Job Overview
Employment Type
Hourly
Compensation
Type:
Hourly
Rate:
Exact $24.94
Work Schedule
Standard Hours
On-call
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Professional development opportunities
Paid holidays
Job Description
Highgate Hotels is a premier real estate investment and hospitality management company, widely recognized as an innovator in the hospitality industry. With a strong footprint in key U.S. gateway markets such as New York, Boston, Miami, San Francisco, and Honolulu, Highgate also boasts a rapidly expanding global presence across Europe, Latin America, and the Caribbean. The company manages a vast portfolio of global properties valued at over $20 billion, generating more than $5 billion in cumulative revenues. Highgate’s comprehensive services cover all stages of the hospitality property cycle, including planning, development, recapitalization, and disposition. Moreover, Highgate develops bespoke hotel brands... Show More
Job Requirements
- High school diploma or equivalent
- Minimum of 5 years progressive hotel or related field experience
- Supervisory experience
- Proficiency in Microsoft Windows and office applications
- Valid driver’s license
- Ability to work varying hours including overtime
- Ability to handle physical requirements of the role including lifting up to 20 pounds
- Strong communication skills
- Ability to multitask and prioritize
- Commitment to excellent guest service
- Ability to maintain confidentiality
- Attend required meetings and trainings
- Maintain professional appearance and grooming
- Comply with company policies and standards
- Problem-solving aptitude
- Maintain consistent attendance
- Perform additional duties as assigned
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
- Must have a valid driver’s license from the applicable state
- Long hours sometimes required
- Light hours sometimes required
- Ability to exert up to 20 pounds of force occasionally, and/or up to 10 pounds frequently or constantly to lift, carry, push, pull or move objects
- Maintain a warm and friendly demeanor at all times
- Effective verbal and written communication with all levels of employees and guests
- Ability to listen, understand, and clarify concerns
- Strong multitasking and prioritizing skills
- Attend all hotel required meetings and trainings
- Participate in M.O.D. coverage as required
- Maintain regular attendance in compliance with Highgate standards
- Maintain high standards of personal appearance and grooming
- Comply with Highgate standards and regulations for safe and efficient hotel operations
- Identify problem areas and assist in implementing solutions
- Effective problem handling skills including anticipating, preventing and solving problems
- Ability to understand and evaluate complex information
- 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 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 time
- 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 timely completion of Wage Progress, Productivity and Ten Day Forecast according to S.O.P.s
- Maintain professional working relationships and promote open communication with managers, employees and other departments
- Work closely with Accounting on follow-up items such as returned checks and rejected credit cards
- Operate all aspects of the Front Office computer system including report generation and simple programming
- Monitor proper operation of the P.B.X. console and ensure compliance with S.O.P.s
- Ensure staff greet and welcome all guests approaching the Front Desk as per S.O.P.s
- 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 timely logging and delivery of all messages, packages, and mail
- Maintain constant communication with Housekeeping, Reservations and the Credit Manager
- Operate radios efficiently and ensure adherence to radio etiquette
- Coordinate implementation of Highgate Hotel’s philosophy of service
- Ensure correct and accurate cash handling at the Front Desk
- Follow and enforce all Highgate Hotel credit policies
- Maintain attentiveness, friendliness, helpfulness and courtesy of employees at all times
- Manage Lost and Found procedures according to Highgate standards
- Establish and maintain key control system
- Participate in departmental monthly Highgate Hotel team meetings
- Focus Guest Services Department on contributions to Guest Service and audit scores
- Monitor V.I.P.s, special guests and requests
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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