Director of Front Office

Compensation Type

Yearly

Highgate Hotels

Highgate 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. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Location

 

Amrit Ocean Resort & Residences...The first-of-its-kind Five Star personalized luxury wellness community is launching our first location in South East Florida. Located on 7.5 acres oceanfront, Amrit unites the ancient inner-science of the East and Western technology for personalized luxury that promotes mindful living with unlimited potential. Utilizing the time-honored practice of Eight Limbs of Patanjali with Five Pillars of Wellness (Mindfulness, Nutrition, Fitness, Relaxation and Sleep), Amrit's 24/7 Personal Wellness Advisors work with guests to identify their Personalized Roadmap to Wellness. Amrit's two towers, Peace and Happiness comprise 182 wellness residents, 153 wellness resort suites including 30 destination spa suites, chlorine free pools, natural bistro with teaching kitchen, farm to table restaurant, meeting/celebration space, hair-health full service salon, outdoor activities/experiences and 100,000 sf of wellness and spa spread over four floors indoors and out. Featuring Aayush, an extensive hydrothermal circuit with co-ed and gender specific areas, plus hamam, flotation pod and terraces with panoramic ocean views. Amrit, in partnership with leading wellness innovators, globally renown mindfulness experts, and a spa floor dedicated to innovative treatments and services, will provide the tools, technology, resources and experiences for guests to achieve personalized peace and happiness and ultimately, wellness for life.

 

Overview

The 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. Ensure that     all managers are in compliance with the standards in their interviewing and hiring procedures.
• 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. Understand hospitality terms.
• 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, using checkbook accounting as a control mechan