Front Office Manager

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 Front Office personnel according to Highgate Hotel S.O.P.'s.
• Carry Vocera communication device at all times.
• Prepare and conduct all Front Office interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
• Develop employee morale and ensure training of Front Office personnel and execution of Forbes standards.
• 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, close the house as needed, etc.
• Attend daily and monthly Rooms Upselling/Merchandizing meetings.
• Support Highgate core values: passion, innovation, integrity, ownership and community.
• Participate in required M.O.D. program as scheduled.
• Review Front Office 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 Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.
• 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., rejected credit cards, employee cashiering discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
• Ensure staff greet and welcome all guests approaching any member of the Front Office team in accordance with Highgate Hotel S.O.P.'s.
• Ensure implementation of all Highgate Hotel policies and house rules.
• Understand hospitality terms. Create S.O.P.’s and revise existing ones as needed. Ensure sign off of all Service Standards by Position for Front Office staff.
• Assist in preparation of revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Must maintain constant communication with Housekeeping, Reservations and the Credit Manager.
• Operate communication devices efficiently and professionally in communicating with hotel staff. Ensure the proper use of communication etiquette within the department.
• Cook up all aspects of the ongoing implementation of The Newbury Boston 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 Front Office Department on their role in contributing to the guest satisfaction and audit scores.
• Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Conduct meetings according to Highgate Hotel standards as required by management.

Qualifications

• 2 years Front Office Manager in a luxury hotel required.
• A 4-year college degree; or a 2-year college degree and 2 or more years or related experience.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Experience with Opera Cloud preferred.