Director of Front Office
Company: Highgate Hotels L.P.
Location: Honolulu
Posted on: March 17, 2023
Job Description:
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 a key presence in Barcelona. 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
The all-new, vibrant 'Alohilani Resort Waikiki Beach blends indoor
and outdoor luxury to elevate the experience of Oahu resorts. Every
space has been envisioned by award-winning design firm, Rockwell
Group. Fresh, welcoming and relaxing, it's an oasis of tranquility
in the heart of Waikiki.
Experience our spacious, welcoming lobby and captivating 280,000
gallon Oceanarium unique to Honolulu resorts. Coming soon, the
destination pool deck with private cabanas will offer a saltwater
infinity pool, a shallow-water pool and club for kids, and a pool
bar that seamlessly transitions from day to night. With a location
steps from Waikiki Beach, it's where Hawaii vacations turn moments
into memories.
Our resort is proudly named in honor of Queen Lili'uokalani, the
last reigning monarch of the Hawaiian Kingdom. Beloved by her
people, she was a music composer, an author and an ardent supporter
of her culture. Her spirit is infused into the resort, which shares
the same privileged location as her beachside home Ke'alohilani,
meaning the royal brightness. Welcome to a fresh perspective on
resorts in Waikiki. 'Alohilani Resort Waikiki Beach.
Overview
The Director of Front Office -is responsible for ensuring the
operation of Guest Services, Valet, and Front Desk service 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. - This
position will also be a liaison to leased restaurant and retail
operations that are based in the hotel.
Responsibilities
- Respond to all guest requests, problems, complaints and/or
accidents. Follow up to ensure guest satisfaction.
- Motivate, train, and counsel all Front Office personnel
according to hotel standards.
- Conduct all Front Office interviews and follow hiring
procedures according to Highgate Hotel Standards.
- Develop employee morale and ensure training of Front Office
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.
- Monitor room inventory to ensure the maximization of rooms
revenue and occupancy.
- Tour Front Office operating departments daily, greeting
employees and soliciting feedback.
- Analyze rate variance and monitor credit report.
- Monitor and support guest satisfaction surveys and social media
platforms.
- Monitor expenses to ensure expense control and maximize profit,
using checkbook accounting as a control mechanism.
- Strictly enforce front office and accounting SOP's.
- Conduct walk-throughs of public areas and guestrooms to ensure
that cleanliness and maintenance standards are met.
- Conduct regular Front Office meetings.
- Have regular performance review meetings with managers and
employees.
- Monitor labor expenses through schedule approval process and
ensure budgeted productivity is met.
- Work in conjunction with the Director of Rooms to prepare the
Front Office annual budget.
- Operate all aspects of the Front Office computer system,
including software maintenance, report generation and analysis, and
simple programming.
- Carry a hotel issued cell phone at all times.
- Monitor all V.I.P.'s, special guests and requests.
- Ensure overall guest satisfaction.
- Involvement in the Lobby Ambassador coverage.
- Ensure overall associate 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 Front Office management experience is
required.
- 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.
-
- 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
- Hold a valid driver's license.
Keywords: Highgate Hotels L.P., Honolulu , Director of Front Office, Administration, Clerical , Honolulu, Hawaii
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