Highgate · 8 hours ago
Front Office Manager
Honolulu, HI
Full-time
Onsite
Senior Level
5+ years expHighgate is a leading real estate investment and hospitality management company with a global portfolio of over 400 hotels. The Front Office Manager is responsible for ensuring the operation of Guest Services and Uniformed Services/Transportation while providing quality service to guests and maximizing room revenue and occupancy.
Hospitality
Responsibilities
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
Motivate, coach, counsel and discipline all Guest Services personnel according to Highgate Hotel S.O.P.'s
Carry a cell phone at all times
Prepare and conduct all Guest Services interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s
Develop employee morale and ensure training of Guest Services personnel
Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc
Attend daily and monthly Rooms Merchandizing meetings
Participate in required M.O.D. program as scheduled
Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis
Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements
Ensure that no-show revenue is maximized through consistent and accurate billing
Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting
Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s
Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments
Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc
Operate all aspects of the Front Office computer system, 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 S.O.P.'s in its use
Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s
Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms
Ensure sign off of all Service Standards by Position for Guest Services staff
Assist in preparation of revenue and occupancy forecasting
Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner
Must maintain constant communication with Housekeeping, Reservations and the Credit Manager
Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service
Ensure correct and accurate cash handling at the Front Desk
Follow and enforce all Highgate Hotel credit policies
Ensure that employees are, at all times, 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 standards
Establish and maintain key control system
Ensure participation within department for monthly Highgate Hotel team meeting
Focus the Guest Services 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 stationary supplies
Review daily Front Office work and activity reports generated by Night Audit
Review Front Office log book and Guest Request log on a daily basis
Qualification
Required
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
The ability to demonstrate exceptional Customer Service Skills
Must be proficient in Windows and Microsoft Office
Able to work long hours as sometimes required
Maintain a warm and friendly demeanor at all times
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
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, which include wearing nametags
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 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 confidentiality of information
Perform other duties as requested by management
Company
Highgate
Highgate is a United States-based real estate investment and hospitality management firm.
10001+ employees
H1B Sponsorship
Highgate has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (8)
2023 (8)
2022 (5)
2021 (4)
2020 (18)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Trilantic North America
2014-10-08Private Equity
Leadership Team
Arash Azarbarzin
Chief Executive Officer
Graham Rumble
Chief Financial Officer | Family Office
Recent News
2025-07-08
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