Highgate · 9 hours ago
Assistant Front Office Manager
Boston, MA
Full-time
Onsite
Entry, Mid Level
1+ years expHighgate is a leading real estate investment and hospitality management company with a global portfolio of over 400 hotels. The Assistant Front Office Manager supports the Front Office Manager in ensuring flawless service and operations at The Atlas Hotel, focusing on guest satisfaction and maximizing room revenue.
Hospitality
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
Qualification
Required
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
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