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

Only steps from white sand beaches and world-class shopping, the Courtyard by Marriott Waikiki Beach hotel in Honolulu offers rest and relaxation from your day's island adventures. Relax in the comfort of 403 newly renovated guest rooms and suites, each with modern amenities and some with balconies.  Courtyard by Marriott Waikiki Beach has a convenient location in Waikiki, within walking distance signature restaurants and exciting nightlife. 

 

Courtyard Waikiki Beach

400 Royal Hawaiian AveHonolulu, HI 96815

Overview

The Front Office Manager is responsible for ensuring the operation of the front desk & arrival experience in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Responsibilities

• Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk 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 Guest Services personnel according to Highgate Hotel S.O.P.'s.
• Carry a cell phone at all times.
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily.  Analyze rate variance, monitor credit report and maintain close observation of daily house count.  Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Attend revenue maximization meetings.
• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis. 
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.
• Responsible for the Front Office monthly forecast and financial review preparation
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Marriott Standards & Highgate Hotel S.O.P.'s.
• Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
• Acts as liaison between hotel and operating partners.
• In the absence of the General Manager, Front Office Manager will assist with direction and operational decision making at the property. Ensure sign off of all Service Standards by Position for Guest Services staff.
• Assist in preparation of revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional ma