Front Office Manager in Training

				Overview:

The Front Office Manager in Training will be exposed to the Front Office and Guest Experience division operations. Front Office Manager in Training will be responsible for ensuring the operations of the Rooms Divisions in an attentive, friendly, efficient and courteous manner, providing all guests with quality service and a clean and safe environment throughout their stay, while efficiently managing expenses and maximizing service levels.

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 presented 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 Front Office and Guest Experience personnel according to Highgate Hotel SOP's.
* Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel 
* Ensure staff compliance to Forbes standards.
* Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).
* Ensure consistency with departmental opening and closing procedures.
* Carry a Relay device at all times.
* Prepare and conduct departmental interviews as required and follow hiring procedures according to Highgate Hotel SOP's.
* Develop employee morale and ensure training of Front Office and Guest Experience personnel.
* Ensure guest privacy and security through correctly following Highgate Hotel procedures.
* Conduct pre-shift meetings
* Respond to emergency situations using information contained in MSD sheets. Keep MSD sheets current and easily available.
* Assist in preparing employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. 
* Maintain Highgate Hotel SOP's regarding Purchase Orders, vouchering of invoices and checkbook accounting.
* 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. Understand hospitality terms.
* Operate radios and other devices efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
* Manage and organize large turn days (including group check-ins or check-outs).
* Monitor out-of-order, out-of-service, discrepant and show rooms.
* Must maintain constant communication with Front Office.
* Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.
* Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Highgate Hotel standards.
* Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
* Maintain key control system for house keys.
* Ensure participation within department for monthly Highgate Hotel team meeting.
* Monitor all V.I.P.'s, special guests and requests.
* Assist in maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
* Use the telephone and computer system for reporting and verifying room status.
* Ensure maximum guest satisfaction through personal recognition and prompt attention from pre-arrival to departure.
* Have extensive knowledge of the product and services available.
* To ensure that all guests especially those of VIP status receive utmost attention and to maximize their satisfaction during their entire duration of stay.
* To ensure that all arriving and departing VIP's and regular guests are greeted and that introductions are made.
* To give information and promote all in house facilities and promotions
* To liaise, cooperate and coordinate with all departments to achieve high standards of service and guest satisfaction.
* Review arrivals for the next ten days on a daily basis
* To prepare and distribute daily the Daily VIP list to the necessary teams.
* To coordinate the complete preparation of all associated services for arriving VIP's, including, but not limited to, ensuring room is ready; amenities are in the room, etc.
* Arrange as many introductions with our VIPs as possible via phone calls, emails, text messages, or in person.
* Inspect the rooms for our highest tiers of VIPs
* Deliver on the hotel's loyalty program
* Update Guest profiles in Opera (PMS) with any preferences and observations.
* Deal with guest issues in an appropriate and a thorough manner from the initial complaint to the resolution.
* Log guest issues in Alice and Opera and communicate issues as appropriate.
* Develop relationships with a variety of local vendors, which include, and are not limited to, restaurants, night clubs, museums, theaters, sports venues, ticket agencies, etc.
* Be familiar with all the courier companies and their charges
* Aid in the smooth operation of the car service, and to ensure that information is passed to airport representatives for all arriving and departing VIP's
* Have an in depth knowledge of what Greater Boston (and New England) has to offer in regards to a variety of experiences our guests may be interested in.
* Focus on the Customer. . . Seek to understand the guest and internal customer and meet the needs of both the customer and the Company.
* Attention to Details . . . Ensure that work is accurate, thorough and to the highest standards.
* Take Responsibility . . . Demonstrate personal ownership to tasks and follow through to get the required results.
* Apply Professional, Product or Technical Expertise . . . Demonstrate the ability to apply technical, professional or product expertise to everyday hotel situations.
* Foster Teamwork . . . Work well in a team environment and motivate teams to sustain exceptional levels of performance.
* Communicate effectively . . . Clarify and provide information so that coworkers, customers, and suppliers understand and can take action.
* Attend meetings as required
* Ability to consistently "go the extra mile"

Qualifications:

Education & Experience:  

* A 4-year college degree and 1 or more years of related experience or at least 4 years of progressive experience in hotels. 
* One year of Front Office or Guest Experience experience in a luxury setting preferred. 
* Must be proficient in Windows, Company approved spreadsheets and word processing.

Physical Requirements: 

* Medium 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.

General Requirements:

* 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.
* Support Highgate core values: passion, innovation, integrity, ownership and community.
* Facilitate, prepare and attend weekly WIG meetings and track results.
* 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
			

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