Job Overview
Employment Type
Full-time
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional Development
Job Description
Highgate Hotels is a premier real estate investment and hospitality management company widely recognized as an innovator in the hotel industry. With a strong presence in key U.S. gateway markets such as New York, Boston, Miami, San Francisco, and Honolulu, Highgate has rapidly expanded its footprint into Europe, Latin America, and the Caribbean. The company’s impressive portfolio of global properties boasts an aggregate asset value exceeding $20 billion and generates over $5 billion in cumulative revenues annually. Highgate provides expert guidance throughout all stages of the hospitality property cycle, including planning, development, recapitalization, and disposition. Highgate is also known for... Show More
Job Requirements
- At least 5 years of progressive experience in a hotel or a related field
- Or a 2-year college degree and 3 or more years of related experience
- Or a 4-year college degree and at least 1 year of related experience
- Supervisory experience required
- Ability to demonstrate exceptional customer service skills
- Proficient in Windows and Microsoft Office
- Able to work long hours as sometimes required
- Maintain a warm and friendly demeanor at all times
- Effective verbal and written communication skills with all levels of employees and guests
- Effective at listening to, understanding, and clarifying concerns raised by employees and guests
- Able to multitask and prioritize departmental functions to meet deadlines
- Attend all hotel required meetings and trainings
- Participate in M.O.D. coverage as required
- Maintain regular attendance in compliance with Highgate Hotel Standards
- Maintain high standards of personal appearance and grooming
- Comply with Highgate Hotel Standards and regulations
- Maximize efforts towards productivity and assist in implementing solutions
- Effective in handling problems including anticipating, preventing, identifying and solving problems
- Able to understand and evaluate complex information from various sources
- Able to maintain confidentiality of information
- Perform other duties as requested by management
Job Qualifications
- At least 5 years of progressive experience in a hotel or a related field
- Or a 2-year college degree and 3 or more years of related experience
- Or a 4-year college degree and at least 1 year of related experience
- Supervisory experience required
- Ability to demonstrate exceptional customer service skills
- Proficient in Windows and Microsoft Office
- Able to work long hours as sometimes required
- Maintain a warm and friendly demeanor at all times
- Effective verbal and written communication skills with all levels of employees and guests
- Effective at listening to, understanding, and clarifying concerns raised by employees and guests
- Able to multitask and prioritize departmental functions to meet deadlines
- Attend all hotel required meetings and trainings
- Participate in M.O.D. coverage as required
- Maintain regular attendance in compliance with Highgate Hotel Standards
- Maintain high standards of personal appearance and grooming
- Comply with Highgate Hotel Standards and regulations
- Maximize efforts towards productivity and assist in implementing solutions
- Effective in handling problems including anticipating, preventing, identifying and solving problems
- Able to understand and evaluate complex information from various sources
- Able to maintain confidentiality of information
- Perform other duties as requested by management
Job Duties
- 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
- 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
- Attend daily and monthly Rooms Merchandizing meetings
- Participate in required M.O.D. program as scheduled
- 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
- 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 Highgate Hotel S.O.P.'s
- Ensure implementation of all Highgate Hotel policies and house rules
- Understand hospitality terms
- 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 manner
- Maintain constant communication with Housekeeping, Reservations and the Credit Manager
- Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service
- Ensure correct and accurate cash handling at the Front Desk
- Follow and enforce all Highgate Hotel credit policies
- Ensure that employees are at all times attentive, friendly, helpful and courteous to all guests, managers and other employees
- Maintain and monitor Lost and Found procedures and policies according to Highgate Hotel standards
- Establish and maintain key control system
- Ensure participation within department for monthly Highgate Hotel team meeting
- Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores
- Monitor all V.I.P.'s, special guests and requests
- Maintain required pars of all front office and stationary supplies
- Review daily Front Office work and activity reports generated by Night Audit
- Review Front Office log book and Guest Request log on a daily basis
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