Assistant Guest Experience & Events Manager

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring 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 of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

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 Guest Experience & Events Manager will support the Guest Experience Manager in delivering seamless, personalized service across every stage of the guest journey. He/she will also be responsible for assisting in ensuring the success of all banquet events, while maintaining a profitable operation and high-quality products and service levels.

• Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Work closely with other departments (Sales, Housekeeping, Front Office) to maintain an exceptional guest experience.
• Ensure consistency with departmental opening and closing procedures.
• Attend pre-shift meetings when appropriate and communicate all relevant pass-on information.
• Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
• Carry a phone with a Relay option at all times. Operate mobile phones and Relay devices efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Ensure overall guest satisfaction.
• Perform additional tasks assigned by management to enhance the guest experience.

Guest Experience:

• Craft amenities for all VIPs and long stay guests.
• Coordinate the delivery and retrieval of amenities, ensuring accuracy and timeliness.
• Ensure all amenities are beautifully presented and meet brand standards before delivery.
• Ensure consistency with pre-arrival.
• Assist with responding to all guest requests, shortfalls, complaints and/or accidents presented through reservations, guest feedback platforms, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest recovery and satisfaction.
• Respond to guest questions and answer information on local attractions, events, and daily activities in the hotel.
• Be aware of VIP and repeat guests; greet them by name.
• Re-inspect all Special VIP rooms prior to arrival.
• Ensure that public areas and back-of-house areas are clean.
• Maintain and control all Guest Experience equipment.
• Conduct monthly and quarterly Guest Experience inventories on a timely basis with Guest Experience Manager.
• Understand the out-of-order, out-of-service, discrepant, and show rooms.
• Monitor and act on all special requests as needed; VIPs, special needs rooms, connecting, etc.
• Collaborate with the Front Office team to support their role in contributing to the guest feedback platform.
• Use the telephone and computer system for reporting and verifying room status.
• Record and reconcile charges for amenities or services.

Mini Bar:

• Oversee restocking, tracking, and cleaning of all mini bars.
• Serve guests in a warm, timely, professional manner.
• Ensure department storage areas are kept clean and tidy.
• Be familiar with all cashiering forms.
• Follow all state liquor laws.
• Ensure hallways are free from trays, debris, etc.
• Ensure proper working order of mini bars and report any mini bars in need of repair.

Banquets:

• Assist in overseeing all aspects of the daily operation of the hotel’s banquet operation.
• Supervise all banquet personnel.
• Respond to guest complaints in a timely manner.
• Keep Director of Sales & Marketing fully informed of all problems or matters requiring his/her attention.
• Assist in coordinating and monitoring all phases of Loss Prevention in the banquet operation.
• Monitor quality of service in banquet operations.
• Ensure compliance with all local liquor laws, and health and sanitation regulations.
• Ensure compliance with SOPs for the hotel’s banquet operation.
• Ensure compliance with requisition procedures.
• Understand and be able to prepare payroll and tip distribution.
• Be involved in and/or conduct departmental and hotel training.
• Coordinate all banquet-related food and beverage requirements with the appropriate departments.
• Review menu/service with sales team and banquet vendors.
• Maintain up to date details on banquet functions and communicate to Sales Team.
• Conduct ongoing training of hourly employees to maintain standards of service.
• Make personal contact with guests and assist them with any requests.
• Supervise proper tabulation of all banquet checks and ensure that all checks are presented to guests for signature.
• Bring to the attention of the Director of Sales & Marketing all materials and equipment that require ordering or need to be replaced.
• Requisition liquor, etc. for banquet bars.
• Ensure safety, sanitation, and cleanliness of service areas.
• Oversee banquet set-up assignments.
• Ensure inspection of all banquet areas for cleanliness and maintenance on a regular basis.
• Supervise the work of banquet employees and observe the performance of hourly service personnel.
• Obtain accurate count after guests are seated for plating and preparation of guest check.
• Ensure the cleanliness and organization of office, work aisles and storage areas.
• Control and maintain all service equipment.

• At least 1 year of progressive experience in a hotel or a related field.
• High School diploma preferred.
• Previous supervisory responsibility preferred.
• Strong knowledge of service standards, and different service types (French, Russian, etc.).
• Knowledge of food and beverage preparation techniques, health department rules and regulations, liquor laws and regulations.
• Previous experience handling amenities, VIP services, or guest engagement in a hospitality setting is highly desirable.
• Strong organizational skills with the ability to multitask in a fast-paced environment.
• Must be proficient with Microsoft Office and internal hotel systems as required.
• Heavy work - Exerting up to 50 pounds of force occasionally, and/or 25 pounds of force frequently and/or up to 15 pounds of force constantly lifting, carrying, pushing, pulling, or otherwise moving objects.
• Ability to stand during entire shift.
• Flexible and long hours are sometimes required. Based on business levels, holidays and weekends will require availability.
• 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.
• 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 a high standard of personal appearance and grooming in line with luxury hospitality expectations.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be able to cross-train in other hotel-related areas.
• Must be detail-oriented and capable of handling confidential information.
• Maintain a warm, friendly, and polished demeanor at all times.