Front Desk Manager

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu. Highgate also has an expanding presence in key European markets through properties in London, Paris, Barcelona, Vienna and Prague. Highgate's portfolio of global properties represents an aggregate asset value exceeding $10B and generates over $2B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry's most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

The Front Desk Manager is responsible for ensuring the operation of the Front Office and Front Services 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.

Assist daily in the hotel lobby.
• Responds daily to guest requests; both in house and pre and post stay.
• Communicates effectively and genuinely with guests, team members and other departments.
• Assists and often leads guest service training initiatives within the front office department
• Maintains a friendly and caring demeanor at all times in a fast paced environment.
• Motivate, coach, counsel and discipline all assigned personnel according to hotel standards.
• Develop employee morale and ensure training of front office associates.
• Monitor oversold dates to ensure the maximization of rooms revenue.
• Monitor labor expenses through schedule approval process and ensure budgeted productivity.
• Prepare associates for succession through development of their need areas.
• Understand and operate all aspects of the Front Office computer systems, including software maintenance, report generation and analysis, and simple programming.
• Interviews, hire and train guest services agents
• Maintains a house bank and keeps an accurate report of daily receipts and deposits.
• Is able to work with and understand basic financial data and information.

• 4 years of management or related experience required. OPERA experience preferred.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.