Front Office Manager

- 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 Front Office personnel according to Highgate Hotel S.O.P.'s.
- Carry Vocera communication device at all times
- Prepare and conduct all Front Office interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
- Develop employee morale and ensure training of Front Office personnel and execution of Forbes standards.
- 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, close the house as needed, etc.
- Attend daily and monthly Rooms Upselling/Merchandizing meetings.
- Support Highgate core values: passion, innovation, integrity, ownership and community.
- Participate in required M.O.D. program as scheduled.
- Review Front Office 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., rejected credit cards, employee cashiering 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 any member of the Front Office team in accordance with Highgate Hotel S.O.P.'s.
- Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
- Create S.O.P.'s and revise existing ones as needed.
- Ensure sign off of all Service Standards by Position for Front Office 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.
- Operate communication devices efficiently and professionally in communicating with hotel staff. Ensure the proper use of communication etiquette within the department.
- Coordinate all aspects of the ongoing implementation of The Newbury Boston 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 Front Office Department on their role in contributing to the guest satisfaction and audit scores.
- Monitor all V.I.P.'s and special guest 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.
- Ensure completion of daily MOD checklist.
- Be familiar with all corporate sponsored programs, luxury programs, and the standards and procedures for each.
- Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
- Conduct meetings according to Highgate Hotel standards as required by management.

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