Assistant Front Office Manager

The Atlas Hotel•Boston, MA

13h

About The Position

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.

Requirements

A 4-year college degree and 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.
Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
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.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
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.
Perform other duties as requested by management.

Nice To Haves

Supervisory experience required. Labor experience and OPERA experiences preferred.

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.
Prepare and conduct Front Desk staff interviews following Highgate hiring procedures.
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.
Participate in M.O.D. coverage as required.
Oversee payroll tasks, including reviewing staff hours and preparing schedules based on business forecasts, productivity, and payroll guidelines.
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.
Maintain open communication with all departments and promote strong inter-departmental relationships.
Work closely with Accounting on follow-up items such as returned checks, rejected credit cards, and discrepancies.
Operate and monitor all Front Office computer systems, report functions, and software maintenance.
Ensure all Front Desk staff greet and welcome guests according to Highgate standards.
Oversee the timely logging and delivery of guest messages, packages, and mail.
Operate mobile phones, radios, Alice application and relay systems professionally, maintaining proper etiquette.
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.
Participate in department and hotel-wide meetings and trainings as required.
Guide the Front Office and Guest Experience teams in contributing to guest satisfaction and audit scores.
Monitor all VIPs, special guests, and special room requests.
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.
Conduct departmental meetings per Highgate standards.
Maintain and control all Front Office equipment.
Ensure consistency with departmental opening and closing procedures.
Manage vendor contracts.
Ensure cleanliness of all public and back-of-house areas.
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.
Use telephone and computer systems to report and verify room status.
Record and reconcile charges for amenities and services.
Ensure outstanding overall guest satisfaction.
Is able to supervise a shift when needed.
Has knowledge of and assists in all emergency procedures as required.
Has knowledge of the names, titles and positions of key people within the hotel.
Has knowledge of the hotel’s surrounding area, such as pharmacies, theaters, Public Transportation, Retail, and Restaurants etc.
Completes all checklists as assigned.