Front Office Manager

San Francisco, CA, USA|

Job Overview

Compensation

Hourly

Range $22.50 - $33.75

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Professional development opportunities

flexible scheduling

Job Description

Highgate Hotels is a premier real estate investment and hospitality management company widely recognized as an innovator in the hospitality industry. Established as a dominant player in major U.S. gateway markets such as New York, Boston, Miami, San Francisco, and Honolulu, Highgate is rapidly expanding its presence internationally across Europe, Latin America, and the Caribbean. The company's extensive portfolio of global properties represents an aggregate asset value exceeding $20 billion and generates over $5 billion in cumulative revenues annually. Highgate delivers expert guidance through all phases of the hospitality property lifecycle, from planning and development to recapitalization and disposition. Known for its creativity and operational bandwidth, the company develops bespoke hotel brands and leverages industry-leading proprietary revenue management tools to identify and anticipate evolving market dynamics, optimizing performance and maximizing asset value. With corporate offices located in London, New York, Dallas, and Seattle, Highgate's executive team comprises some of the most experienced leaders in hotel management, making it a trusted partner for top ownership groups and major hotel brands worldwide.

The Front Office Manager role at Highgate Hotels is a crucial position responsible for overseeing the seamless operation of the Guest Services, Concierge, and Uniformed Services/Transportation departments. The manager ensures quality service delivery to all guests before and throughout their stay, maintaining an attentive, friendly, efficient, and courteous atmosphere. This role is pivotal in maximizing room revenue and occupancy by managing daily front office operations. Responsibilities include responding promptly to guest requests, complaints, and feedback, motivating and coaching Guest Services personnel, preparing employee schedules aligned with business forecasts and payroll budgets, and adhering strictly to Highgate's Standard Operating Procedures (S.O.P.s). The Front Office Manager actively participates in revenue and occupancy forecasting, coordinates communication across departments such as Housekeeping, Reservations, and Accounting, and ensures compliance with credit policies and cash handling standards. This position demands excellent leadership skills, effective communication, multitasking abilities, and a customer-oriented mindset. The employment type is full-time with yearly compensation, reflecting the significance and scope of this leadership role within Highgate Hotels' operational structure. The right candidate will demonstrate a commitment to maintaining high standards of service, employee development, and operational efficiency, contributing directly to the guest experience and the overall success of the hotel property.

Job Requirements

Progressive experience in hotel or related field totaling at least 5 years
Supervisory experience
Proficiency in Windows and Microsoft Office
Strong customer service skills
Excellent communication skills
Ability to work long hours as necessary
Ability to multitask and prioritize
High standards of personal appearance and grooming
Adherence to company standards and policies
Effective problem-solving skills
Capacity to maintain confidentiality
Regular attendance as required
Participation in managerial coverage
Attendance at all required trainings and meetings

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
Ability to demonstrate exceptional customer service skills
Proficient in Windows and Microsoft Office
Able to work long hours as needed
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 skills
Able to multitask and prioritize departmental functions to meet deadlines
Approach all encounters with guests and employees attentively, friendly, courteously and service-oriented
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 including wearing nametags
Comply with Highgate Hotel standards and regulations to ensure safe and efficient operations
Maximize productivity efforts, identify problems and assist in solutions
Effective in handling problems including anticipating, preventing, identifying and solving
Able to understand and evaluate complex information and data to meet objectives
Maintain confidentiality of information
Perform other duties as requested by management

Job Duties

Respond to all guests' requests, problems, complaints and/or accidents 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 and analyzing rate variance
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 timely
Prepare employee schedules 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 and accounting
Ensure timely completion of Wage Progress, Productivity and Ten Day Forecast reports according to Highgate Hotel S.O.P.s
Maintain professional relationships and promote open communication with managers, employees and other departments
Work closely with Accounting on follow-up items like returned checks and employee discrepancies
Operate all aspects of the Front Office computer system including software maintenance and report generation
Monitor proper operation of the P.B.X console and enforce SOPs
Ensure staff greet and welcome all guests according to SOPs
Implement all Highgate Hotel policies and house rules
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 messages, packages, and mail professionally and timely
Maintain constant communication with Housekeeping, Reservations, and Credit Manager
Coordinate all aspects of Highgate Hotel service philosophy implementation
Ensure correct and accurate cash handling
Enforce all Highgate Hotel credit policies
Maintain attentive, friendly, helpful and courteous behavior with guests, managers and employees
Maintain and monitor Lost and Found procedures
Establish and maintain key control system
Participate in monthly Highgate Hotel team meetings
Focus Guest Services Department on contributing to Guest Service and audit scores
Monitor all VIPs, special guests and requests
Maintain required pars of front office supplies
Review daily Front Office reports generated by Night Audit
Review Front Office and Guest Request logs daily