Hospitality Operations Associate

Internship Opportunity At Highgate Hotels

Come join Highgate for the summer in one of our dynamic internships! Our interns have the opportunity to work in multiple departments such as HR, Operations, Revenue, Marketing, and F&B. You will learn about the hospitality industry while working in a fun and fast-paced environment. Submit your resume today for consideration! Specific hotel placement will be discussed upon submission of an internship offer.

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.

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.

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 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.