Hospitality Operations Associate

Hospitality Associate

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 include:

• Responding 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.
• Ensuring staff compliance to Forbes standards.
• Ensuring guest privacy and security through correctly following Highgate Hotel procedures.
• Maintaining a professional working relationship and promoting open lines of communication with managers, employees and other departments.
• Ensuring implementation of all Highgate Hotel policies and house rules. Understanding hospitality terms.
• Operating Relay and other devices efficiently and professionally in communicating with hotel staff. Ensuring the proper use of radio etiquette within the department.
• Focusing on the Customer: Seeking to understand the guest and internal customer and meeting the needs of both the customer and the Company.
• Attention to Details: Ensuring that work is accurate, thorough and to the highest standards.
• Taking Responsibility: Demonstrating personal ownership to tasks and following through to get the required results.
• Applying Professional, Product or Technical Expertise: Demonstrating the ability to apply technical, professional or product expertise to everyday hotel situations.
• Fostering Teamwork: Working well in a team environment and motivating teams to sustain exceptional levels of performance.
• Communicating effectively: Clarifying and providing information so that coworkers, customers, and suppliers understand and can take action.
• Ability to consistently "go the extra mile".

Qualifications include:

• Maintaining a warm and friendly demeanor at all times.
• Effectively communicating both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service-oriented manner.
• Effectively listening to, understanding, and clarifying concerns raised by employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Approaching all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attending all hotel required meetings and trainings.
• Supporting Highgate core values: passion, innovation, integrity, ownership and community.
• Maintaining regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintaining high standards of personal appearance and grooming.
• Complying with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximizing efforts towards productivity, identifying problem areas and assisting in implementing solutions.
• Effectively handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Ability to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Ability to cross-train in other hotel related areas.
• Maintaining confidentiality of information.
• Ability to show initiative, including anticipating guest or operational needs.
• Performing other duties as requested by management.

Benefits include:

• 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"). 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.

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