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Highgate

Hospitality and travel-focused venture capital

Front Office Manager

Hotel Guest ServicesUpdated on Nov 10
Full-timeExton, PA, USANo salary listedIn-person

About the Job

Requirements

  • At least 5 years of progressive experience in a hotel or 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 is required.
  • Proficiency in Windows and Microsoft Office is required.
  • The ability to work long hours when required is required.
  • The ability to communicate effectively, verbally and in writing, with employees and guests at all levels in an attentive, friendly, courteous, and service-oriented manner is required.
  • The ability to listen effectively, understand, and clarify concerns raised by employees and guests is required.
  • The ability to multitask and prioritize departmental functions to meet deadlines is required.
  • Attendance at all hotel-required meetings and trainings is required.
  • Regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, is required.
  • High standards of personal appearance and grooming, including wearing nametags, are required.
  • Compliance with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations is required.
  • The ability to handle problems effectively, including anticipating, preventing, identifying, and solving problems, is required.
  • The ability to understand and evaluate complex information and data from various sources to meet appropriate objectives is required.
  • The ability to maintain confidentiality of information is required.

Responsibilities

  • Ensure the Guest Services, Concierge, and Uniformed Services/Transportation operations provide attentive, friendly, efficient, and courteous service to guests before and throughout their stay while maximizing room revenue and occupancy.
  • Respond to guest requests, problems, complaints, and accidents presented at the Front Desk or through reservations, comment cards, letters, or phone calls, and follow up to ensure guest satisfaction.
  • Motivate, coach, counsel, and discipline Guest Services personnel according to Highgate Hotel standard operating procedures.
  • Carry a cell phone at all times.
  • Prepare and conduct Guest Services interviews and follow hiring procedures according to Highgate Hotel standard operating procedures.
  • Develop employee morale and ensure Guest Services personnel are trained.
  • Maximize room revenue and occupancy by reviewing daily status, analyzing rate variance, monitoring credit reports, observing daily house counts, and monitoring daily selling status, including flash reports and allowances.
  • Attend daily and monthly Rooms Merchandizing meetings.
  • Participate in the Manager on Duty program as scheduled or required.
  • Review Guest Services staff work hours for payroll compilation and submit them to Accounting on time.
  • Prepare employee schedules according to business forecasts, payroll budget guidelines, and productivity requirements.
  • Maximize no-show revenue through consistent and accurate billing.
  • Maintain Highgate Hotel standard operating procedures regarding purchase orders, invoice vouchering, and checkbook accounting.
  • Ensure Wage Progress, Productivity, and the Ten Day Forecast are completed on time according to Highgate Hotel standard operating procedures.
  • Maintain a professional working relationship and promote open communication with managers, employees, and other departments.
  • Work with Accounting on follow-up items, including returned checks, rejected credit cards, and employee discrepancies.
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
  • Monitor proper operation of the PBX console and ensure employees follow Highgate Hotel standard operating procedures for its use.
  • Ensure staff greet and welcome all guests approaching the Front Desk according to Highgate Hotel standard operating procedures.
  • Ensure implementation of Highgate Hotel policies and house rules, and understand hospitality terms.
  • Ensure Guest Services staff sign off on all Service Standards by Position.
  • Assist in preparing revenue and occupancy forecasts.
  • Ensure messages, packages, and mail are logged and delivered in a timely and professional manner.
  • Maintain constant communication with Housekeeping, Reservations, and the Credit Manager.
  • Coordinate ongoing implementation of the Highgate Hotel service philosophy.
  • Ensure accurate cash handling at the Front Desk.
  • Follow and enforce Highgate Hotel credit policies.
  • Ensure employees are attentive, friendly, helpful, and courteous to guests, managers, and other employees at all times.
  • Maintain and monitor Lost and Found procedures and policies according to Highgate Hotel standards.
  • Establish and maintain a key control system.
  • Ensure department participation in the monthly Highgate Hotel team meeting.
  • Focus the Guest Services Department on its contribution to Guest Service and audit scores.
  • Monitor VIPs, special guests, and special requests.
  • Maintain required par levels of Front Office and stationery supplies.
  • Review daily Front Office work and activity reports generated by Night Audit.
  • Review the Front Office log book and Guest Request log daily.
  • Attend hotel-required meetings and trainings and participate in Manager on Duty coverage as required.
  • 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 productivity, identify problem areas, and assist in implementing solutions.
  • Perform other duties as requested by management.

About the Company

Highgate

Hospitality and travel-focused venture capital

HTV is the venture capital arm of Highgate, funding early-stage and growth-stage technology companies that serve the hospitality and travel industries, with a focus on Seed and Series A rounds in North America and Europe. It backs startups in areas like revenue management, B2B marketplaces, business intelligence, alternative accommodations, and restaurant tech, providing capital and strategic support to help them scale. HTV stands out by combining hospitality domain expertise with venture funding, leveraging Highgate’s asset base of over 500 owned or managed hotels, 84,000+ rooms, and more than $20 billion in assets under management to accelerate portfolio growth. Its goal is to grow tech-enabled hospitality and travel ecosystems by aligning portfolio company success with Highgate’s network, resources, and strategic interests.

Company size
1,001-5,000
Company stage
Not listed
Total funding
Not listed
Headquarters
New York City, New York
Founded
Not listed

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