Hospitality Operations Associate

The Newbury Boston•Boston, MA

2d•Onsite

About The Position

The Hospitality Associate is responsible for promptly recognizing and seating guests in assigned outlets and assisting servers in providing attentive, courteous, and efficient service throughout guests’ dining experiences. The role responds to guest requests, problems, complaints, and accidents; follows up to ensure satisfaction; supports guest privacy and security; and helps ensure compliance with Forbes standards and Highgate policies and procedures. Associates communicate professionally with hotel staff, maintain effective working relationships, and use Relay and other devices appropriately. The position emphasizes customer focus, attention to detail, personal accountability, professional expertise, teamwork, effective communication, and consistently exceeding expectations. The position is at The Newbury Boston, a 286-room luxury hotel in Boston’s Back Bay with event spaces and dining experiences. The job requires regular attendance according to hotel scheduling needs, which may vary. Full-time associates are offered a benefits package; the listed benefits do not apply to part-time positions.

Requirements

Maintain a warm and friendly demeanor at all times.
Communicate effectively, verbally and in writing, with employees at all levels and with guests in an attentive, friendly, courteous, and service-oriented manner.
Listen to, understand, and clarify concerns raised by employees and guests.
Multitask and prioritize departmental functions to meet deadlines.
Approach interactions with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
Support Highgate core values: passion, innovation, integrity, ownership, and community.
Maintain regular attendance as required by hotel standards and scheduling needs.
Maintain high standards of personal appearance and grooming.
Comply with Highgate Hotel standards and regulations.
Handle problems by anticipating, preventing, identifying, and solving them as needed.
Understand and evaluate complex information and data from various sources.
Maintain confidentiality and demonstrate initiative.

Responsibilities

Promptly recognize and seat guests in assigned outlets and assist servers in providing attentive, courteous, and efficient dining service.
Respond attentively and efficiently to guest requests, problems, complaints, and accidents received through reservations, comment cards, letters, or phone calls, and follow up to ensure guest satisfaction.
Ensure staff compliance with Forbes standards.
Protect guest privacy and security by correctly following Highgate Hotel procedures.
Maintain professional working relationships and open communication with managers, employees, and other departments.
Implement Highgate Hotel policies and house rules and understand hospitality terminology.
Operate Relay and other devices efficiently and professionally when communicating with hotel staff, and use proper radio etiquette.
Understand and meet the needs of guests and internal customers while supporting Company needs.
Ensure work is accurate, thorough, and completed to high standards; take ownership of tasks and follow through to achieve results.
Apply technical, professional, or product expertise to everyday hotel situations.
Work effectively in a team and help motivate teams to sustain exceptional performance.
Communicate and clarify information so coworkers, customers, and suppliers understand and can act on it.
Provide service that consistently goes the extra mile.
Attend required hotel meetings and trainings.
Maintain regular attendance according to hotel standards and scheduling needs.
Maintain high standards of personal appearance and grooming.
Comply with hotel standards and regulations to support safe and efficient operations.
Maximize productivity, identify problem areas, and assist with implementing solutions.
Anticipate, prevent, identify, and resolve problems as necessary.
Understand and evaluate complex information and data from various sources to meet objectives.
Cross-train in other hotel-related areas as needed.
Maintain confidentiality of information and show initiative by anticipating guest or operational needs.
Perform other duties as requested by management.

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