Front Desk Manager

2 months ago

PrincetonNew JerseyUS, United States Graduate Princeton Full time
Compensation Type: Yearly 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, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B 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:

 

Graduate Princeton - Princeton, NJ

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.

 

 

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.
  • The ability to demonstrate exceptional Customer Service Skills.
  • Must be proficient in Windows and Microsoft Office.
  • 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.
  • 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, which include 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.

 

  • Front Desk Manager

    7 months ago

    Princeton, United States Highgate Full time

    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 ...

  • Front Desk Manager

    5 months ago

    Princeton, United States Graduate Princeton Full time

    Compensation Type: Yearly 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, with a rapidly expanding presence in Europe, Latin America, and the...

  • Front Desk Supervisor

    2 days ago

    Princeton, New Jersey, United States Princeton Medical Group Inc Full time

    Front Desk SupervisorWe are seeking a dedicated Front Desk Supervisor to join our dynamic team at Princeton Medical Group Inc.About UsOur organization is a private medical practice with a commitment to delivering excellent medical care with compassion. With over 30 providers and 8 medical specialties, we provide a wide range of services to our patients.Job...

  • Medical Front Desk Supervisor

    2 days ago

    Princeton, New Jersey, United States Princeton Medical Group Inc Full time

    Job SummaryWe are seeking a highly skilled Front Office Manager to oversee our front desk/patient registration staff. As an important part of our clinical operations, this role will include interviewing potential candidates, training new personnel, and reviewing performance reviews.

  • Front Desk Representative

    2 weeks ago

    Jersey City, United States Angela Scribe Full time

    Job Title: Front Desk RepresentativeLocation: Jersey City, NJ Department: Customer Service Reports To: Front Desk Supervisor Job Summary: We are seeking a friendly, professional, and organized Front Desk Representative to join our team. The ideal candidate will be the first point of contact for visitors, clients, and employees, ensuring a positive and...

  • Front Desk Representative

    1 week ago

    Jersey City, United States Angela Scribe Full time

    Job Title: Front Desk RepresentativeLocation: Jersey City, NJDepartment: Customer ServiceReports To: Front Desk SupervisorJob Summary:We are seeking a friendly, professional, and organized Front Desk Representative to join our team. The ideal candidate will be the first point of contact for visitors, clients, and employees, ensuring a positive and efficient...

  • Front Desk Representative

    6 days ago

    Jersey City, United States Angela Scribe Full time

    Job Title: Front Desk RepresentativeLocation: Jersey City, NJDepartment: Customer ServiceReports To: Front Desk SupervisorJob Summary:We are seeking a friendly, professional, and organized Front Desk Representative to join our team. The ideal candidate will be the first point of contact for visitors, clients, and employees, ensuring a positive and efficient...

  • Front Desk Associate

    2 days ago

    Princeton, New Jersey, United States Graduate Princeton Full time

    About the RoleAs a Front Desk Associate at Graduate Princeton, you will be responsible for providing exceptional guest service and ensuring a seamless experience for all visitors.Salary and BenefitsWe offer a competitive hourly rate of $18-$22 per hour, depending on experience. Additionally, we provide a comprehensive benefits package, including health...

  • Medical Front Desk Specialist

    2 weeks ago

    Princeton, United States Robert Half Full time

    Job DescriptionJob DescriptionWe are offering a contract opportunity for a Medical Front Desk Specialist in the healthcare, hospitals, and social assistance industry, located in Princeton, New Jersey. As a Medical Front Desk Specialist, you will be the first point of contact for our patients and responsible for ensuring efficient administration of the...

  • Front Desk Manager

    4 months ago

    New York, United States Marriott International Inc Full time

    Job DescriptionJOB SUMMARY Entry level management position that is responsible for leading and assisting with the successful completion of daily shift requirements. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives to ensure guest and employee satisfaction and achieve the operating budget. Assists in completing...

