Front Office Director (San Francisco)

Compensation: Yearly

Highgate Hotels

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. It 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. Highgates portfolio of global properties represents an asset value exceeding $20B and generates over $5B in revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also develops bespoke hotel brands and utilizes industry-leading revenue management tools to maximize performance and asset value. The executive team comprises some of the industry's most experienced hotel management leaders, making Highgate a trusted partner for top ownership groups and major hotel brands. The company maintains offices in London, New York, Dallas, and Seattle.

Location

Hotel Caza, formerly Holiday Inn Fisherman's Wharf, recently completed an expansive renovation. This family-friendly boutique hotel embodies California's spirit, offering fun, warmth, and authentic experiences. Located in historic Fishermans Wharf, it is steps from the waterfront, Pier 39, and Lombard Street, with easy access to Embarcadero and North Beachs 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 aims to provide high-quality guest experiences, maximize room revenue, and develop management and staff. The position also liaises with leased restaurant and retail operations within the hotel.

Responsibilities

• Ensure staff are attentive, friendly, helpful, and courteous to guests, managers, and colleagues.
• Respond promptly to guest requests, issues, complaints, and accidents, ensuring follow-up for guest satisfaction.
• Motivate, coach, counsel, and discipline personnel according to hotel standards.
• Conduct interviews, support HR recruiting efforts, and ensure hiring procedures comply with SOPs.
• Develop employee morale and ensure proper training of Rooms Division staff.
• Maintain professional relationships and open communication with managers and staff.
• Implement hotel policies and house rules, understanding hospitality terminology.
• Ensure completion and sign-off of Service Standards by Position for managers and staff.
• Monitor oversold dates to maximize room revenue.
• Conduct daily tours of operating departments, greeting staff and collecting feedback.
• Ensure staff training aligns with Highgate standards.
• Participate in daily and monthly meetings, including financial reviews.
• Support programs such as GEM and Gold Passport.
• Monitor expenses, control costs, and maximize profits using checkbook accounting.
• Ensure SOP compliance and perform walk-throughs for cleanliness and maintenance.
• Coordinate major projects like renovations and equipment changes.
• Manage performance reviews and staff development for succession planning.
• Prepare the Rooms Division budget and forecasts.
• Participate in MOD coverage as scheduled.
• Operate and maintain the Front Office computer systems and software.
• Coordinate VIP and special guest services.

Qualifications

• Minimum 6 years of progressive hotel or related experience, or a 4-year college degree with at least 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.
• Willingness to work long hours as needed.
• Effective verbal and written communication skills.
• Ability to listen, understand, and clarify guest and employee concerns.
• Strong multitasking and prioritization skills.
• Attentive, friendly, courteous, and service-oriented attitude.
• Ability to attend required meetings and participate in MOD coverage.
• Maintain high personal appearance and grooming standards.
• Adherence to hotel standards and safety regulations.
• Ability to identify problems, implement solutions, and handle sensitive information confidentially.