Rooms Manager in Training

Highgate Hotels, LP; Boston (MA); On-site; USD 60,000 - 75,000; Full time

Job summary

Highgate Hotels, LP seeks a Rooms Manager in Training at The Newbury Boston to gain hands-on experience across the Rooms Division. You will learn to manage guest services, housekeeping coordination, and daily operations in a luxury setting.

Exposure to revenue-management concepts, staff supervision, and compliance with Highgate SOPs will be part of the program. The role emphasizes guest satisfaction, cost control, and professional development within a renowned hotel brand.

Qualifications

• At least 5 years of progressive experience in a hotel or related field; or a 4-year college degree and 3+ years of related experience.
• One year of Housekeeping Management experience in a luxury setting preferred.
• Proficiency in Windows, spreadsheets and word processing.

Responsibilities

• Attend required meetings and ensure guest service standards are met.
• Assist in managing housekeeping operations and inventory.
• Ensure compliance with Highgate Hotel SOPs and training standards.
• Balance and monitor room status and housekeeping tasks.
• Coordinate with departments to maintain VIP guest satisfaction.

Skills

Windows

Spreadsheets

Word processing

Education

4-year college degree

Tools

Windows

Spreadsheets

Word processing

Job description

Rooms Manager in Training

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.

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 Manager‑In‑Training will be exposed to the various Rooms Division operations and will be responsible for ensuring the operations of the Rooms Divisions in an attentive, friendly, efficient and courteous manner, providing all guests with quality service and a clean and safe environment throughout their stay, while efficiently managing expenses and maximizing service levels.

Responsibilities

• 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 presented through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner and follow up to ensure guest satisfaction.
• Motivate, coach, counsel, and discipline all Housekeeping personnel according to Highgate Hotel SOPs.
• Ensure compliance with training and standards.
• Maintain a regularly scheduled cleaning program and detailed checklists for each position.
• Assist in maintaining and controlling all housekeeping equipment and supplies.
• Ensure compliance with corporate risk management standards.
• Manage large guestroom turns efficiently.
• Maintain consistency with department opening and closing procedures.
• Carry a Vocera at all times and conduct pre-shift meetings.
• Prepare and conduct departmental interviews and follow hiring procedures.
• Inspect rooms daily and ensure deficiencies are addressed promptly.
• Ensure public areas, guest rooms and back-of-house areas cleaned to Highgate Hotel standards.
• Maintain supply levels and conduct inventory checks.
• Protect guest privacy and security through correct procedures.
• Monitor work orders, submit to Engineering and follow up for completion.
• Balance and clear room status nightly, resolving discrepancies with PMS reports.
• Assist in reviewing payroll hours and submit to Accounting.
• Maintain SOPs regarding purchase orders, invoicing and accounting.
• Promote professional communication with managers, employees and departments.
• Implement all policies and house rules, and ensure sign-off of service standards.
• Operate radios and other devices efficiently and professionally.
• Manage large turn days, including group check-ins or check-outs.
• Monitor out-of-service, out-of-order rooms.
• Maintain constant communication with Front Office.
• Manage special requests and VIPs.
• Attend weekly staff meetings and provide training.
• Maintain lost and found procedures.
• Maintain key control system for house keys.
• Focus on guest service and audit scores.
• Monitor VIPs and special guests.
• Use telephone and computer for room status reporting.
• Record valet laundry and ensure return of items.
• Store, secure, and issue supplies as needed.
• Complete regular maintenance and cleaning projects on schedule.
• Maximize guest satisfaction through personal recognition and prompt attention from pre‑arrival to departure.
• Have extensive knowledge of product and services available.
• Ensure VIPs receive utmost attention and maximize satisfaction during stay.
• Promote in‑house facilities and promotions.
• Liaise and coordinate with all departments for high standards of service.
• Review arrivals for the next ten days and prepare VIP lists.
• Arrange introductions with VIPs via phone, email, text or in person.
• Inspect rooms for high‑tier VIPs.
• Deliver on the hotel's loyalty program.
• Update guest profiles in Opera with preferences and observations.
• Resolve guest issues from initial complaint to resolution.
• Log guest issues in Alice and Opera.
• Develop relationships with local vendors.
• Know courier companies and charges.
• Aid car service and coordinate with airport representatives.
• Know Greater Boston experiences for guests.
• Focus on the customer, meeting needs of guests and company.
• Pay attention to detail and produce accurate work.
• Take responsibility and demonstrate ownership of tasks.
• Apply professional or technical expertise to daily situations.
• Foster teamwork and motivate teams.
• Communicate effectively with coworkers, customers and suppliers.
• Attend required meetings.
• Go the extra mile.

Qualifications

• At least 5 years of progressive experience in a hotel or a related field; or a 4-year college degree and 3 or more years of related experience.
• One year of Housekeeping Management experience in a luxury setting preferred.
• Proficiency in Windows, spreadsheets and word processing.