description:
Compensation TypeYearlyHighgate HotelsHighgate is a premier real
estate investment and hospitality management company widely
recognized as an innovator in the industry. Highgate is the
dominant player in U.S. gateway markets including New York, Boston,
Miami, San Francisco and Honolulu, with a rapidly expanding
presence in Europe, Latin America, and the Caribbean. Highgate's
portfolio of global properties represents an aggregate asset value
exceeding $20B and generates over $5B in cumulative revenues. The
company provides expert guidance through all stages of the
hospitality property cycle, from planning and development through
recapitalization or disposition. Highgate also has the creativity
and bandwidth to develop bespoke hotel brands and utilizes
industry-leading proprietary revenue management tools that identify
and predict evolving market dynamics to drive out performance and
maximize asset value.LocationFormerly known as the Gansevoort Park
Avenue, this 249-room hotel has been rebranded as the Royalton Park
Avenue joining the iconic sister property, Royalton New York.
Located in the heart of Manhattan's trendy NoMad neighborhood, the
hotel boasts a spectacular three-story atrium lobby complete with
an oversized fireplace and dramatic Aubergine chandeliers as well
as a sought-after rooftop pool and bar.OverviewThe Director of
Front Office is responsible for ensuring the operation of Guest
Services, Valet, and Front Desk service in an attentive, friendly,
efficient and courteous manner, providing all guests with quality
service while maximizing room revenue and productivity, and
developing managers and employees. This position will also be a
liaison to leased restaurant and retail operations that are based
in the hotel.Responsibilities
- Employees must, at all times, be attentive, friendly, helpful,
and courteous to all guests, managers, and fellow employees.
- Respond to all guest requests, problems, complaints and/or
accidents arising in person 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 assigned personnel
according to hotel standards.
- Prepare and conduct all front-of-house interviews and follow
hiring procedures according to SOP's. Actively support Human
Resources with recruiting efforts.
- Develop employee morale and ensure training of Rooms Division
personnel.
- Maintain a professional working relationship and promote open
lines of communication with managers, employees and other
departments.
- Ensure implementation of all Highgate Hotel policies and house
rules.
- Ensure sign off of all Service Standards by Position
competencies for Rooms division managers.
- Monitor completion of the Service Standards by Position
Training Checklists for hourly staff.
- Monitor oversold dates to ensure the maximization of rooms
revenue.
- Tour rooms operating departments daily, greeting employees and
soliciting feedback.
- Ensure compliance effective training according to Highgate
Hotel standards.
- Attend daily and monthly meetings.
- Monitor and support Hyatt programs such as GEM and Gold
Passport.
- Monitor expenses to ensure expense control and maximize
profit.
- Conduct walk-throughs of public areas and guestrooms to ensure
that cleanliness and maintenance standards are met.
- Coordinate major projects such as renovations, capital
expenditures, equipment change-overs, etc.
- Conduct weekly meeting, including a monthly financial
review.
- Perform performance reviews according to SOP, and ensure that
managers are in compliance with the standards in their
administration of performance reviews to their employees.
- Prepare the Rooms Division annual budget, Communications and
Other Income.
- Participate in required M.O.D. program as scheduled.
- Operate all aspects of the Front Office computer system,
including software maintenance, report generation and analysis, and
simple programming.
- Assist in preparation of revenue and occupancy
forecasting.
- Efficiently and professionally communicate with hotel
staff.
- Coordinate all aspects of the ongoing implementation of the
Highgate Hotel philosophy of service.
- Monitor all V.I.P.'s and special guests.Qualifications
- At least 6 years of progressive experience in a hotel or a
related field; or a 4-year college degree and at least 2 years of
related experience; or a 2-year college degree and 4 or more years
of related experience.
- Previous Front Office management experience is required.
- Must be proficient in MS Excel and MS Word.
- Long hours sometimes required.
- 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.
- Attend all hotel required meetings and trainings.
- Maintain regular attendance in compliance with Highgate Hotel
Standards, as required by scheduling.
- Maintain high standards of personal appearance and
grooming.
- Comply with Highgate Hotel Standards and regulations to
encourage safe and efficient hotel operations.
- Must be effective in handling problems, including anticipating,
preventing, identifying and solving problems as necessary.
- Must be able to understand and evaluate complex information,
data, etc. from various sources to meet appropriate
objectives.
- Must be able to maintain confidentiality of information.Salary
$100,000
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Keywords: Highgate Hotels L.P., Hoboken , Director of Front Office, Administration, Clerical , New York, New Jersey
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