Assistant Front Office Manager

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. 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 Seattle.

Hotel Effie Sandestin Autograph Collection....Mirmar Beach, Florida

Come join one of the newest properties to the Marriott Bonvoy's Autograph Collection. Hotel Effie joins the brand's unique portfolio of diverse and dynamic properties, Exactly Like Nothing Else.

The Hotel Effie Assistant Front Office Manager is responsible for ensuring the operation of the Front Desk in an attentive, friendly, efficient, and courteous manner, providing all guests with quality service before and throughout their stay while maximizing room revenue and occupancy.

Respond to all guests' requests, problems, complaints, and/or accidents presented at the Front Desk or through reservations, comment cards, letters, and/or phone calls, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
• Anticipate and intervene in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within hotel policy.
• Motivate, coach, counsel, and discipline all Front Office personnel according to Highgate Hotel & Hotel Effie S.O.P.'s by developing employee morale and ensuring training of Guest Services staff.
• Always carry a cell phone.
• Prepare and conduct all Front Office interviews and follow hiring procedures according to Highgate Hotel & Hotel Effie S.O.P.'s.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit reports, and maintain close observation of daily house count. Monitor the selling status of the house daily, i.e., flash report, allowances, no-shows, etc. Review daily Front Office work and activity reports generated by Night Audit.
• Prepare employee schedules according to business forecasts and review Front Office staff's worked hours for payroll compilation and submit to accounting on a timely basis.
• Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments (housekeeping and reservations).
• Work closely with accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operate all Front Office computer system aspects, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel & Hotel Effie S.O.P.'s in its use.
• Ensure staff greet and welcome all guests approaching the Front Desk by Highgate Hotel & Hotel Effie S.O.P.'s and service standards depending on position.
• Ensure implementation of all Highgate Hotel & Hotel Effie policies and house rules. Understand hospitality terms.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Coordinate all aspects of the ongoing implementation of the Highgate Hotel & Hotel Effie philosophy of service.

• Ensure correct and accurate cash handling and Highgate Hotel & Hotel Effie credit policies at the Front Desk.
• Ensure that employees are attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
• Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel & Hotel Effie standards.
• Ensure participation within the department in weekly leadership team meetings.
• Focus the Front Office Department on their role in contributing to the Guest Service and audit scores.
• Monitor all V.I.P.s, special guests, and requests.
• Maintain required pars of all front office and stationery supplies.
• Train new Front Office department associates.
• Respond to inquiries regarding rates and availability.
• Maintains a thorough knowledge of the room rack location types of rooms, package plans, and hotel facilities.
• Maintains detailed knowledge about the hotel's services and hours of operation.
• Check guests in and out, including preparation of guestbillsand authorizing payments.
• Dealing efficiently with day-to-day billing and guest service queries.
• Using the information available, plan and control both the preparation of future shifts and effective communication with the team.
• Allocationof all rooms to include, special requests, sofa bedrooms, and any other requirements as directed by the FOM.
• Be flexible at all times to cover the unexpected needs of the Hotel and outlets by being able to work all shifts and manage the front desk when needed.
• Knows all safety and understands emergency procedures and how to act upon them. Understandsaccident prevention policies. Report anything considered a health and safetyhazard.
• Prevent abuse and/or destruction of hotel property.
• Ensure staff is always in the correct uniform and ready to serve.
• Manages team through synergy in efforts to assist guests promptly.

• Able to work long hours as sometimes required.
• Always maintain a warm and friendly demeanor.
• Must be able to effectively communicate both verbally and written, with all levels 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 training.
• Maintain regular attendance in compliance with Highgate Hotel Standards & Hotel Effie, 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 & Hotel Effie 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 handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain the confidentiality of information.
• Perform other duties as requested by management.
• The ability to demonstrate exceptional Customer Service Skills.
• Marriott Experince Preferred.

• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.
• Must be proficient in Windows and Microsoft Office.