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Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and Development
Employee assistance program
Job Description
Highgate is a premier real estate investment and hospitality management company renowned for managing over $15 billion in assets and a diverse portfolio of more than 400 hotels across North America, Europe, the Caribbean, and Latin America. Celebrated for its innovative approach over the past 30 years, Highgate combines expert guidance at every stage of the property lifecycle—from planning and development to recapitalization and disposition. This commitment to excellence and innovation is reflected in the company’s growing portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts that embody contemporary programming and digital expertise. Leveraging industry-leading revenue... Show More
Job Requirements
- High school diploma or equivalent
- At least 5 years of progressive work experience in a hotel or related hospitality field
- Supervisory experience
- Proficiency in Windows and Microsoft Office
- Strong customer service orientation
- Excellent verbal and written communication skills
- Ability to work flexible and long hours as needed
- Ability to maintain a warm and friendly demeanor
- Strong multitasking and prioritization skills
- Commitment to attendance and punctuality
- Adherence to company grooming and appearance standards
- Knowledge of hospitality industry terms and standards
- Ability to handle confidential information appropriately
- Willingness to attend trainings and meetings
- Effective problem-solving skills
- Ability to collaborate and communicate effectively with team members and guests
- Flexibility to participate in M.O.D. coverage
- Must be able to follow company policies and procedures
Job Qualifications
- At least 5 years of progressive experience in a hotel or a 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
- The ability to demonstrate exceptional customer service skills
- Must be proficient in Windows and Microsoft Office
- Able to work long hours as sometimes required
- Maintain a warm and friendly demeanor at all times
- Effective communication skills verbally and written with all levels of employees and guests
- Effective at listening, understanding and clarifying concerns raised by employees and guests
- Ability to multitask and prioritize departmental functions to meet deadlines
- Attend all hotel required meetings and trainings
- Participate in M.O.D. coverage as required
- Maintain high standards of personal appearance and grooming including wearing nametags
- Comply with Highgate Hotel Standards and regulations
- Maximize productivity and assist in implementing solutions
- Effective problem handling including anticipation, prevention and resolution
- Ability to understand and evaluate complex information 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 presented at the Front Desk or through reservations, comment cards, letters and/or phone calls in an attentive, courteous and efficient manner
- Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s
- 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
- 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 consistent and accurate billing of no-show revenue
- Maintain policies on purchase orders, vouchering of invoices and checkbook accounting
- Ensure wage progress, productivity and ten day forecasting are completed timely
- Promote open lines of communication with managers, employees and departments
- Operate all aspects of the Front Office computer system including software maintenance and report generation
- Monitor proper operation of the P.B.X. console
- Ensure staff greet and welcome all guests according to policies
- Implement all Highgate Hotel policies and house rules
- Assist in revenue and occupancy forecasting
- Ensure timely logging and delivery of messages, packages, and mail
- Maintain constant communication with Housekeeping, Reservations and Credit Manager
- Coordinate all aspects of the ongoing implementation of Highgate Hotel service philosophy
- Ensure correct and accurate cash handling
- Follow and enforce all credit policies
- Maintain attentiveness, friendliness and courtesy of employees
- Manage Lost and Found procedures
- Establish and maintain key control system
- Participate in monthly team meetings
- Focus the Guest Services Department on service and audit scores
- Monitor VIPs, special guests and requests
- Maintain stocks of front office supplies
- Review daily Front Office work and activity reports
- Review Front Office and Guest Request logs daily.
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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