Overnight Front Office Manager
$75,000–$80,000 year
On-siteNew York City, New York, United States or New York, United States
Job Summary
Respond to all guest requests, complaints, and accidents at the Front Desk or via reservations, comment cards, and phone calls while ensuring follow-up for satisfaction. Motivate, coach, and discipline Guest Services personnel per Highgate S.O.P.'s, conducting interviews and managing hiring procedures. Maximize room revenue and occupancy by reviewing daily status, analyzing rate variance, monitoring credit reports, and tracking house counts. Prepare employee schedules based on business forecasts, compile payroll hours, and ensure accurate cash handling and billing. Operate the Front Office computer system, maintain the P.B.X. console, and enforce all hotel policies and house rules. Coordinate with Housekeeping, Reservations, and the Credit Manager, monitor VIPs, and participate in required meetings and M.O.D. coverage. Maintain key control systems, manage lost and found procedures, and ensure staff greet guests in accordance with service standards.
Required Qualifications
- At least 5 years of progressive experience in a hotel or a related field
- 2-year college degree and 3 or more years of related experience
- 4-year college degree and at least 1 year of related experience
- Supervisory experience
- Ability to demonstrate exceptional Customer Service Skills
- Proficiency in Windows and Microsoft Office
- Ability to work long hours as sometimes required
- Warm and friendly demeanor
- Ability to effectively communicate both verbally and written
- Ability to listen to, understand, and clarify concerns raised by employees and guests
- Ability to multitask and prioritize departmental functions to meet deadlines
- Ability to approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner
- Ability to attend all hotel required meetings and trainings
- Ability to maintain regular attendance in compliance with Highgate Hotel Standards
- High standards of personal appearance and grooming
- Ability to comply with Highgate Hotel Standards and regulations
- Ability to maximize efforts towards productivity, identify problem areas and assist in implementing solutions
- Ability to be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary
- Ability to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives
- Ability to maintain confidentiality of information
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