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., Passaic , Director of Front Office, Administration, Clerical , New York, New Jersey