Director of Front Office

Paterson, NJ, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $77,600.00 - $99,000.00

Work Schedule

Flexible

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

performance bonuses

Employee Discounts

Career development opportunities

Job Description

Highgate Hotels is a leading real estate investment and hospitality management company that manages a portfolio valued at over 15 billion dollars, encompassing more than 400 hotels across North America, Europe, the Caribbean, and Latin America. With a strong 30-year legacy of innovation in the hospitality industry, Highgate is recognized for its expert guidance throughout all phases of hotel property cycles—from planning and development to recapitalization and disposition. The company excels in cultivating a diverse range of hotel offerings, including bespoke lifestyle brands, established legacy brands, and independent hotels and resorts, all enhanced with contemporary programming and advanced digital capabilities. By employing industry-leading revenue management tools, Highgate effectively monitors and anticipates market trends to maximize asset value and ensure sustained outperformance.

Highgate boasts a global presence with corporate offices worldwide and an executive team comprised of seasoned hospitality professionals. This depth of expertise makes Highgate a trusted partner for premier ownership groups and major hotel brands. One of their prominent properties, the iconic Row NYC hotel located in the heart of Manhattan's bustling Times Square, recently underwent a remarkable $140+ million renovation that transformed all guest rooms and public spaces. The hotel features 1,331 newly built guestrooms with a variety of bedding configurations such as king, queen, double/double, and twin beds. Situated near premier attractions like Broadway theaters, Restaurant Row, Jacob Javits Convention Center, Macy's, Rockefeller Center, and the Empire State Building, Row NYC offers guests a unique blend of urban excitement and exceptional service.

The Director of Front Office role at Row NYC represents a critical leadership position responsible for managing the Guest Services, Valet, and Front Desk operations. This role demands an attentive, courteous, and efficient management style focused on delivering outstanding service while optimizing room revenue and operational productivity. The Director is also tasked with developing leadership skills within the management team and staff, driving employee morale, and fostering effective communication across departments to promote a cohesive work environment. A key part of the role involves maintaining strong relationships with leased restaurant and retail operations based within the hotel to ensure seamless guest experience.

This full-time, yearly salaried position requires an individual who thrives in a fast-paced environment and demonstrates a strong commitment to hospitality excellence. The ideal candidate will be effective in handling guest requests, resolving complaints promptly, and ensuring all service standards are met or exceeded. They will also play a pivotal role in recruiting and training staff, managing departmental budgets, and overseeing revenue forecasting and expense control. The Director of Front Office must be proficient in front office technology systems and be an advocate of Highgate's philosophy of service excellence, driving the implementation of corporate marketing programs and initiatives.

Job Requirements

Progressive experience in hospitality or related field
Front office management experience
Proficiency in MS Excel and Word
Effective communication skills
Active listening and problem-solving abilities
Ability to multitask and prioritize
Participation in required trainings and meetings
Adherence to attendance and grooming standards
Compliance with company policies
Capability to analyze complex data
Confidentiality maintenance
Flexibility to work long hours
Service-oriented attitude at all times
Ability to participate in Management on Duty programs
Commitment to guest satisfaction
Leadership and team development skills
Budget and expense management experience

Job Qualifications

At least 6 years of progressive experience in a hotel or related field or a 4-year college degree and at least 2 years of related experience or a 2-year college degree and 4 or more years of related experience
Previous front office management experience is required
Proficient in MS Excel and MS Word
Must be able to communicate effectively both verbally and written with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner
Effective listening skills to understand and clarify concerns raised by employees and guests
Ability to multitask and prioritize departmental functions to meet deadlines
Capacity to handle problems proactively including anticipating, preventing, identifying, and solving issues
Attend all required hotel meetings and trainings
Participate in M.O.D. coverage as required
Maintain regular attendance in compliance with Highgate Hotel standards
High standards of personal appearance and grooming
Comply with Highgate Hotel standards and regulations to ensure safe and efficient operations
Ability to understand and evaluate complex information and data from various sources to meet objectives
Ability to maintain confidentiality of information

Job Duties

Ensure guests, managers, and employees are treated with attentiveness, friendliness, helpfulness, and courtesy at all times
Respond to guest requests, problems, complaints, and accidents in a courteous and efficient manner and follow up to ensure satisfaction
Motivate, coach, counsel, and discipline assigned personnel according to hotel standards
Conduct front-of-house interviews and support recruiting efforts in compliance with SOPs
Develop employee morale and provide training for Rooms Division personnel
Maintain professional relationships and promote open communication with managers, employees, and other departments
Implement all Highgate Hotel policies and house rules
Monitor room revenue by managing oversold dates
Conduct daily tours of rooms operating departments and solicit feedback
Ensure compliance with training standards and complete Service Standards checklists
Attend daily and monthly meetings
Monitor and support Hyatt programs like GEM and Gold Passport
Control expenses and maximize profit using checkbook accounting
Conduct walk-throughs of public and guest areas to ensure cleanliness and maintenance standards
Coordinate major projects including renovations and capital expenditures
Conduct weekly and monthly financial reviews
Perform performance reviews and ensure managerial compliance
Manage labor expenses and budget productivity
Prepare department heads for succession and develop their skills
Prepare the Rooms Division annual budget and Communications and Other Income
Participate in M.O.D. program as scheduled
Operate front office computer systems including report generation and analysis
Monitor proper operation of Synergy MMS and follow up on requests
Assist with revenue and occupancy forecasting
Communicate effectively with hotel staff
Implement Highgate Hotel philosophy of service
Ensure staff knowledge of corporate marketing programs
Monitor VIPs and special guests
Act as liaison to leased restaurant and retail operations within the hotel