Asst. Front Office Manager

Highgate Hotels L.P.; San Francisco (CA); On-site; USD 50,000 - 75,000; Full time

Job summary

A leading company in the hospitality sector seeks an Assistant Front Office Manager at a boutique hotel in San Francisco. This role emphasizes exceptional guest service, efficient operations, and effective team management. Applicants should have a degree and relevant experience, alongside strong communication and problem-solving skills. Join a dynamic team dedicated to enhancing guest experiences in a vibrant and historical location.

Qualifications

• At least 1 year of relevant experience with supervisory experience required.
• Proficiency in Windows, Microsoft Office, and OPERA system is preferred.
• Availability for long hours and the ability to lift up to 20 pounds occasionally.

Responsibilities

• Ensure smooth operation of the Front Office and deliver quality service.
• Assist with guest reception duties and resolve complaints professionally.
• Train new staff and supervise shifts as needed.

Skills

Communication

Multitasking

Problem Solving

Education

4-year college degree

Tools

OPERA system

Microsoft Office

Job description

Compensation Type

Yearly

Highgate Hotels

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. It is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco, and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an asset value exceeding $20 billion and generates over $5 billion in revenue. The company offers expert guidance through all stages of the hospitality property cycle, from planning and development to recapitalization or disposition. Highgate also develops bespoke hotel brands and utilizes industry-leading proprietary revenue management tools to identify and predict market dynamics, thereby driving performance and maximizing asset value. The executive team comprises some of the industry’s most experienced hotel management leaders, making Highgate a trusted partner for top ownership groups and major hotel brands. The company maintains offices in London, New York, Dallas, and Seattle.

Location

Hotel Caza, formerly Holiday Inn Fisherman's Wharf, recently completed an expansive renovation. This family-friendly boutique hotel embodies the spirit of California, offering fun, warmth, and authentic experiences. Located in historic Fisherman’s Wharf, Hotel Caza is steps from the waterfront, Pier 39, and Lombard Street, with easy access to Embarcadero and North Beach’s dining and entertainment options.

Overview

The Assistant Front Office Manager ensures the smooth operation of the Front Office in an attentive, friendly, efficient, and courteous manner. The role focuses on delivering quality service to guests before and during their stay while maximizing room revenue and occupancy.

Responsibilities

• Collaborate with Sales and Reservations to fulfill special requests for groups and VIP guests.
• Assist with daily guest reception duties.
• Respond to social media feedback, follow up with guests, and coordinate internally.
• Communicate effectively with guests, team members, and other departments.
• Lead guest service training initiatives within the front office.
• Maintain a friendly and professional demeanor in a fast-paced environment.
• Adhere to hotel and company dress and appearance standards.
• Support team cooperation and assist colleagues as needed.
• Perform front desk duties such as guest registration, up-selling, group check-ins/outs, and VIP arrivals.
• Maintain and update guest profiles.
• Review reservations to accommodate special requests and coordinate F&B requests with relevant departments.
• Train new front desk staff and participate in hiring processes.
• Stay informed about hotel events and functions.
• Manage a house bank, ensuring accurate daily receipts and deposits.
• Understand basic financial data and find guest-centric solutions.
• Promote hotel services and facilities, providing guests with local information.
• Assist with reservations and PBX operations.
• Resolve guest complaints professionally, escalating issues to management when necessary.
• Anticipate guest needs and respond proactively.
• Follow up to ensure guest satisfaction.
• Build relationships with repeat guests and fulfill their requests.
• Supervise shifts when needed.
• Coordinate with Sales on VIP clients.
• Review communication logs and update policies as needed.
• Participate in emergency procedures and mandatory trainings.
• Know key hotel personnel and local area resources.
• Complete all assigned checklists.

Qualifications

• A 4-year college degree and at least 1 year of relevant experience.
• Supervisory experience required; OPERA system experience preferred.
• Proficiency in Windows and Microsoft Office applications.
• Availability for long hours and two overnight shifts.
• Ability to lift up to 20 pounds occasionally and stand for entire shifts.
• Maintain a warm, friendly demeanor and effective communication skills.
• Ability to multitask, prioritize, and handle problems efficiently.
• Attend all required meetings and training sessions.
• Participate in Manager on Duty coverage as needed.
• Maintain high standards of personal appearance and grooming.
• Adhere to hotel standards and safety regulations.
• Focus on productivity, problem-solving, and data evaluation skills.