Assistant Front Office Manager

Compensation Type

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

Overview

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 Assistant Front Office Manager, supports the Front Office Manager in orchestrating flawless service across all the touchpoint 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

• Communicate and collaborate consistently with the Sales, Housekeeping, Reservations, and Accounting teams to ensure smooth operations.
• Ensure consistency with all guest pre-arrival and post-stay processes.
• 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.
• Motivate, coach, train, and, when necessary, counsel Front Office and Guest Experience staff in accordance with Highgate Hotel SOPs.
• Ensure compliance with all Highgate Hotel standards, including Standard of the Day/Week training and effective training procedures.
• Coordinate and maintain VIP amenities, recognition programs, and special requests, including re-inspecting VIP rooms before arrival.
• Foster strong employee morale and ensure continuous development of Guest Services and Guest Experience teams.
• Maximize room revenue and occupancy through daily review of status reports, rate variances, credit reports, house counts, and selling status.
• Ensure no-show revenue is accurately captured through correct billing.
• Maintain proper handling of Purchase Orders, invoices, and checkbook accounting in line with Highgate SOPs.
• Operate and monitor all Front Office computer systems, report functions, and software maintenance.
• Oversee the timely logging and delivery of guest messages, packages, and mail.
• Use the Alice application to report Housekeeping and Maintenance issues, and monitor them until they are resolved.
• Support the implementation of Highgate’s service philosophy and departmental procedures.
• Ensure accurate cash handling and enforce hotel credit policies.
• Manage Lost and Found procedures and maintain the key control system.
• Maintain appropriate inventory levels of all front office supplies.
• Review Front Office reports, Night Audit documentation, logs, and guest request reports daily.
• Stay informed about corporate programs, including airline mileage and VIP loyalty programs.
• Maintain organized filing systems for purchases, schedules, forecasts, reports, and logs.
• Ensure consistency with departmental opening and closing procedures.
• Manage vendor contracts.
• Protect guest privacy and security by following Highgate procedures.
• Conduct pre-shift meetings or provide pass-along communication.
• Balance and clear room status nightly, resolving any discrepancies with Housekeeping.
• Manage and organize large turn days, including long-term guest transitions.
• Understand and monitor out-of-order, out-of-service, discrepant, and show rooms.
• Record and reconcile charges for amenities and services.
• Ensure outstanding overall guest satisfaction.

Qualifications

• At least 1 year of related experience required.
• Supervisory experience required.
• Labor experience and OPERA experiences preferred.
• Must be proficient in Windows, Company approved spreadsheets and word processing
• Long hours sometimes required.
• Ability to stand during entire shift.
• Maintain a warm, friendly, and courteous demeanor at all times with guests, managers, and fellow
• 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.
• 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 maintain confidentiality of information.