Hospitality Operations Associate

Highgate

Boston (MA)

On-site

USD 22,000 - 33,000

Full time

4 days ago

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) Retirement Plan with employer-m

Paid holidays

Paid vacation

Paid sick leave

Employee assistance program

Tuition reimbursement

Job summary

Highgate Hotels is seeking a Hospitality Associate for The Newbury Boston, a premier luxury property in Back Bay. The role focuses on greeting and seating guests, assisting servers, and delivering courteous, efficient service to ensure a superior dining experience.

Responsibilities include responding to guest requests, upholding Forbes standards, protecting guest privacy, and coordinating with multiple departments to maintain smooth operations.

Qualifications

Maintain a warm and friendly demeanor at all times.
Must communicate clearly with guests and colleagues in a courteous and service‑oriented manner.
Must be able to multitask and manage priorities to meet deadlines.
Attend all hotel meetings and trainings and support company values.

Responsibilities

Respond to guest requests, problems, complaints, and accidents promptly and courteously.
Ensure staff compliance with Forbes standards and hotel policies.
Protect guest privacy and security according to Highgate procedures.
Maintain professional communication with managers, colleagues, and other departments.
Assist servers in providing attentive and efficient service to guests throughout their dining experience.
Demonstrate initiative and a willingness to go the extra mile.

Skills

Warm demeanor

Customer service

Effective communication

Multitasking

Tools

Relay

Job description

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

Hourly

Location

The Newbury Boston at One Newbury Street, located in the premier shopping and dining neighborhood of Boston’s Back Bay is an iconic property originally opened in 1927 as one of the first Ritz-Carlton hotels in the U.S. and most recently was the Taj Boston. The building was recently transformed into a 286-room luxury hotel with 16,000-sq-ft of stunning event spaces, signature dining experiences and a reimagined front entrance on Newbury Street.

Overview

The Hospitality Associate is responsible for ensuring the prompt recognition and seating of all guests in outlets as assigned and assists the servers in providing attentive, courteous and efficient service to guests throughout their dining experience.

Responsibilities

Respond to all guest requests, problems, complaints and/or accidents presented through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
Ensure staff compliance to Forbes standards.
Ensure guest privacy and security through correctly following Highgate Hotel procedures.
Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
Operate Relay and other devices efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
Focus on the Customer: Seek to understand the guest and internal customer and meet the needs of both the customer and the Company.
Attention to Details: Ensure that work is accurate, thorough and to the highest standards.
Take Responsibility: Demonstrate personal ownership to tasks and follow through to get the required results.
Apply Professional, Product or Technical Expertise . . Demonstrate the ability to apply technical, professional or product expertise to everyday hotel situations.
Foster Teamwork: Work well in a team environment and motivate teams to sustain exceptional levels of performance.
Communicate effectively: Clarify and provide information so that coworkers, customers, and suppliers understand and can take action.
Ability to consistently “go the extra mile”.

Qualifications

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.
Support Highgate core values: passion, innovation, integrity, ownership and community.
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.
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.
Must be able to cross-train in other hotel related areas.
Must be able to maintain confidentiality of information.
Must be able to show initiative, including anticipating guest or operational needs.
Perform other duties as requested by management.

Benefits

We are pleased to offer to our full-time associates a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.

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.

Notes

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”). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable 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.