Assistant Guest Experience & Events Manager

Compensation Type

Yearly

Highgate Hotels

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

Overview

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.

Responsibilities

• 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 bar