Assistant Front Office Manager

Highgate Hotels • Boston, MA

1d • Onsite

About The Position

The Assistant Front Office Manager supports the Front Office Manager in coordinating service across guest touchpoints and ensuring the Front Office operates attentively, efficiently, and courteously. The role provides guests with quality service before and throughout their stay while helping maximize room revenue and occupancy. The position is at The Atlas Hotel, a new hotel in Boston.

Requirements

• At least 1 year of related experience.
• Supervisory experience.
• Proficiency in Windows and company-approved spreadsheet and word-processing applications.
• Ability to work long hours when required.
• Ability to stand throughout the entire shift.
• Ability to maintain a warm, friendly, and courteous demeanor with guests, managers, and colleagues.
• Effective verbal and written communication with employees and guests at all levels.
• High standards of personal appearance and grooming.
• Ability to comply with Highgate Hotel standards and regulations to encourage safe and efficient hotel operations.
• Ability to focus on productivity, identify problem areas, and assist in implementing solutions.
• Ability to handle problems by anticipating, preventing, identifying, and solving them.
• Ability to understand and evaluate complex information and data from various sources to meet objectives.
• Ability to maintain confidential information.

Nice To Haves

• Labor experience.
• OPERA experience.

Responsibilities

• Collaborate with Sales, Housekeeping, Reservations, and Accounting to support smooth operations.
• Ensure consistent guest pre-arrival and post-stay processes.
• Respond courteously and efficiently to guest requests, problems, complaints, and accidents, and 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 Highgate Hotel standards, including Standard of the Day/Week training and effective training procedures.
• Coordinate VIP amenities, recognition programs, and special requests, including reinspecting VIP rooms before arrival.
• Promote employee morale and the ongoing development of Guest Services and Guest Experience teams.
• Maximize room revenue and occupancy by reviewing status reports, rate variances, credit reports, house counts, and selling status.
• Ensure accurate billing and capture of no-show revenue.
• Handle purchase orders, invoices, and checkbook accounting according to Highgate SOPs.
• Operate and monitor Front Office computer systems, report functions, and software maintenance.
• Ensure guest messages, packages, and mail are logged and delivered promptly.
• Use the Alice application to report Housekeeping and Maintenance issues and monitor them through resolution.
• Support implementation of Highgate’s service philosophy and departmental procedures.
• Ensure accurate cash handling and enforce hotel credit policies.
• Manage Lost and Found procedures and the key control system.
• Maintain appropriate inventory of 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 files for purchases, schedules, forecasts, reports, and logs.
• Ensure consistent 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 discrepancies with Housekeeping.
• Manage and organize large turn days, including transitions for long-term guests.
• Understand and monitor out-of-order, out-of-service, discrepant, and show rooms.
• Record and reconcile charges for amenities and services.
• Ensure overall guest satisfaction.

Benefits

• 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 in accordance with applicable law
• Employee assistance program (EAP)
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed