Highgate Hotels

  • Director of Front Office Operations

    Requisition ID
    2018-4887
    Category
    Front Office Operations
    Job Location
    US-NY-New York
    Property
    Renaissance Hotel 57
  • Highgate Hotels

    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.

    Location

    Renaissance Hotel 57

     

    Renaissance New York Hotel 57 is a contemporary 17-story hotel perfectly situated on Lexington Avenue at the corner of 57th Street, steps from Central Park, Fifth Avenue and Bloomingdales while walking distance to Radio City Music Hall, Rockefeller Center, The Museum of Modern Art and many boutiques and restaurants.  All major public transportation (bus and subway lines) are within a few blocks. The hotel offers 205 guestrooms (including 19 suites) which are tastefully appointed with modern décor and upscale amenities.

    Employment Status

    Full-Time

    Overview

    The Director of Front Office Operations is responsible for ensuring the operation of Guest Services, Uniformed Services and Reservations in an attentive, friendly, efficient and courteous manner, providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employees.

    Responsibilities

    • Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
    • Respond to all guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
    • Be Champion of all Marriott Brand Inititaives and Marriott Rewards Loyalty Systems to ensure proper brand compliance. 
    • Ensure
    • Motivate, coach, counsel and discipline all personnel according to hotel standards.
    • Prepare and conduct all front-of-house interviews and follow hiring procedures according to SOP's. Actively support Human Resources with recruiting efforts.  Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures.
    • Develop employee morale and ensure training management and hourly personnel.
    • Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
    • Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
    • Ensure sign off of all Service Standards by Position competencies for Room Operations managers. Monitor completion of the Service Standards by Position Training Checklists for hourly staff.
    • Monitor oversold dates to ensure the maximization of rooms revenue.
    • Tour rooms operating departments daily, greeting employees and soliciting feedback.
    • Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel standards.
    • 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 Revenue meetings.
    • Help to complete the monthly reforecast and yearly budget for areas of repsonsibility.
    • Monitor and support the corporate Guest Recognition Program (Marriott Rewards).
    • Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
    • Monitor and ensure compliance with SOP’s in Rooms Operations.
    • Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
    • Coordinate major projects such as renovations, capital expenditures, equipment change-overs, etc.
    • Conduct weekly Room Operations meeting, including a monthly financial review.
    • Perform performance reviews according to SOP, and ensure that managers are in compliance with the standards in their administration of performance reviews to their employees.
    • Monitor labor expenses through schedule approval process and ensure budgeted productivity.
    • Prepare department heads for succession through development of their need areas.
    • Prepare the department annual budget, including other related areas as assigned.
    • Participate in required M.O.D. program as scheduled.
    • Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
    • Monitor proper operation of the hotel phone system and ensure that employees maintain S.O.P.'s in its use.
    • Assist in preparation of revenue and occupancy forecasting.
    • Carry a phone at all times. Operate phones, pagers and radios efficiently and professionally in communicating with hotel staff.
    • Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
    • Be knowledgeable of Marriott marketing programs, standards and procedures for each. Ensure that staff is knowledgeable in understanding and implementing corporate programs.
    • Monitor all V.I.P.'s, special guests and requests.
    • Ensure overall guest satisfaction.

    Qualifications

    • At least 6 years of progressive experience in a hotel or a related field; or a 4-year college degree and at least 2 years of related experience; or a 2-year college degree and 4 or more years of related experience.
    • Previous management experience required.
    • Marriott Brand and New York City Union experience a plus.
    • Must be proficient in Windows, Company approved spreadsheets and word processing.
    • Long hours sometimes required.
    • Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
    • 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 effective at listening to, understanding, and clarifying concerns raised by employees and guests.
    • Must be able to multitask and prioritize departmental functions to meet deadlines.
    • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
    • Attend all hotel required meetings and trainings.
    • Participate in M.O.D. coverage as required.
    • Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
    • Maintain high standards of personal appearance and grooming, including wearing nametags.
    • Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
    • 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.
    • Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
    • Must be able to maintain confidentiality of information.
    • Perform other duties as requested by management.
    • Maintain a warm and friendly demeanor at all times.

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