Front Office Specialist

Front Office Specialist

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. www.highgate.com.

INN at SCHOFIELD BARRACKS

The Front Office Specialist is responsible for the management of all daily aspects of the Front Office and Convenience Store while providing all guests with quality service, maximizing room revenue and productivity, and developing managers and employees.

Fundamental Requirements

• Respond to all guest requests, problems, complaints and/or accidents. Follow up to ensure guest satisfaction.
• Motivate, train, and support all Front Office personnel according to hotel standards.
• Assist with interviews for the Front Office Department and Convenience Store hiring procedures according to Highgate Hotel Standards.
• Develop employee morale and ensure training of Front Office personnel.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Ensure implementation of all Highgate Hotel policies and house rules.
• Ensure PCI compliance in all of your areas.
• Monitor room inventory to ensure the maximization of rooms revenue and occupancy.
• Assist in preparing employee schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Tour Front Office operating departments daily, greeting employees and soliciting feedback.
• Analyze rate variance and monitor credit report.
• Monitor and respond to guest satisfaction surveys and social media platforms.
• Monitor expenses to ensure expense control and maximize profit.
• Strictly enforce front office and accounting SOPs.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Conduct daily Front Office stand-up.
• Have regular performance review meetings with associates
• Monitor labor expenses through schedule approval process and ensure budgeted productivity is met.
• Operate all aspects of the Front Office and Convenience Store computer system, including software maintenance, report generation and analysis, and simple programming.
• Take an active role in AOS planning, preparation, and subsequent Action Plan execution.
• Responsible for maintaining Convenience Store inventory and daily display.
• Partner with other department heads to find efficiencies and ensure operational synergy
• Responsible to ensure effective processes and response time of guest interactive tools to include texting, apps, and social media channels.
• Monitor all V.I.P.'s, special guests, and group requests.
• Ensure overall guest & associate satisfaction.
• Involvement in the Lobby Ambassador coverage.
• Have knowledge of emergency & crisis management procedures and assist as needed.

Education & Experience

• At least 3 years of progressive experience in a hotel or a related field.
• Knowledge of Opera Cloud preferred.
• Must be proficient in Windows, Company approved spreadsheets and word processing.

Physical requirements

• Flexible and long hours sometimes required.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift

General Requirements

• Outstanding verbal and written communication skills with all level of employees and guests.
• 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.
• 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, including 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.
• Maintain a warm and friendly demeanor at all times.

Salary Range ($21.00/hr - $23.00/hr)