Director of Front Office

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.

The Elser Hotel & Residences is a 49-story luxury condominium hotel located in Downtown Miami. The newly completed tower offers 646 fully furnished rooms/residences, over 19,000 square feet of curated amenities and 5,000 square feet of prime retail space. Named after the iconic Elser Pier, which was built in the 1900s and became the premier place for locals and visitors to enjoy the magical shoreline of Biscayne Bay in downtown Miami, The Elser Hotel & Residences will continue this tradition.

The Director of Front Office is responsible for overseeing all operations within the hotel's front office department, ensuring excellent guest service, efficient workflows, and financial performance. This role involves managing staff, handling guest inquiries and complaints, implementing policies and procedures, and collaborating with other departments.

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 arising in person or through reservations, comment cards, letters and/or phone calls in an attentive, courteous and effective manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all assigned personnel according to hotel standards.
• Prepare and conduct all front-of-house interviews and follow hiring procedures according to SOP's. Actively support Human Resources with recruiting efforts.
• Plans, presents and implements training modules and supporting components to ensure all front office employees are kept up with latest customer service techniques and tools and compliance trainings.
• Perform performance reviews according to SOP.
• Ensure implementation and compliance of all Highgate Hotel policies and hotel procedures.
• Monitor oversold dates to ensure the maximization of rooms revenue.
• Tour rooms operating departments daily, greeting employees and soliciting feedback.
• Attends and participates in meetings to ensure the success of the hotel.
• Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Monitor labor expenses through schedule approval process and ensure budgeted productivity.
• Prepare department heads for succession through development of their need areas.
• Participate in required M.O.D. program as scheduled.
• Monitor HotSos and ensure proper follow up to requests.
• Assist in preparation of revenue and occupancy forecasting
• Monitor all V.I.P.'s, special guests and requests
• Perform any other duties as requested by management.

• Minimum of 4 years of experience in hotel operations and guest service.
• Previous Condo Hotel luxury experience preferred.
• Flexibility to meet the demands of a 24-hour operation.Long hours sometimes required.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects