Asst. Front Office Manager

Highgate Hotels L.P.; Washington (District of Columbia); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading hospitality management company seeks an Assistant Front Office Manager to oversee front office operations, ensuring excellent guest service and maximizing room revenue. The ideal candidate will have a 4-year degree and supervisory experience, thriving in a dynamic environment while maintaining high service standards.

Qualifications

• 1 year of related experience required.
• Supervisory experience required.
• Proficiency in Windows and OPERA preferred.

Responsibilities

• Ensure efficient operation of the Front Office.
• Train new front desk staff and manage guest services.
• Resolve guest complaints and promote hotel services.

Skills

Communication

Multitasking

Customer Service

Education

4-year college degree

Tools

OPERA

Windows

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. Highgate 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 $20B and generates over $5B in revenues. 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 proprietary revenue management tools to optimize performance and asset value. The executive team comprises 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

Our spacious, all-suite hotel is steps from the Friendship Heights Metro Station, providing easy access to attractions such as the National Cathedral, American University, and Bethesda Row’s shops and dining within 10 minutes. We are also three miles from Walter Reed Medical Center. Enjoy amenities including free made-to-order breakfast and complimentary evening receptions.

Overview

The Assistant Front Office Manager is responsible for ensuring the efficient, friendly, and courteous operation of the Front Office, providing guests with quality service throughout their stay while maximizing room revenue and occupancy.

Responsibilities

1. Collaborate with Sales and Reservations to fulfill special requests for groups, VIPs, etc.
2. Assist with daily guest reception duties.
3. Respond to social media feedback, follow up with guests and internally.
4. Communicate effectively with guests, team members, and other departments.
5. Lead guest service training initiatives within the front office.
6. Maintain a friendly and professional demeanor in a fast-paced environment.
7. Present a professional appearance in line with hotel and company standards.
8. Support team work by assisting colleagues as needed.
9. Perform front desk duties such as guest registration, up-selling, group check-ins/outs, and VIP arrivals.
10. Maintain and update guest profiles.
11. Review reservations for special requests and coordinate with relevant departments.
12. Train new front desk staff.
13. Interview and hire guest services agents.
14. Stay informed of hotel events and functions during shifts.
15. Manage a house bank and report daily receipts and deposits.
16. Understand and work with financial data.
17. Find guest-centric solutions to issues.
18. Promote hotel services and facilities, provide local area information.
19. Assist with reservations and PBX operations.
20. Resolve guest complaints effectively and communicate issues to management.
21. Anticipate guest needs and respond proactively.
22. Follow up on guest requests to ensure satisfaction.
23. Build good relationships with repeat guests and meet their requests.
24. Supervise shifts when needed.
25. Coordinate with Sales for VIP clients.
26. Maintain communication logs and update policies as needed.
27. Understand emergency procedures.
28. Attend mandatory meetings and training.
29. Know key hotel personnel and local area resources.
30. Complete all assigned checklists.

Qualifications

• A 4-year college degree and at least 1 year of related experience.
• Supervisory experience required; OPERA experience preferred.
• Proficiency in Windows, spreadsheets, and word processing.
• Availability for long hours, including two overnight shifts.
• Ability to exert up to 20 pounds of force occasionally and 10 pounds frequently.
• Ability to stand throughout the shift.
• Maintain a warm, friendly demeanor at all times.
• Effective verbal and written communication skills.
• Ability to listen, understand, and clarify concerns.
• Multitasking and prioritization skills.
• Approach all interactions with professionalism and courtesy.
• Attend all required meetings and training sessions.
• Participate in M.O.D. coverage as needed.
• Maintain high personal appearance and grooming standards.
• Comply with hotel standards and regulations for safety and efficiency.
• Identify and help implement solutions to problems.
• Ability to analyze complex information to meet objectives.