Job Details

Compensation Type

Yearly

Highgate Hotels

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. The company has a strong presence in U.S. gateway markets such as New York, Boston, Miami, San Francisco, and Honolulu, with expanding operations in Europe, Latin America, and the Caribbean. Its portfolio exceeds $20 billion in assets and generates over $5 billion in revenue. Highgate provides comprehensive guidance throughout the hospitality property cycle, develops bespoke hotel brands, and utilizes industry-leading revenue management tools to optimize performance and asset value. The company's leadership includes experienced hotel management professionals, and it maintains offices in London, New York, Dallas, and Seattle.

Location

Hotel Caza (formerly Holiday Inn Fisherman's Wharf) recently underwent extensive renovations. This family-friendly boutique hotel captures the spirit of California, located in historic Fisherman's Wharf, close to the waterfront, Pier 39, and Lombard Street, with easy access to Embarcadero and North Beach's dining and entertainment options.

Overview

The Director of Front Office is responsible for overseeing Guest Services, Valet, and Front Desk operations, ensuring attentive, friendly, efficient, and courteous service. The role involves maximizing room revenue, developing staff, and acting as a liaison for leased restaurant and retail operations within the hotel.

Responsibilities

• Ensure all employees are attentive, friendly, helpful, and courteous to guests, managers, and colleagues.
• Respond promptly and courteously to guest requests, complaints, and incidents, following up to ensure satisfaction.
• Motivate, coach, counsel, and discipline staff according to hotel standards.
• Conduct interviews, support hiring efforts, and ensure compliance with hiring procedures.
• Develop employee morale and ensure proper training of Rooms Division staff.
• Maintain professional relationships and open communication with staff and other departments.
• Implement hotel policies and standards, understanding hospitality terminology.
• Ensure staff sign off on Service Standards and complete training checklists.
• Monitor oversold dates to maximize room revenue.
• Conduct daily tours of rooms and public areas, gathering feedback.
• Support training and development programs.
• Participate in daily and monthly meetings, including financial reviews.
• Monitor expenses, control costs, and maximize profits.
• Ensure compliance with SOPs and cleanliness standards.
• Coordinate major projects like renovations and equipment updates.
• Conduct performance reviews and ensure staff development.
• Prepare the Rooms Division budget and forecasts.
• Participate in the M.O.D. program as scheduled.
• Operate and maintain front office systems and software.
• Manage VIP and special guest arrangements.

Qualifications

• Minimum 6 years of progressive hotel or related experience; or a 4-year degree with 2+ years of experience; or a 2-year degree with 4+ years of experience.
• Previous Front Office management experience required.
• Proficiency in MS Excel and Word.
• Ability to work long hours as needed.
• Effective verbal and written communication skills.
• Ability to listen, understand, and clarify concerns.
• Strong multitasking and prioritization skills.
• Attentive, friendly, courteous, and service-oriented demeanor.
• Attendance at required meetings and training sessions.
• Participation in M.O.D. coverage as needed.
• High standards of personal appearance and grooming.
• Compliance with hotel standards and safety regulations.
• Problem-solving skills and confidentiality awareness.