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Assistant Front Office Manager

Hilton Garden Inn Key West

This is a Contract position in Key West, FL posted June 23, 2022.

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. .


Hilton Garden Inn Key West / The Keys Collection is a brand new hotel that debuted in Key West, the southernmost city in the continental USA, in April 2016. This upscale hotel is set at the entry point of Key West on North Roosevelt Boulevard and is convenient to the island’s best attractions such as Old Town, Mallory Square, Smathers Beach and the Hemingway House. The hotel is also close to Duval Street, the center of the action, where Key West’s best restaurants, bars, nightlife and shopping reside. Boasting 141 brand new guest rooms, the hotel’s facilities include a restaurant, indoor and outdoor bars, pool and Concierge desk, plus an abundance of complimentary amenities.


The Assistant Guest Services Manager’s primary function is to assist the Guest Service Manager with the daily operations of the front office. He/she will act as a supervisor to all Guest Services, Concierge and Uniformed Services/Transportation personnel assist with guest complaints and represent management in the absence of the Guest Services Manager.


    – Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.

    – Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.

    – Assist with development of employee morale and ensure training of Guest Services personnel.

    – Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.

    – 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.

    – 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.

    – Assist Guest Service Agents with check-ins and checkouts; confirm that all SOP’s are being followed properly.

    – Assist and supervise Guest Service Agents with daily duties.

    – Train new employees, help to develop and implement training programs.

    – Maintain log of rooms in “out of order” status.

    – Authorize and sign adjustments and paid outs over the limit.

    – Oversee discrepancy report and monitor follow-through.

    – Post updated information on 72-hour sheet and review with Guest Service Agents.

    – Work closely with housekeeping regarding daily room status.

    – Oversee Bell staff in the absence of a Supervisor.

    – Confirm that Guest Service Agents, Operators and Bellstaff complete all duties.

    – Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.

    – Ensure correct and accurate cash handling at the Front Desk.

    – Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

    – Be aware of all rates, packages and promotions currently underway.

    – 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.

    – Ensure participation within department for monthly Highgate Hotel Enrichment Committee.

    – Ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores.

    – Assist with sign off of all Service Standards by Position for Guest Services staff.

    – Monitor all V.I.P.’s, special guests and requests.

    – Review Front Office lo book and Guest Request log on a daily basis.

    – Oversee Supervisors complaint and request log.

    – Log all absenteeism and employee lateness.

    – Monitor energy management, PBX, Pay-TV consoles to ensure proper functioning of equipment.

    – Block rooms for special groups.

    – Participate in Room Inspection programs.

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