Front Office Manager

New Orleans, LA, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Career development opportunities

potential for bonuses

Job Description

Highgate Hotels is a prominent real estate investment and hospitality management company with a vast portfolio, managing over 400 hotels across North America, Europe, the Caribbean, and Latin America. With more than $15 billion in assets under management, Highgate has established itself as an innovative leader in the hospitality industry over its 30-year history. The company specializes in guiding properties through all phases of the property lifecycle, from planning and development to recapitalization or disposition, ensuring continuous growth and excellence. Highgate's portfolio includes a diverse range of lifestyle hotel brands, legacy brands, and independent hotels and resorts which are carefully curated to offer bespoke experiences characterized by contemporary programming and advanced digital capabilities. The company employs cutting-edge revenue management tools that allow it to anticipate market trends and maximize asset value effectively. Highgate's global executive leadership consists of seasoned hospitality professionals, making it a trusted collaborator for major ownership groups and renowned hotel brands worldwide. For more information, visit www.highgate.com.

This particular opportunity is based in a luxury hotel located in the heart of New Orleans, near the city's vibrant Arts District and French Quarter. The hotel showcases the charm and mystique of New Orleans through its recently renovated accommodations and impeccable service delivered by a professional, courteous team dedicated to meeting every guest's needs. The Front Office Manager role at this property is pivotal, being responsible for the smooth operation of Guest Services, Concierge, and Uniformed Services/Transportation departments. This role requires delivering attentive and friendly service to guests from arrival through their entire stay, all while maximizing room revenue and occupancy. The Front Office Manager will lead a team, ensuring that all guest requests, issues, and feedback are handled promptly and efficiently in alignment with Highgate's standards. They will also be involved in motivating and developing staff, managing schedules, and collaborating closely with other hotel departments such as Housekeeping, Reservations, and Accounting. Additionally, this manager is tasked with overseeing financial aspects like billing accuracy, payroll, and revenue forecasting. This is a full-time position offering a yearly compensation package and opportunities to work within a well-established, globally recognized hospitality enterprise, promising a dynamic workplace and professional growth within the hotel management field. The ideal candidate should have strong leadership capabilities, excellent communication skills, and a proactive approach to problem-solving in a fast-paced, guest-focused environment.

Job Requirements

Education equivalent to high school diploma or higher
Relevant hotel industry experience
Supervisory experience required
Proficiency in Windows and office software
Valid driver’s license
Ability to work long and light hours as needed
Ability to exert up to 20 pounds of force occasionally and up to 10 pounds frequently
Strong interpersonal skills
Effective communication skills
Ability to multitask
Commitment to personal grooming standards
Compliance with company policies
Regular attendance and punctuality
Ability to maintain confidentiality
Availability to participate in required meetings and training
Problem-solving skills
Ability to handle guest and employee concerns attentively and courteously

Job Qualifications

At least 5 years of progressive experience in a hotel or 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
Proficient in Windows, company-approved spreadsheets and word processing
Valid driver’s license from the applicable state
Effective verbal and written communication skills
Ability to multitask and prioritize departmental functions
Ability to maintain confidentiality of information
Must maintain a warm and friendly demeanor
Ability to listen, understand and clarify concerns
Attend all hotel required meetings and trainings
Participate in M.O.D. coverage as required
Maintain personal appearance and grooming including wearing nametags
Comply with Highgate Hotel Standards and regulations
Effective problem-solving skills
Ability to understand and evaluate complex information from various sources

Job Duties

Respond to all guests' requests, problems, complaints and/or accidents 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 daily and monthly Rooms Merchandising 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 professional working relationships and promote open lines of communication with managers, employees and other departments
Work closely with Accounting on follow-up items such as returned checks, rejected credit cards, and employee discrepancies
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 adherence to 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 timely delivery of all messages, packages and mail in a professional manner
Maintain constant communication with Housekeeping, Reservations and Credit Manager
Operate radios efficiently and professionally and ensure radio etiquette
Coordinate 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 employees remain attentive, friendly, helpful and courteous to all guests, managers and employees at all times
Maintain and monitor Lost and Found procedures as per Highgate Hotel standards
Establish and maintain key control system
Ensure participation in monthly Highgate Hotel team meetings within the department
Focus the Guest Services Department on contributing to Guest Service and audit scores
Monitor all VIPs, special guests and requests