Assistant Front Office Director
Job Title: 
Assistant Front Office Director
Property Name:
Park Central Hotel San Francisco
Location: 
California-San Francisco/Marin
Company Name: 
Management  Position? 
Yes
Entry Level Position? 
No
Work Permit Needed? 
Applicants who do not already have legal permission to work in the United States will not be considered.
 
Corporate Overview
Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu. Highgate also has an expanding presence in key European markets through properties in London, Paris, Barcelona, Vienna and Prague. Highgate's portfolio of global properties represents an aggregate asset value exceeding $10B and generates over $2B in cumulative revenues.

The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition.

Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry's most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas and Seattle.
Job Description
Responsibilities
  • Communicates effectively both orally and in writing to provide clear direction to staff.
  • Observes performance and encourages improvement. Interviews, selects, trains, supervises, evaluates, counsels, and administers disciplinary procedures for front office staff.
  • Monitors lobby traffic and makes staffing adjustments as required.
  • Reviews VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests. Updates system by inputting inventory and non-inventory groups.
  • Monitors special reservation requests handling and oversees rate changes on in-house guests.
  • Computes daily payroll, schedules, and other reports. Analyzes data and makes decisions based on prior experiences and knowledge of circumstances to prepare daily and weekly forecast of expected arrivals and departures.
  • Manages front office staff, resolves guest concerns, and implements resolutions by using discretion and judgment.
  • Regular attendance in conformance with the standards, which may be established by Highgate Hotels from time to time, is essential to the successful performance of this position.
  • Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
  • Frequently serves in role as Manager On Duty.
  • Performs other duties and responsibilities as assigned or required.
Job Requirements
Qualifications
  • High school graduate or equivalent required.
  • Four year college degree preferred.
  • Minimum of one year of front office experience.
  • Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
  • Ability to read, write, speak and understand the English language to communicate effectively with guests and employees.
  • Thorough organization and supervisory skills proficient in accomplishing the task.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
  • Interpersonal skills to provide overall guest satisfaction.
  • Ability to work under pressure and deal with stressful situations during busy periods.
  • 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.
  • Maintain regular attendance in compliance with Highgate Hotels Standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
  • Comply with Highgate Hotels 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 apply complex information, data, etc. from various sources to meet appropriate objectives.
  • Must be able to cross-train in other hotel related areas.
  • Must be able to maintain confidentiality of information.
  • Must be able to show initiative, including anticipating guest or operational needs.
  • Perform other duties as requested by management.