San Francisco Hotel Operations Director

6 days ago


San Francisco, California, United States Highgate Full time

Hyatt Regency San Francisco Downtown SOMA is an artful blend of chic design and exemplary service. The hotel offers 686 guestrooms and is conveniently located in the South of Market district, within walking distance to Union Square shops and designer boutiques. Our Front Office Manager will be responsible for ensuring the operation of the Guest Services, Concierge, and Uniformed Services/Transportation departments in an attentive, friendly, efficient, and courteous manner. This includes responding to all guests' requests, problems, complaints, and/or accidents presented at the Front Desk or through reservations, comment cards, letters, and/or phone calls. They will also follow up to ensure guest satisfaction, motivate, coach, counsel, and discipline Guest Services personnel according to Highgate Hotel S.O.P.'s, and prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s. Other responsibilities include developing employee morale and ensuring training of Guest Services personnel, maximizing room revenue and occupancy by reviewing status daily, analyzing rate variance, monitoring credit report, and maintaining close observation of daily house count. The Front Office Manager will also 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, and ensure that no-show revenue is maximized through consistent and accurate billing. In addition, they will 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, and must maintain constant communication with Housekeeping, Reservations, and the Credit Manager. Finally, the Front Office Manager will 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. Compensation: $75k-$85k/annually



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