Job Overview
Employment Type
Hourly
Compensation
Type:
Hourly
Rate:
Range $18.00 - $28.00
Work Schedule
Flexible
On-call
Benefits
Health Insurance
Dental Insurance
Paid Time Off
401(k)
Employee Discounts
Training opportunities
Career Development
Job Description
Highgate Hotels is a prominent real estate investment and hospitality management company known for its expansive portfolio and innovative approach to the hospitality industry. With over $15 billion of assets under management and a global reach extending across more than 400 hotels located throughout North America, Europe, the Caribbean, and Latin America, Highgate has built a reputation as a leader in managing a diverse range of properties. The company excels in all phases of the property lifecycle, offering expert guidance from initial planning and development through to recapitalization and disposition of assets. Highgate's commitment to excellence is reflected in its... Show More
Job Requirements
- High school diploma or equivalent
- At least 5 years progressive experience in hotel or related field or 2-year college degree with 3 years related experience or 4-year college degree with 1 year related experience
- Supervisory experience
- Proficiency in Windows and Microsoft Office
- Ability to work long hours
- Strong customer service orientation
- Excellent communication skills
- Ability to multitask and prioritize
- Commitment to personal grooming and appearance standards
- Adherence to company policies and safety standards
- Ability to maintain confidentiality and handle problems effectively
Job Qualifications
- At least 5 years of progressive experience in a hotel or related field or a 2-year college degree with 3 or more years of related experience or a 4-year college degree with at least 1 year of related experience
- Supervisory experience required
- Ability to demonstrate exceptional customer service skills
- Proficiency in Windows and Microsoft Office
- Able to work long hours as required
- Maintain a warm and friendly demeanor at all times
- Effective verbal and written communication skills with all levels of employees and guests
- Effective listening, understanding, and clarifying concerns raised by employees and guests
- Ability to multitask and prioritize departmental functions
- Attend all required hotel meetings and trainings
- Participate in M.O.D. coverage as required
- Maintain regular attendance as per scheduling needs
- Maintain high standards of personal appearance and grooming including wearing nametags
- Comply with Highgate Hotel Standards and regulations
- Ability to identify problem areas and assist in implementing solutions
- Effective at handling problems proactively
- Ability to understand and evaluate complex information from multiple sources
- Ability 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 and other channels in an attentive, courteous and efficient manner
- Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel standard operating procedures
- Carry a cell phone at all times
- Prepare and conduct all Guest Services interviews and follow hiring procedures
- Develop employee morale and ensure training of Guest Services personnel
- Maximize room revenue and occupancy by reviewing status daily and analyzing rate variance, monitoring credit report and 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 and submit to Accounting
- Prepare employee schedules according to business forecasts and budget guidelines
- Ensure no-show revenue is maximized through consistent and accurate billing
- Maintain Highgate Hotel SOPs regarding Purchase Orders, invoices and accounting
- Ensure Wage Progress, Productivity and Ten Day Forecast are completed timely
- Maintain a professional working relationship with managers, employees and other departments
- Work closely with Accounting on follow-up items including returned checks and rejected credit cards
- Operate Front Office computer systems including software maintenance and report generation
- Monitor proper operation of P.B.X. console
- Ensure staff greet and welcome guests according to SOPs
- Implement all Highgate Hotel policies and house rules
- Ensure sign off of Service Standards by position for Guest Services staff
- Assist in revenue and occupancy forecasting
- Ensure timely and professional handling of messages, packages, and mail
- Maintain constant communication with Housekeeping, Reservations and Credit Manager
- Coordinate implementation of Highgate Hotel service philosophy
- Ensure correct and accurate cash handling
- Enforce all Highgate Hotel credit policies
- Ensure employees remain attentive, friendly and courteous at all times
- Maintain and monitor Lost and Found procedures
- Establish and maintain key control system
- Ensure participation in monthly team meetings
- Focus Guest Services Department on contributing to Guest Service and audit scores
- Monitor VIPs and special guest requests
- Maintain required quantities of front office and stationery supplies
- Review daily Front Office work and activity reports generated by Night Audit
- Review Front Office log and Guest Request logs daily
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
We didn't receive the exact location for this job posting,
please contact the employer.
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