Front Office Manager

## Compensation Type Yearly ## Highgate Hotels Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com ## Location This 242-room hotel, located on the corner of Maiden Lane and Broadway, is housed in a historic building that dates back to 1903 and was originally a part of Manhattan's first jewelry district. The hotel's design by Stonehill & Taylor recalls its rich history by working with time and money as reoccurring themes. For guests looking to explore Lower Manhattan, the hotel is within walking distance of downtown's most popular sites including One World Trade, One World Observatory, 911 Memorial and Museum, Wall Street and Battery Park. Residence Inn New York World Trade Center 170 BroadwayNew York, NY 10007 ## Overview The Front Office Manager is responsible for ensuring the operation of the Guest Services, Concierge and Uniformed Services/Transportation in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. ## Responsibilities - 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. 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 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 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 a professional working relationship and promote open lines of communication with managers, employees and other departments. - Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc. - Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming. - Mon…