Asst. Front Office Manager

Highgate Hotels, LP; Boston (MA); On-site; USD 50,000 - 62,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term and long-term disability

401(k) Retirement Plan with employer"s

Paid holidays

Paid vacation

Paid sick leave

Employee assistance program

Tuition reimbursement

Jury duty leave / personal leave / etc

Job summary

Highgate Hotels in Boston is seeking an Assistant Front Office Manager to oversee the Front Office operation, ensuring attentive, friendly and efficient service while maximizing room revenue and occupancy.

The role requires a 4-year degree and supervisory experience; candidates should be proficient with Windows and standard office software; willingness for long hours and overnight shifts; hotel environment knowledge is a plus.

Qualifications

• A 4-year college degree and at least 1 year of related experience required.
• Supervisory experience required.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Long hours sometimes required. Two overnight shifts with this position.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently.

Responsibilities

• Works closely with Sales and Reservations to fulfill special requests for groups and VIPs.
• Assist daily in guest reception and front desk operations.
• Responds to social media feedback and follows up with guests.
• Communicates effectively with guests, team members and other departments.
• Leads guest service training initiatives within the front office.
• Promotes hotel services and up-sells to maximize room rates.
• Maintains guest profiles and updates reservations and amenity cards.

Skills

Supervisory experience

Customer service

Windows proficiency

Education

4-year college degree

1 year related experience

Tools

OPERA

Job description

Asst. Front Office Manager

Compensation Type: Yearly

Salary: USD $56,000.00 per year.

Contract: Full Time

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring 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 of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location

Studio Allston is situated in, you guessed it, Allston, a unique neighborhood of Boston, MA.Home to elite universities, nationally recognized music venues, and amazing restaurants and bars, Allston is a hub for the inventive spirit and energy that has made Boston an international destination.

Overview

The Assistant Front Office Manager is responsible for ensuring the operation of the Front Office in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Responsibilities

• Works closely with Sales and Reservations in order to fulfill all special requests for groups, VIP's, etc.


• Assist daily in the guest reception.


• Responds daily all social media feedback, follow up with guest as well as internally.


• Communicates effectively and genuinely with guests, team members and other departments.


• Assists and often leads guest service training initiatives within the front office department


• Maintains a friendly and caring demeanor at all times in a fast paced environment.


• Maintains a professional image at all times that falls within the hotel and company guidelines for appearance and dress.


• Demonstrates team work by co-operating and assisting colleagues as needed.


• Provides all Front Desk Assistant job duties like registering guests into the hotel in a prompt and courteous manner, using up-selling techniques to maximize room rates; preparing for group check-ins and check-outs, and VIP arrivals


• Maintains and updates all guest profiles


• Reviews all daily and future reservations in order to accommodate special requests, makes amenity cards, works closely with IRD and PH to communicate all F&B requests


• Works with all new hires for FD training.


• Interviews, hire and train guest services agents


• Becomes informed of events/functions in the hotel during shifts.


• Maintains a house bank and keeps an accurate report of daily receipts and deposits.


• Is able to work with and understand basic financial data and information.


• Is able to find guest centric solutions


• Promotes hotel services, facilities and outlets, provides the guest with information such as local attractions and directions, using the James Report to increase guest satisfaction.


• Is able to take or assist with reservations.


• Is able to assist at PBX.


• Resolves guest complaints to the satisfaction of the customer by being guest centric, friendly and caring. Communicates to Management any problems, complaints or unhappy guests.


• Is intuitive to guest needs, anticipates needs in job performance, being proactive instead of reactive.


• Responds quickly to all guest requests in a caring friendly and professional manner, consistently follow up to ensure guest satisfaction that meets and exceed our services standards.


• Maintains a good relationship with repeat guests and their special requests.


• Is able to supervise a shift when needed.


• Works closely with Sales and their VIP Clients.


• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shifts as well as communicates effectively the policies and procedures to other team members of the hotel.


• Has knowledge of and assists in all emergency procedures as required.


• Attends all mandatory meetings and training classes.


• Has knowledge of the names, titles and positions of key people within the hotel.


• Has knowledge of the hotel's surrounding area, such as pharmacies, theaters, Public Transportation, Retail, and Restaurants etc.


• Completes all checklists as assigned.

Qualifications

• A 4-year college degree and at least 1 year of related experience required.


• Supervisory experience required. Labor experience and OPERA experiences preferred.


• Must be proficient in Windows, Company approved spreadsheets and word processing.


• Long hours sometimes required. Two overnight shifts with this position.


• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.


• Ability to stand during entire shift.


• 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.

Benefits

• Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance


• 401(k) Retirement Plan with employer matching contributions


• Paid holidays


• Paid vacation


• Paid sick leave (provided in accordance with applicable law)


• Employee assistance program (EAP)


• Educational opportunities / Tuition reimbursement


• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

For Employees Based in Washington:

• 8 paid holidays per year


• Up to 20 days of paid vacation per year, based on classification and length of service


• Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next

For Employees Based in Colorado:

• 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year


• Up to 20 days of paid vacation per year, based on classification and length of service


• 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.

For Employees Based in California:

• 8 paid holidays per year


• Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.


• Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.

Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement (\"CBA\") and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.

**The above-referenced benefits do not apply to part-time positions