Asst. Front Office Manager
Requisition ID: 2024-57665
Category: Front Office Operations
Job Location: US-CA-San Francisco
Property: Hotel Caza San Francisco
Compensation Type: Yearly
Company Overview: 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 aggregate asset value exceeding $20B and generates over $5B in cumulative revenues.
Location: Hotel Caza (formerly Holiday Inn Fisherman's Wharf) recently completed an expansive renovation - this family-friendly boutique-style hotel embodies the spirit of California and provides plenty of fun, warmth, and authentic experiences.
Overview
The Assistant Front Office Manager is responsible for ensuring the operation of the Front Office in an attentive, friendly, efficient, and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.
Responsibilities
- Works closely with Sales and Reservations in order to fulfill all special requests for groups, VIPs, etc.
- Assists daily in the guest reception.
- Responds daily to all social media feedback and follows up with guests as well as internally.
- Communicates effectively and genuinely with guests, team members, and other departments.
- Assists and often leads guest service training initiatives within the front office department.
- Maintains a friendly and caring demeanor at all times in a fast-paced environment.
- Maintains a professional image at all times that falls within the hotel and company guidelines for appearance and dress.
- Demonstrates teamwork by cooperating and assisting colleagues as needed.
- Provides all Front Desk Assistant job duties like registering guests into the hotel in a prompt and courteous manner, using up-selling techniques to maximize room rates.
- Maintains and updates all guest profiles.
- Reviews all daily and future reservations to accommodate special requests.
- Works with all new hires for Front Desk training.
- Interviews, hires, and trains guest services agents.
- Becomes informed of events/functions in the hotel during shifts.
- Maintains a house bank and keeps an accurate report of daily receipts and deposits.
- Promotes hotel services, facilities, and outlets, providing guests with information such as local attractions and directions.
- Resolves guest complaints to the satisfaction of the customer.
- Maintains a good relationship with repeat guests and their special requests.
- Stays current with developments in the hotel by reviewing the communication log book each shift.
- Attends all mandatory meetings and training classes.
Qualifications
- A 4-year college degree and at least 1 year of related experience required.
- Supervisory experience required. Labor experience and OPERA experience preferred.
- Must be proficient in Windows, Company approved spreadsheets, and word processing.
- Long hours sometimes required. Two overnight shifts with this position.
- Ability to stand during entire shift.
- Must be able to effectively communicate both verbally and in writing, with all levels of employees and guests.
- 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.
- Maintain high standards of personal appearance and grooming, which include wearing nametags.
- Salary: $67,000/annual
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