Complex Front Office Director
Company: Highgate Hotels
Location: Key West
Posted on: May 3, 2021
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.
Highgate also has a key presence in Barcelona. Highgate’s portfolio
of global properties represents an aggregate asset value exceeding
$10B and generates over $2B in cumulative revenues. The company
provides expert guidance through all stages of the hospitality
property cycle, from planning and development through
recapitalization or disposition. Highgate also has the
creativity and bandwidth to develop bespoke hotel brands and
utilizes industry leading proprietary revenue management tools that
identify and predict evolving market dynamics to drive out
performance and maximize asset value. With an executive team
consisting of some of the industry’s most experienced hotel
management leaders, the company is a trusted partner for top
ownership groups and major hotel brands. Highgate maintains
corporate offices in London, New York, Dallas, and
The Gates is a new lifestyle hotel in Key
West offering an intimate setting that invites guests to celebrate
the island’s colorful history and creative spirit. Mixing
contemporary design and retro Floridian flair, The Gates Hotel
features guestrooms with modern amenities that uniquely combine
upscale sophistication and polished service with the island’s
casual laidback vibe.
The Director of Front Office is responsible for ensuring the
operation of Guest Services 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 will also be
a liaison to leased restaurant and retail operations that are based
in the hotel.
must, at all times, be attentive, friendly, helpful, and courteous
to all guests, managers, and fellow employees.
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.
coach, counsel and discipline all assigned personnel according to
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
employee morale and ensure training of Rooms Division
a professional working relationship and promote open lines of
communication with managers, employees and other
implementation of all Highgate Hotel policies and house rules.
Understand hospitality terms.
sign off of all Service Standards by Position competencies for
Rooms division managers.
completion of the Service Standards by Position Training and
Checklists for hourly staff.
oversold dates to ensure the maximization of rooms
rooms operating departments daily, greeting employees and
compliance effective training according to Highgate Hotel
daily and monthly meetings.
and support Hyatt programs such as GEM and Gold
expenses to ensure expense control and maximize profit, using
checkbook accounting as a control mechanism.
and ensure compliance with SOP’s.
walk-throughs of public areas and guestrooms to ensure that
cleanliness and maintenance standards are met.
major projects such as renovations, capital expenditures, equipment
weekly meeting, including a monthly financial review.
performance reviews according to SOP, and ensure that managers are
in compliance with the standards in their administration of
performance reviews to their
labor expenses through schedule approval process and ensure
department heads for succession through development of their need
the Rooms Division annual budget, Communications and Other
in required M.O.D. program as scheduled.
all aspects of the Front Office computer system, including software
maintenance, report generation and analysis, and simple
proper operation Synergy MMS and ensure proper internal and
external follow up to requests.
in preparation of revenue and occupancy forecasting.
and professionally communicate with hotel staff.
all aspects of the ongoing implementation of the Highgate Hotel
philosophy of service.
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.
all V.I.P.'s, special guests and req
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
Front Office management experience is required.
proficient in Windows, Company approved spreadsheets and word
hours sometimes required.
work - Exerting up to 50 pounds of force occasionally, and/or up to
20 pounds of force frequently or constantly to lift, carry, push,
pull or otherwise move objects.
able to effectively communicate both verbally and written, with all
level of employees and guests in an attentive, friendly, courteous
and service oriented manner.
effective at listening to, understanding, and clarifying concerns
raised by employees and guests.
able to multitask and prioritize departmental functions to meet
all encounters with guests and employees in an attentive, friendly,
courteous and service-oriented manner.
all hotel required meetings and trainings.
in M.O.D. coverage as required.
regular attendance in compliance with Highgate Hotel Standards, as
required by scheduling, which will vary according to the needs of
high standards of personal appearance and
with Highgate Hotel Standards and regulations to encourage safe and
efficient hotel operations.
efforts towards productivity, identify problem areas and assist in
effective in handling problems, including anticipating, preventing,
identifying and solving problems as necessary.
able to understand and evaluate complex information, data, etc.
from various sources to meet appropriate objectives.
able to maintain confidentiality of information
valid driver’s license.
Keywords: Highgate Hotels, Key West , Complex Front Office Director, Other , Key West, Florida
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