Asst. Front Office Manager

Highgate is a leading real estate investment and hospitality management company with a dynamic and robust presence in the global hotel industry. Managing over $15 billion in assets, Highgate's portfolio includes more than 400 hotels spread across North America, Europe, the Caribbean, and Latin America. With a history of over 30 years, Highgate has established itself as an innovator in hospitality, providing expert services throughout every phase of the property cycle. This includes planning, development, recapitalization, and disposition, showcasing the company's comprehensive approach to hotel investment and management. The company's success derives from its strategic development of diverse hotel brands, including bespoke lifestyle brands, legacy brands, and independent resorts, all designed with contemporary programming and digital expertise. Highgate’s utilization of advanced revenue management tools enables it to accurately understand and predict market trends, ensuring superior performance and maximizing asset value. Supported by a team of seasoned hospitality professionals and headquartered worldwide, Highgate is recognized as a trusted partner for premier hotel ownership groups and major brands.

The role of Assistant Front Office Manager at Highgate is a critical position focused on maintaining and enhancing the front office operations to ensure exceptional guest service and operational efficiency. This role requires a professional who is attentive, friendly, efficient, and courteous, dedicated to providing high-quality service to guests from arrival through departure. The Assistant Front Office Manager acts as a key liaison between front office staff, sales, and reservations teams to effectively handle guest requests, special group arrangements, VIP service needs, and daily guest reception tasks. Responsibilities include responding promptly to social media feedback, facilitating guest service training programs, leading by example in maintaining professional standards, and assisting with recruitment and training of new team members. This position demands a proactive, guest-centric approach characterized by strong communication skills, problem-solving abilities, and the capacity to manage guest complaints diplomatically to ensure complete satisfaction.

In addition to managing front desk duties such as guest registration, group check-ins and check-outs, and VIP arrivals, the Assistant Front Office Manager is expected to maintain and update guest profiles accurately, coordinate with other hotel departments on requests, and ensure smooth financial operations like managing the house bank and daily deposits. The role often requires supervising shifts, engaging with sales teams on VIP clients, and maintaining detailed communication logs to keep all staff informed about hotel developments. Emergency procedure knowledge, participation in mandatory training, and thorough familiarity with hotel surroundings and key personnel are essential to this role.

Candidates for this position should possess a four-year college degree and at least one year of relevant experience, ideally in supervisory roles within hospitality settings. Strong IT skills, experience with OPERA systems, and a willingness to work flexible hours including overnight shifts are necessary. Physical demands include the ability to stand for the entire shift and carry light loads, complemented by a warm and friendly demeanor to foster positive guest and colleague interactions. Overall, the Assistant Front Office Manager plays a pivotal role in upholding Highgate's high standards for guest satisfaction, operational excellence, and team collaboration, making it an exciting opportunity for hospitality professionals seeking to grow their careers within a prestigious and innovative organization.