Front Office Manager

7 days ago

Dallas, Texas, United States The Joule Full time
Compensation Type: Yearly 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:

The Joule Dallas, TX

Built in the 1920s, the neo-Gothic landmark building at 1530 Main Street was originally the Dallas National Bank. It dominated the downtown skyline during a thriving era of Dallas banking and West Texas oil booms. Downtown Dallas flourished through the '80s, but as the 20th century drew to a close, it was a shadow of its former glory. A decade of development deals and massive renovations transformed the then-vacant bank building into a Forbes four-star boutique hotel. Aptly named after the international unit of energy, The Joule brought a charge to downtown Dallas when it opened in 2008. Through a series of further renovations and expansions as adjacent properties became available, The Joule has become a cultural, shopping, and dining destination—a forerunner in the renaissance of downtown Dallas.

Overview:

The Front Office Manager is responsible for the everyday running of the Front Desk operation and will be passionate about providing a memorable experience to our guests. The Front Office Manager will strive to inspire, lead and train the Front Desk team of enthusiastic associates. They will emphasize delivering high standards together with efficient, seamless, genuine, and personalized customer service. The Front Office Manager will keep an eye on the Front Desk and Lobby operations and atmosphere while anticipating, and quietly resolving any potential hiccups before they happen.

Responsibilities:
  • Meet or exceed Qualtrics/Forbes goals for Front Desk.
  • Display leadership in guest hospitality, exemplify excellent service and guest experience.
  • Assist Director of Front Office in exceeding budgeted goals (labor and operational costs).
  • Lead all Front Desk staff, including training, counseling, disciplining, terminating and performance reviews.
  • Inspire and establish a consistent understanding of company core culture.
  • Monitor financial operations and ensure front desk compliance with accounting controls and procedures.
  • Recruit and retain a Front Office team that is passionate about their craft, respectful of others and genuinely committed to exceeding guest expectations.
  • Conduct monthly department meeting with Front Desk staff.
  • Attend weekly GEM meeting, Resume meeting and send Resume Recap in a timely manner.
  • Conduct and review internal service audits with Dir of Front Office; address concerns and/or trends.
  • Resolve customer complaints and anticipate potential hiccups.
  • Prepare and communicate weekly schedule for FOH staff in a timely manner.
  • Review and approve timecards for payroll prior to Payroll Monday.
  • Review arrivals, departures and in-house guests to ensure proper handling of VIPs and their preferences and be able to discuss in daily meetings.
  • Provide seamless arrival/departure experience for VIPs:
  • Perform other reasonable job duties as requested by supervisor.
Qualifications:
  • At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
  • Supervisory experience required in a luxury environment.
  • The ability to demonstrate exceptional Customer Service Skills.
  • Able to work long hours as sometimes required.
  • Maintain a warm and friendly demeanor at all times.
  • 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.
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

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