Highgate · 14 hours ago
Front Office Manager
Boston, MA
Full-time
Onsite
Mid, Senior Level
2+ years expHighgate is a leading real estate investment and hospitality management company with a global portfolio of over 400 hotels. The Front Office Manager is responsible for the operation of the Front Desk and ensuring quality service for guests while maximizing room revenue and occupancy.
Hospitality
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 Front Office personnel according to Highgate Hotel S.O.P.'s
Carry Vocera communication device at all times
Prepare and conduct all Front Office interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s
Develop employee morale and ensure training of Front Office personnel and execution of Forbes standards
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, close the house as needed, etc
Attend daily and monthly Rooms Upselling/Merchandizing meetings
Support Highgate core values: passion, innovation, integrity, ownership and community
Participate in required M.O.D. program as scheduled
Review Front Office 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., rejected credit cards, employee cashiering 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 any member of the Front Office team in accordance with Highgate Hotel S.O.P.'s
Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms
Create S.O.P.’s and revise existing ones as needed
Ensure sign off of all Service Standards by Position for Front Office 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
Operate communication devices efficiently and professionally in communicating with hotel staff. Ensure the proper use of communication etiquette within the department
Coordinate all aspects of the ongoing implementation of The Newbury Boston 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 Front Office Department on their role in contributing to the guest satisfaction and audit scores
Monitor all V.I.P.'s and special guest 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
Ensure completion of daily MOD checklist
Be familiar with all corporate sponsored programs, luxury programs, and the standards and procedures for each
Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs
Conduct meetings according to Highgate Hotel standards as required by management
Qualification
Required
2 years Front Office Manager in a luxury hotel required
A 4-year college degree; or a 2-year college degree and 2 or more years or related experience
Must be proficient in Windows, Company approved spreadsheets and word processing
Preferred
Experience with Opera Cloud preferred
Company
Highgate
Highgate is a United States-based real estate investment and hospitality management firm.
10001+ employees
H1B Sponsorship
Highgate has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (8)
2023 (8)
2022 (5)
2021 (4)
2020 (18)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Trilantic North America
2014-10-08Private Equity
Leadership Team
Arash Azarbarzin
Chief Executive Officer
Graham Rumble
Chief Financial Officer | Family Office
Recent News
2025-07-08
Company data provided by crunchbase