  • Medical Front Desk Specialist

    2 weeks ago

    Princeton, United States Robert Half Full time

    Job DescriptionJob DescriptionWe are offering a contract to permanent position as a Medical Front Desk Specialist. This role is based in Princeton, New Jersey. As a Medical Front Desk Specialist, your primary tasks will include managing customer interactions, ensuring accurate record keeping, and contributing to the effective administration of the healthcare...

  • Front Desk Operations Supervisor

    2 days ago

    Princeton, New Jersey, United States Princeton Medical Group Inc Full time

    About UsAt Princeton Medical Group Inc, we strive to deliver excellent medical care with compassion. Our mission has always been to provide top-notch services to our patients.Job ResponsibilitiesThe successful candidate will be responsible for overseeing all aspects of front desk operations, including interviewing and training new staff members, conducting...

  • Front Desk Associate

    2 months ago

    Jersey City, United States LIVunLtd Full time

    LIVunLtd is seeking a reliable Front Desk Associate who can handle a variety of tasks simultaneously, while also delivering a high level of customer service. As a Front Desk Associate you are responsible for greeting residents / guests as they check in at the front desk, providing tours of the amenity space, and answering inquiries and requests. You must...

  • Front Desk Supervisor

    7 months ago

    New York, United States The Greenwich Hotel Full time

    Front Desk Supervisor for Luxury Hotel Job description - Our ideal Front Desk Supervisor will integrate seamlessly into our dynamic Front Desk Concierge team. This individual must be a proven leader with the ability to graciously solve problems, remain cool in challenging situations and provide a balanced, consistent voice of reason. The Front Desk...

  • Front Desk Supervisor

    2 months ago

    New York, United States Hersha Hospitality Management Full time

    Supervise front desk operations in accordance with established guest service, quality and sustainability standards. Your Growth Path Assistant Front Office Manager - Front Office Manager - Assistant General Manager Your Focus. Interview, select, trai Front Desk, Supervisor, Office Manager, Operations, Hospitality, General Manager

  • Front Desk Representative

    1 month ago

    Jersey City, United States Angela Scribe Full time

    Job Title: Front Desk Representative Location: Jersey City, NJ Job Type: Full-Time Job Summary: As a Front Desk Representative, you will be the first point of contact for our company. You will manage the front desk operations, greet clients and visitors, handle phone calls, and provide administrative support to ensure a smooth flow of daily activities. This...

  • Front Desk Associate

    2 days ago

    Jersey City, New Jersey, United States Concord Hospitality Full time

    Hotel Front Desk RoleWe are seeking a skilled and courteous Front Desk Agent to provide exceptional guest service at our hotel. The ideal candidate will have a passion for serving others and possess excellent communication skills.The successful candidate will be responsible for:Assisting guests efficiently and professionally at all timesMaintaining a high...

  • Front Desk Representative

    2 weeks ago

    Jersey City, United States Biz Voice Boost Full time

    Job Title: Front Desk Representative Location: Jersey City, NJ Department: Office Job Type: Full-time Job Summary: We are seeking a professional and friendly Front Desk Representative to be the first point of contact for our clients, visitors, and employees. The ideal candidate will have excellent communication and customer service skills, a positive...

  • Front Desk Agent

    10 hours ago

    Jersey City, United States Concord Hospitality Full time

    Description Front Desk & Guest Care Pay: $19 We are looking for people that have a passion to serve others! Working at the front desk means you are at the hub of the hotel with the most interaction with our guests. Your role is key to the overall experience the guest will have. Your keen sense of being proactive, responsive and caring will make all the...

  • Front Desk Agent

    2 weeks ago

    Jersey City, United States Concord Hospitality Full time

    Front Desk & Guest Care Pay: $19 We are looking for people that have a passion to serve others! Working at the front desk means you are at the hub of the hotel with the most interaction with our guests. Your role is key to the overall experience the guest will have. Your keen sense of being proactive, responsive and caring will make all the difference. If...