Job Description

Compensation Type

Hourly

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

Step into the future of hospitality at The Atlas Hotel.

The Atlas, Boston’s first-of-its-kind hotel, is where local connection meets global inspiration, and hospitality intersects with thought leadership.

Join us at the ground floor of this brand-new hotel opening and help craft unforgettable moments at the intersection of research, hospitality, and inspiration—where every day is a first.

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

• Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Ensure guest privacy and security through correctly following Highgate Hotel procedures.
• Maintain open communication with all departments and promote strong inter-departmental relationships.
• Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
• Operate mobile phones, Relay devices, and Alice application professionally, maintaining proper etiquette.
• Ensure that large guestroom turns are managed efficiently.
• Ensure consistency with departmental opening and closing procedures.
• Understand and monitor out-of-order, out-of-service, discrepant, and show rooms.
• Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.
• Assist in maintaining organized filing systems for purchases, schedules, forecasts, reports, and logs.
• Use telephone and computer systems to report and verify room status.
• Have extensive knowledge of the product and services available.
• Maintain appropriate inventory levels of all office supplies.

Housekeeping:

• Assist the Housekeeping Department in inspecting guest rooms daily and ensure that follow-up on deficiencies is addressed in a timely basis.
• Motivate, coach and counsel Room Attendants and House Attendants according to Highgate Hotel SOPs.
• Maintain a regularly scheduled cleaning program (i.e. floor care, hard cleaning, mattress flipping, etc.) and maintain a detailed checklist for each position.
• Assist in maintaining and controlling all housekeeping equipment.
• Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).
• Carry a Relay device at all times.
• Develop employee morale and ensure training of Housekeeping personnel.
• Ensure that public areas, guest rooms and back-of-house areas are cleaned to Highgate Hotel standards.
• Assist in maintaining required pars of all housekeeping supplies.
• Assist in conducting monthly and quarterly Housekeeping inventories on a timely basis.
• Conduct pre-shift meetings
• Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies.
• Assist in reviewing Housekeeping staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Assist in preparing employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Maintain Highgate Hotel SOP's regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Ensure sign off of all Service Standards by Position competencies for Housekeeping staff.
• Manage and organize large turn days (including group check-ins or check-outs).
• Must maintain constant communication with Front Office.
• Attend weekly staff meetings and provide training on a rotational basis using steps to effective training according to Highgate Hotel standards.
• Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
• Maintain key control system for house keys.
• Review Housekeeping log book and Guest Request log on a daily basis.
• Record all valet laundry for valet cleaners. Check and review incoming laundry at end of day to ensure all items have been returned.
• Properly store, secure and issue supplies as needed to meet business demands.

Front Office & Guest Experience:

• Ensure that all arriving and departing VIP’s and regular guests are greeted and that introductions are made.
• Coordinate the complete preparation of all associated services for arriving VIP’s, including, but not limited to, ensuring room is ready; amenities are in the room, etc.
• Log guest issues in Alice and Opera and communicate issues as appropriate.
• Develop relationships with a variety of local vendors, which include, and are not limited to, restaurants, night clubs, museums, theaters, sports venues, ticket agencies, etc.
• Ensure that all guests especially those of VIP status receive utmost attention and to maximize their satisfaction during their entire duration of stay.
• Provide information and promote all in-house facilities and promotions
• Liaise, cooperate and coordinate with all departments to achieve high standards of service and guest satisfaction.
• Review arrivals for the next ten days on a daily basis
• Prepare and distribute daily the Daily VIP list to the necessary teams.
• Update Guest profiles in Opera (PMS) with any preferences and observations.
• Deal with guest issues in an appropriate and a thorough manner from the initial complaint to the resolution.
• Be familiar with all the courier companies and their charges
• Aid in the smooth operation of the car service, and ensure that information is passed to airport representatives for all arriving and departing VIP’s
• Have an in-depth knowledge of what Greater Boston (and New England) has to offer in regards to a variety of experiences our guests may be interested in.

Qualifications

• High School diploma or equivalent required.
• At least 1 year of progressive experience in a hotel or related field preferred.
• College course work in related field helpful.
• Computer knowledge/skills required.
• Flexible and long hours sometimes required.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• 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.