Front Office Director

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

 

Located atop San Francisco’s famed Nob Hill at the corner of California and Powell streets, Stanford Court hotel is steps from the city’s best dining, shopping, entertainment and cultural attractions.  The hotel features 393 well-appointed rooms and suites, offering comfortable accommodations for leisure and business travelers in a prime location.  With a storied history dating back nearly 140 years, Stanford Court sits on the historic site of renowned “Big 4” railroad mogul, university founder, and U.S. senator Leland Stanford’s elaborate private mansion.  Leland Stanford was at the forefront of innovation in his era, and today’s Stanford Court hotel pays homage to his legacy by representing the new frontier of innovation for the 21st century.

Overview

The Director of Front Office is responsible for ensuring the operation of Guest Services, Valet, and Front Desk service in an attentive, friendly, efficient and courteous manner, providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employees.  This position oversees associates represented by 2 different unions. 

Responsibilities

• Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Respond to all guest requests, problems, complaints and/or accidents arising in person 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 assigned personnel according to hotel standards.
• Prepare and conduct all front-of-house interviews and follow hiring procedures according to SOP's. Actively support Human Resources with recruiting efforts. Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures.
• Develop employee morale and ensure training of Rooms Division personnel.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Ensure implementation of all Highgate Hotel policies and house rules. 
• Monitor oversold dates to ensure the maximization of rooms revenue.
• Tour rooms operating departments daily, greeting employees and soliciting feedback.
• Ensure compliance effective training according to Highgate Hotel standards.
• Hold daily and monthly meetings with managers and employees.
• Monitor and support Hyatt programs such as GEM and Gold Passport.
• Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
• Monitor and ensure compliance with SOP’s.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Perform performance reviews according to SOP, and ensure that managers are in compliance with the standards in their administration of performance reviews to their employees.
• Monitor labor expenses through schedule approval process and ensure budgeted productivity.
• Prepare managers succession through development of their need areas.
• Participate in required M.O.D. program as scheduled.
• Operate all aspects of the Front Office computer system.
• Monitor proper operation Synergy MMS and ensure proper internal and external follow up to requests.
• Assist in preparation of revenue and occupancy forecasting.
• Efficiently and professionally communicate with hotel staff.
• Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
• Be knowledgeable of the current corporate marketing programs and the standards and procedures for each. Ensure that staff is knowledgeable in understanding and implementing corporate programs.
• Monitor all V.I.P.'s, special guests and req.

Qualifications

• At least 6 years of progressive experience in a hotel or a related field; or a 4-year college degree and at least 2 years of related experience; or a 2-year college degree and 4 or more years of related experience.
• Previous Front Office management experience is required.
• Must be proficient in MS Excel and MS Word.
• Long hours sometimes required.
• 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. 
• 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.