Founded in 1988, Highgate Hotels is a privately-held hotel management company with national and international investments with headquarters in Dallas, TX. ; New York, NY; Vancouver, Canada and London, England.  The company's is one of the industry's leaders in the management and marketing of a high-quality, dynamic portfolio which includes illustrious hotel brands throughout the United States, Canada and Europe such as Hilton, Westin, Hyatt, Sheraton, Doubletree, Embassy Suites, Hilton Garden Inn, Hampton Inn, Radisson, and Marriott. In addition, Highgate Hotels owns and/or manages a number of distinguished independent hotels including the notable Park Central in New York and the renowned Parc 55 in San Francisco. The company's current portfolio includes over 40 hotels globally, totaling more than 19,000 rooms, each designed to offer unique experiences for astute travelers.
   
Highgate Hotels is a fully integrated hotel company made up of over 10,000 associates worldwide with a corporate staff of over 75 associates in the areas of Operations, Human Resources, Sales, Marketing, Revenue Management, Design & Construction, Acquisitions & Development, Finance, Accounting, Tax, and Legal.

The Guest Services 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.

DUTIES & FUNCTIONS

Fundamental Requirements:

MAY be asked to work alternately between the Food &
Beverage Department and the Front Office at any time.

? 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 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.
? Operate radios efficiently and professionally in
communicating with hotel staff. Ensure the proper use of
radio etiquette within the department.
? 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.
? Be familiar with all corporate sponsored programs such
as airline mileage, Triple Upgrade, or V.I.P. 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.

Education & Experience:
? 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.
? Must be proficient in Windows, Company approved
spreadsheets and word processing.
? Must have a valid driver?s license from the applicable
state.


Physical requirements:
? Long hours sometimes required.
? Light work - Exerting up to 20 pounds of force
occasionally, and/or up to 10 pounds of force frequently
or constantly to lift, carry, push, pull or otherwise
move objects.
? Ability to stand during entire shift.


General Requirements
? 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.