Director of Guest Services

1 week ago


San Francisco, California, United States Highgate Full time
Job Summary

We are seeking an experienced Front Office Manager to lead our Guest Services team. This key role is responsible for ensuring exceptional guest experiences, maximizing room revenue and occupancy, and upholding Highgate's standards of service excellence.

Key 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.
  • Motivate, coach, counsel, and discipline all Guest Services personnel 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, analyzing rate variance, monitoring credit reports, and maintaining close observation of daily house count.


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