Director of Guest Services

Compensation Type

Yearly

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location

Designed by Hyman Isaac Feldman, The Gallivant Times Square was completed in 1928 and opened originally as the Hotel President. While the hotel has gone through transformations over the years, it is now an independent property dedicated to those looking to embrace the spirit of discovery at one of the best Midtown West Manhattan hotels.

Midtown West

Midtown Manhattan’s west side comprises some of the most illustrious NYC neighborhoods for visitors to explore, including the trendy and artistic area of Chelsea.

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Hell’s Kitchen

Located on the west side of Manhattan and bordering the Hudson River, Hell’s Kitchen is known for its unique collection of authentic restaurants, delis, bars, and bodegas.

02

Little Brazil

Found between Fifth and Sixth Avenues in Manhattan, Little Brazil is known for its Brazilian restaurants and annual Brazilian Day street celebration, featuring live music and other festivities.

03

Garment District

The Garment District is named for its dense concentration of fashion-related businesses and shops, including the Fashion Walk of Fame and designer stores like Gucci and Louis Vuitton.

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Overview

The Director of Front Office is responsible for ensuring the operation of Guest Services,  Bell Attendants 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.  

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.
• 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.
• 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 expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
• Monitor and ensure compliance with SOP’s.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• 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.
• Monitor labor expenses through schedule approval process and ensure budgeted productivity.
• Prepare department heads for succession through development of their need areas.
• Prepare the Rooms Division annual budget, Commu