Senior Front Desk Manager

Responsibilities

• Lead all Front Office and Guest Services operations, ensuring exceptional guest satisfaction and prompt resolution of guest concerns.
• Recruit, train, coach, develop, and manage Front Office associates while maintaining high morale and service standards.
• Oversee scheduling, payroll, labor productivity, revenue optimization, occupancy management, and forecasting.
• Ensure compliance with company policies, cash handling procedures, credit policies, audits, and operational standards.
• Maintain strong communication and collaboration with Housekeeping, Reservations, Accounting, and other departments.
• Monitor VIP arrivals, guest requests, lost and found, key control, supplies, and daily operational reports.
• Participate as Manager on Duty (MOD) and lead the team in delivering luxury service standards and achieving guest satisfaction goals.
• Drive department performance by focusing on guest service scores, financial results, operational efficiency, and associate engagement.

Qualifications

• At least 5 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.
• Experience with hotel PMS systems, preferably Opera.
• Able to work long hours as sometimes required.
• Maintain a warm and friendly demeanor at all times.
• Must be effective at communicating both verbally and written, with all levels 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.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
• 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.
• Perform other duties as requested by management.