Highgate

Hospitality and travel-focused venture capital

Front Office Manager

Hotel Guest ServicesUpdated on Nov 10

Full-timeCarolina, Puerto RicoNo salary listedIn-person

About the Job

Requirements

At least 5 years of progressive experience in a hotel or a related field; alternatively, 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.
Must be proficient in Windows and Microsoft Office.
Must be able to work long hours as sometimes required.
Must be able to communicate effectively, verbally and in writing, with employees and guests at all levels.
Must be able to listen to, understand, and clarify concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Must attend required hotel meetings and trainings and participate in Manager on Duty coverage as required.
Must maintain regular attendance according to scheduling and hotel needs.
Must maintain personal appearance and grooming standards, including wearing nametags.
Must comply with hotel standards and regulations to encourage safe and efficient hotel operations.
Must handle problems effectively, including anticipating, preventing, identifying, and solving them.
Must understand and evaluate complex information and data from various sources to meet appropriate objectives.
Must maintain confidentiality of information.

Responsibilities

Ensure attentive, friendly, efficient, and courteous operation of Guest Services, Concierge, and Uniformed Services/Transportation, providing quality service before and throughout guests’ stays while maximizing room revenue and occupancy.
Respond to guest requests, problems, complaints, or 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 hotel standard operating procedures.
Carry a cell phone at all times.
Prepare and conduct Guest Services interviews and follow hiring procedures according to hotel standard operating procedures.
Develop employee morale and ensure training of Guest Services personnel.
Maximize room revenue and occupancy by reviewing daily status, analyzing rate variance, monitoring credit reports and house counts, and monitoring daily selling status, including flash reports and allowances.
Attend daily and monthly Rooms Merchandising meetings.
Participate in the required Manager on Duty program as scheduled.
Review Guest Services staff 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 hotel procedures for purchase orders, invoice vouchering, and checkbook accounting.
Ensure Wage Progress, Productivity, and the Ten Day Forecast are completed on time according to hotel procedures.
Maintain professional working relationships and promote open communication with managers, employees, and other departments.
Work with Accounting on returned checks, rejected credit cards, employee discrepancies, and other follow-up items.
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 hotel procedures for its use.
Ensure staff greet and welcome guests approaching the Front Desk according to hotel procedures.
Ensure implementation of 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 timely, professional logging and delivery of messages, packages, and mail.
Maintain constant communication with Housekeeping, Reservations, and the Credit Manager.
Coordinate ongoing implementation of the hotel’s service philosophy.
Ensure correct and accurate cash handling at the Front Desk.
Follow and enforce hotel credit policies.
Ensure employees are attentive, friendly, helpful, and courteous to guests, managers, and other employees.
Maintain and monitor Lost and Found procedures according to hotel standards.
Establish and maintain the key control system.
Ensure department participation in monthly hotel team meetings.
Focus the Guest Services Department on its contribution to Guest Service and audit scores.
Monitor VIPs, special guests, and guest 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.
Perform other duties as requested by management.

Compensation Type

Yearly

Highgate Hotels

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.

Location

The brand new Residence Inn by Marriott San Juan Isla Verde provides spaces and experiences that allow you to travel like you live. The hotel is located steps away from the award-winning Isla Verde Beach and 5 minutes from the San Juan International Airport (SJU), offering our guests the comfort of 231 spacious suites equipped with full kitchens, living and dining spaces, and one King or two Queen beds. Whether strolling through the Isla Verde Boulevard, relaxing by the hotel pool, or heading out to work, we will create enjoyable experiences and will deliver memorable service that will make our guests come back for more.

Residence Inn Isla Verde

6500 Isla Verde Ave.Carolina, Puerto Rico 00979

Overview

The Front Office 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.

Responsibilities

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 proper operation of the P.B.X. console 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..
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.

Qualifications

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.
The ability to demonstrate exceptional Customer Service Skills.
Must be proficient in Windows and Microsoft Office.
Able to work long hours as sometimes required.
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.

Benefits

Highgate offers the following benefits package for this position:

Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance
401(k) Retirement Plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave (provided in accordance with applicable law)
Employee assistance program (EAP)
Tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

Please click here for additional benefit details for the states of Washington, Colorado, and California.

Posting Date

This job opening was posted on October 9, 2026 and will remain open for at least 75 days.

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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