Front Office Manager

New York, New York
Courtyard Manhattan Upper East Side
Highgate Hotels

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with 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 consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle

Location

With an idyllic location on Manhattan’s Upper East Side, the Courtyard Manhattan/Upper East Side is perfectly situated in a vibrant, residential neighborhood on 92nd Street at First Avenue. This contemporary hotel recently completed a guestroom and lobby revitalization project and is close to Central Park, the Metropolitan Museum of Art, the Guggenheim Museum and Yankee Stadium while still being convenient to Midtown. The hotel has 226 guestrooms (including 16 suites) plus onsite facilities.

Courtyard NY Manhattan

410 East 92nd ST

New York, NY 10128

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.
  – Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.’s in its use.
  – Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.’s.
  – Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
  – Ensure sign off of all Service Standards by Position for Guest Services staff.
  – Assist in preparation of revenue and occupancy forecasting.
  – Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  – Must maintain constant communication with Housekeeping, Reservations and the Credit Manager
  – Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
  – Ensure correct and accurate cash handling at the Front Desk.
  – Follow and enforce all Highgate Hotel credit policies.
  – Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
  – Maintain and monitor “Lost and Found” procedures and policies according to Highgate Hotel standards.
  – Establish and maintain key control system.
  – Ensure participation within department for monthly Highgate Hotel team meeting.
  – Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
  – Monitor all V.I.P.’s, special guests and requests.
  – Maintain required pars of all front office and stationary supplies.
  – Review daily Front Office work and activity reports generated by Night Audit.
  – Review Front Office log book and Guest Request log on a daily basis.