Hospitality Operations Associate

Highgate Hotels•Boston, MA

7d•Onsite

About The Position

The Hospitality Associate ensures the prompt recognition and seating of guests in assigned outlets and assists servers in providing attentive, courteous, and efficient service throughout the dining experience. The role responds to guest requests and concerns, helps ensure guest satisfaction, and supports guest privacy and security by following hotel procedures. Associates are expected to uphold Forbes standards, Highgate policies, house rules, and safe and efficient operating standards while maintaining effective communication with hotel staff and other departments. The position calls for a warm, professional, customer-focused approach, strong attention to detail, teamwork, initiative, and the ability to handle multiple priorities and resolve problems. Associates may be cross-trained in other hotel areas and perform other duties as requested by management. The position is at The Newbury Boston, a 286-room luxury hotel in Boston’s Back Bay.

Requirements

Maintain a warm and friendly demeanor at all times.
Effectively communicate verbally and in writing with employees and guests at all levels 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 encounters 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 in compliance with Highgate Hotel standards and scheduling requirements, which vary according to hotel needs.
Maintain high standards of personal appearance and grooming.
Handle problems effectively, including anticipating, preventing, identifying, and solving them as necessary.
Understand and evaluate complex information and data from various sources to meet appropriate objectives.
Maintain confidentiality and demonstrate initiative.

Responsibilities

Ensure the prompt recognition and seating of guests in assigned outlets.
Assist servers in providing attentive, courteous, and efficient service throughout guests’ dining experiences.
Respond attentively, courteously, and efficiently to guest requests, problems, complaints, and accidents received through reservations, comment cards, letters, or phone calls; 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.
Ensure implementation of Highgate Hotel policies and house rules.
Operate Relay and other devices efficiently and professionally when communicating with hotel staff.
Use proper radio etiquette within the department.
Understand guest and internal customer needs and work to meet both customer and company needs.
Ensure work is accurate, thorough, and completed to high standards; take ownership of tasks and follow through.
Support teamwork and effective communication with coworkers, customers, and suppliers.
Attend required hotel meetings and trainings.
Maintain regular attendance, personal appearance, and grooming in accordance with hotel standards.
Comply with hotel standards and regulations to support safe and efficient operations; identify problem areas and assist in implementing solutions.
Anticipate, prevent, identify, and solve problems; show initiative in anticipating guest or operational needs.
Maintain confidentiality of information and cross-train in other hotel-related areas.
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
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law