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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... Show More
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
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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