Assistant Front Office Manager
Company: Courtyard Boston Cambridge
Location: Cambridge
Posted on: June 21, 2022
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Job Description:
Highgate Hotels
Highgate is a leading real estate investment and hospitality
management company widely recognized as an innovator in the
industry. Highgate is the dominant player in major U.S. gateway
cities including New York, Boston, Miami, San Francisco and
Honolulu, with a growing Caribbean and Latin America footprint. The
hospitality forward company provides expert guidance through all
stages of the property cycle, from planning and development through
recapitalization or disposition. Highgate has a proven record of
developing its diverse portfolio of bespoke lifestyle hotel brands,
legacy brands, and independent hotels and resorts with contemporary
programming and digital acumen. The company utilizes
industry-leading revenue management tools that efficiently identify
and predict evolving market dynamics to drive outperformance and
maximize asset value. With an executive team consisting of some of
the most experienced hotel management leaders, the company is a
trusted partner for top ownership groups and major hotel brands.
Highgate maintains corporate offices in New York, Chicago, Dallas,
London, Miami, and Seattle. www.highgate.com .
Location
The newly renovated Courtyard by Marriott, Boston-Cambridge is
nestled on the banks of the historic Charles River, home of the
Head of the Charles Regatta. With its unique location situated
between prestigious Harvard University and M.I.T., the hotel offers
207 newly renovated rooms. A short walk puts you in Harvard and
Central Square, where there are a variety of restaurants and night
life to choose from.
Overview
The Assistant Front Office Manager is responsible for ensuring the
operation of the Guest Services, Concierge and Uniformed
Services/Transportation 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.
Responsibilities
- 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, counsel and discipline all Guest Services
personnel according to Highgate Hotel S.O.P.'s.
- Carry a cell phone at all times.
- Prepare and conduct all Guest Services interviews and follow
hiring procedures according to Highgate Hotel S.O.P.'s.
- Develop employee morale and ensure training of Guest Services
personnel.
- Maximize room revenue and occupancy by reviewing status daily.
Analyze rate variance, monitor credit report and maintain close
observation of daily house count. Monitor selling status of house
daily, i.e. flash report, allowances, etc.
- Attend daily and monthly Rooms Merchandizing meetings.
- Participate in required M.O.D. program as scheduled
- Review Guest Services staff's worked hours for payroll
compilation and submit to Accounting on a timely basis
- Prepare employee Schedule according to business forecast, payroll
budget guidelines and productivity requirements.
- Ensure that no-show revenue is maximized through consistent and
accurate billing.
- Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders,
vouchering of invoices and checkbook accounting.
- Ensure that Wage Progress, Productivity and the Ten Day Forecast
are completed on a timely basis according to Highgate Hotel
S.O.P.'s.
- Maintain a professional working relationship and promote open
lines of communication with managers, employees and other
departments.
- Work closely with Accounting on follow-up items, i.e., returned
checks, rejected credit cards, employee discrepancies, etc.
- Operate all aspects of the Front Office computer system,
including software maintenance, report generation and analysis, and
simple programming.
- Monitor proper operation of the P.B.X. console and ensure that
employees maintain Highgate Hotel S.O.P.'s in its use.
- Ensure staff greet and welcome all guests approaching the Front
Desk in accordance with Highgate Hotel S.O.P.'s.
- Ensure implementation of all Highgate Hotel policies and house
rules. Understand hospitality terms.
- Ensure sign off of all Service Standards by Position for Guest
Services staff.
- Assist in preparation of revenue and occupancy forecasting.
- Ensure logging and delivery of all messages, packages, and mail
in a timely and professional manner.
- Must maintain constant communication with Housekeeping,
Reservations and the Credit Manager..
- Coordinate all aspects of the ongoing implementation of the
Highgate Hotel philosophy of service.
- Ensure correct and accurate cash handling at the Front Desk.
- Follow and enforce all Highgate Hotel credit policies.
- Ensure that employees are, at all times, attentive, friendly,
helpful and courteous to all guests, managers and other
employees.
- Maintain and monitor "Lost and Found" procedures and policies
according to Highgate Hotel standards.
- Establish and maintain key control system.
- Ensure participation within department for monthly Highgate Hotel
team meeting.
- Focus the Guest Services Department on their role in contributing
to the Guest Service and audit scores.
- Monitor all V.I.P.'s, special guests and requests.
- Maintain required pars of all front office and stationary
supplies.
- Review daily Front Office work and activity reports generated by
Night Audit.
- Review Front Office log book and Guest Request log on a daily
basis.
Keywords: Courtyard Boston Cambridge, Cambridge , Assistant Front Office Manager, Executive , Cambridge, Massachusetts
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