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.

Highgate Hotels® is a leading independent Hospitality
Management firm serving some of the country?s largest
and most sophisticated institutional Hotel Owners.

ABOUT HIGHGATE:
Highgate is a privately held firm focused on a culture
that celebrates the individuality of our properties, our
guests and our valued associates. We are committed to
providing custom services in real estate and hospitality
investments and providing hotel management services to
third parties.

Founded in 1988, Highgate Hotels is headquartered in
Dallas, Texas with additional corporate divisions in New
York and London. Highgate Hotels is a distinguished
industry leader in the management and marketing of
hotels across the hospitality spectrum, and since
inception has owned, individually and with its partners,
over 80 distinctive properties. Our organization?s
portfolio consists of hotels and resorts located
throughout the United States, Caribbean, Canada and
Europe. Our diversified brand affiliations include
Hilton, Westin, Hyatt, Sheraton, Doubletree, Hilton
Garden Inn, Hampton Inn, Radisson, Wyndham, Courtyard
and Marriott.

In addition, Highgate Hotels owns and/or manages a
number of notable independent and boutique hotels
including the renowned Park Central and Paramount hotels
in New York City. The company?s current collection
includes over 40 locations globally, totaling more than
22,000 rooms, each designed to offer unique experiences
for astute travelers. Our distinctive style sets
Highgate Hotels apart from its competitors. This,
combined with our focus on quality service, top-line
sales and bottom line results makes Highgate Hotels the
first choice for management investors.

Highgate Never Settles for the Ordinary... We are
committed to being Extraordinary!


Highgate Hotels® is a leading independent Hospitality
Management firm serving some of the country?s largest
and most sophisticated institutional Hotel Owners.

Guest Experience Manager leads The Manhattan atTimes
Square Hotel to exceed all our guests? expectations
while increasing Loyalty to our hotel. They possess a
dynamic, outgoing demeanor with a passion for
?Delivering the Wow? of industry leading service while
demonstrating exemplary problem resolution skills. They
will continually strive to exceed hospitality and
industry standards, while ensuring both guest and team
satisfaction. They lead the Team assuring we Greet our
guests with a Welcoming Smile, Own the Problem, Look the
Part, and Deliver the ?Wow? at all times.

Takes the lead in ?Owning the Problem? and ?Delivering
the Wow? while embracing the guest advocates role in
assisting other departments on the key drivers of guest
service

* Develops and maintains strong rapport with all other
departments and outlets of the hotel

* Maintains a detailed knowledge of all guest ratings
and comments to establish a culture throughout the team
for owning issues and resolving them to the fullest

* Cultivates an environment for the elimination of
repeat guest concerns

* Uses discretion at all times while handling arising
challenges

* Conducts oneself in a professional and courteous
manner at all times, including physical and verbal
interactions with guests and fellow team members

* Develops new ways to enhance and enrich guest
experiences and service through guests? one-on-one
interactions, over the telephone or through email

* Implements tracking measures to establish the root
cause and eliminate recurrence through sustained and
regular review of repetitive issues

* Responds to escalated guest concerns in a considerate,
professional and positive manner by showing empathy and
actively listening to our guests

* Takes ownership with follow-up of guest concerns by
managing the Guest Satisfaction Log and effectively
liaising with all department heads to ensure all
outstanding issues are appropriately resolved and
exceeding guest expectations in an expedient manner

* Serves as a visible front-of-house position and uses
effective planning and time management skills to
properly balance front-of-house and essential
administrative duties, ensuring all operational needs
are met

* Keeps guest and company information confidential

* Leads the hotel in achieving and exceeding
quantitative and qualitative goals and targets set for
Guest Services, guest satisfaction ratings and team
member satisfaction

* Responsible for achieving objectives as defined by the
balanced scorecard metrics, ensuring that all company
initiatives and other priorities as communicated by
senior management are positively supported

* Oversees the management of the hotel business center,
ensuring that all equipment is maintained in good
working order and advance planning is put into place to
ensure that long-term equipment needs are met

* Follows up to ensure that all relevant collateral is
printed in a timely manner and properly displayed in the
business center

* Maintains current knowledge of local area for
directions, transportation, tourist attractions, regular
events and special functions by reviewing all available
data in order to provide guests with accurate
information

* Continually updates job knowledge by investigating new
trends in customer service, reviewing professional
publications, establishing personal networks, and the
sharing of best practices, lessons learned, and new
benchmarks with hotel management

* Ability to perform all emergency and safety related
duties as required

Skills and Physical Requirements:

* Ability to communicate, read and write in English
clearly, distinctly, and cordially with guests and team
members

* Ability to speak additional languages (e.g., Spanish,
French, German, Italian, or Portuguese) preferred but
not essential

* Ability to exert up to 25 pounds of force
occasionally, and/or 10 pounds of force frequently or
constantly lift, carry, push, pull or otherwise move
objects

* Ability to stand for long periods of time

OPERA knowledge is preferred.

Education and Experience Requirements:

* Minimum two years front-of-house
managerial/operational experience in a hotel or other
hospitality related industry

* Ability to effectively deal with internal and external
guests, some of whom will require high levels of
discretion, patience, tact, and diplomacy

* Knowledge of principles and processes for providing
exemplary customer and personal service including needs
assessment, problem resolution, and achievement of
quality service standards

* Ability to communicate diplomatically with managers
and hotel team members to resolve problems and negotiate
amicable resolution to challenging issues