Assistant Front Office Manager

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

 

 

Hilton Garden Inn Kauai Wailua Bay

Overview

The Assistant Front Office Manager is responsible for ensuring the operation of Guest Services, Concierge and Uniformed Services 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 with the Director of Rooms.

Responsibilities

Fundamental Requirements:

• Employees must, always, 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.
• Assist in motivating, coaching, counseling, and disciplining all Front Office personnel according to hotel standards.
• Assist in conducting all Front Office interviews and follow hiring procedures according to SOP's. Actively support Human Resources with recruiting efforts.  Ensure that all front office managers are in compliance with the standards in their interviewing and hiring procedures.
• Develop employee morale and ensure training of Front Office personnel.
• Determine the focus of the week for the daily briefings by Monday and ensure that they are done every day by the front office managers to the entire department to include guest service agents, bell, valet, door, and PBX.
• 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 all service standards are taught to the staff with appropriate sign off to ensure accountability. Monitor all service from all positions to ensure compliance and also assign roleplaying of service standards to Front office managers to complete monthly with the team and follow up to ensure completion and sign off.  
• Tour Front Office operating departments daily, greeting employees and soliciting feedback.
• Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel standards.
• Review rate variance, credit report, daily house counts, and allowance reports to ensure compliance of all Highgate financial SOPs for accounting/front office. 
• Monitor and support the corporate Guest Recognition Program.
• Do the weekly inventory of items used for the front office operations such as luggage tags, keys, paper and key packets to ensure that we do not run low or out. Work with the Director of Front office in ordering supplies to ensure budget control.  Train in utilization of the checkbook accounting for Highgate and complete in the absence of the Director of Front office.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Assist in conducting weekly Front Office meetings with managers, including a monthly financial review.
• Assist in Front Office performance reviews according to SOP and ensure that managers are in compliance with the standards in their administration of performance reviews to their employees.
• Complete weekly schedules and monitor labor expenses through schedule approval process and ensure budgeted productivity by reviewing 14 day forecast and daily labor report.
• Assist Director of Rooms with payroll processing and ADP management.
• Participate in required