Asst. Front Office Manager

About Highgate 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. Position Assistant Front Office Manager Location Courtyard Boston Cambridge, Cambridge, Massachusetts, United States (US-MA-Cambridge, Property: Courtyard Boston Cambridge) The newly renovated Courtyard by Marriott, Boston‑Cambridge is nestled on the banks of the historic Charles River, home of the Head of the Charles Regatta. With its unique location situated between prestigious Harvard University and M.I.T., the hotel offers 207 newly renovated rooms. A short walk puts you in Harvard and Central Square, where there are a variety of restaurants and night life to choose from. Compensation USD $72,000.00 – $74,000.00 per year. (Yearly) Overview The Assistant Front Office Manager is responsible for ensuring the operation of the Front Office in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. Responsibilities Work closely with Sales and Reservations to fulfill special requests for groups, VIPs, etc. Assist daily in guest reception. Respond to all social media feedback, following up with guests as well as internally. Communicate effectively and genuinely with guests, team members, and other departments. Assist and often lead guest service training initiatives within the front office department. Maintain a friendly and caring demeanor at all times in a fast‑paced environment. Maintain a professional image at all times that falls within the hotel and company guidelines for appearance and dress. Demonstrate teamwork by cooperating and assisting colleagues as needed. Provide all Front Desk Assistant duties such as registering guests into the hotel promptly and courteously, using up‑selling techniques to maximize room rates; preparing for group check‑ins and check‑outs, and VIP arrivals. Maintain and update all guest profiles. Review all daily and future reservations to accommodate special requests, make amenity cards, and work closely with IRD and PH to communicate all F&B requests. Work with all new hires for FD training; interview, hire and train guest services agents. Become informed of events/functions in the hotel during shifts. Maintain a house bank and keep an accurate report of daily receipts and deposits. Work with and understand basic financial data and information. Find guest‑centric solutions. Promote hotel services, facilities and outlets, providing guests with information such as local attractions and directions, using the James Report to increase guest satisfaction. Take or assist with reservations and PBX duties. Resolve guest complaints to the satisfaction of the customer by being guest‑centric, friendly and caring. Communicate to Management any problems, complaints or unhappy guests. Intuitively anticipate guest needs, being proactive instead of reactive. Respond quickly to all guest requests in a caring, friendly and professional manner, consistently follow up to ensure guest satisfaction that meets and exceeds our service standards. Maintain a good relationship with repeat guests and their special requests. Supervise a shift when needed. Work closely with Sales and their VIP Clients. Stay current with hotel developments by reviewing the communication log book each shift; update the log book for next shifts and communicate effectively the policies and procedures to other team members. Have knowledge of and assist in all emergency procedures as required. Attend all mandatory meetings and training classes. Know the names, titles and positions of key people within the hotel. Know the hotel's surrounding area, such as pharmacies, theaters, public transportation, retail, and restaurants. Complete all checklists as assigned. Qualifications 4‑year college degree and at least 1 year of related experience required. Supervisory experience required. Labor experience and OPERA experience preferred. Proficiency in Windows, company‑approved spreadsheets and word processing. Long hours sometimes required. Two overnight shifts with this position. Light work – exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Ability to stand during entire shift. Maintain a warm and friendly demeanor at all times. Effective verbal and written communication with all levels of employees and guests in an attentive, friendly, courteous and service‑oriented manner. Effective listening, understanding and clarifying concerns raised by employees and guests. Ability to multitask and prioritize departmental functions to meet deadlines. Attend all hotel required meetings and trainings. Participate in M.O.D. coverage as required. Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling. Maintain high standards of personal appearance and grooming, including wearing nametags. 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. Effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. Understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives. #J-18808-Ljbffr Highgate Hotels, LP