Assistant Front Office Manager

The Atlas Hotel•Boston, MA

31d•$67,000 - $70,000•Onsite

About The Position

The Assistant Front Office Manager supports the Front Office Manager in orchestrating flawless service across all touchpoints. This role 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. This position is part of the ground floor team for a brand-new hotel opening, The Atlas Hotel, Boston's first-of-its-kind hotel, where local connection meets global inspiration and hospitality intersects with thought leadership.

Requirements

At least 1 year of related experience required.
Supervisory experience required.
Must be proficient in Windows, Company approved spreadsheets and word processing
Ability to stand during entire shift.
Maintain a warm, friendly, and courteous demeanor at all times with guests, managers, and fellow employees.
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.

Nice To Haves

Labor experience and OPERA experiences preferred.
Long hours sometimes required.

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.