Hospitality Operations Intern, Part Time

Compensation Type

Hourly

Highgate Hotels

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition.  Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Location

 

The Newbury Boston at One Newbury Street, located in the premier shopping and dining neighborhood of Boston’s Back Bay is an iconic property originally opened in 1927 as one of the first Ritz-Carlton hotels in the U.S. and most recently was the Taj Boston. The building was recently transformed into a 286-room luxury hotel with 16,000-sq-ft of stunning event spaces, signature dining experiences and a reimagined front entrance on Newbury Street.

Overview

The Hospitality Operations Intern will be exposed to the various Rooms and Food & Beverage divisions operations.

 

He/She will be responsible for ensuring the operation in an attentive, friendly, efficient and courteous manner, providing all guests with quality service and a clean and safe environment throughout their stay, while efficiently managing expenses and maximizing service levels.

Responsibilities

• Respond to all guest requests, problems, complaints and/or accidents presented through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Ensure staff compliance to Forbes standards.
• Ensure guest privacy and security through correctly following Highgate Hotel procedures.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
• Operate Relay and other devices efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Focus on the Customer. . . Seek to understand the guest and internal customer and meet the needs of both the customer and the Company.
• Attention to Details . . . Ensure that work is accurate, thorough and to the highest standards.
• Take Responsibility . . . Demonstrate personal ownership to tasks and follow through to get the required results.
• Apply Professional, Product or Technical Expertise . . . Demonstrate the ability to apply technical, professional or product expertise to everyday hotel situations.
• Foster Teamwork . . . Work well in a team environment and motivate teams to sustain exceptional levels of performance.
• Communicate effectively . . . Clarify and provide information so that coworkers, customers, and suppliers understand and can take action.
• Ability to consistently “go the extra mile”.

Rooms Division:

• Assist in maintaining and controlling all housekeeping equipment.
• Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).
• Ensure that large guestroom turns are managed efficiently.
• Ensure consistency with departmental opening and closing procedures.
• Carry a Relay device at all times.
• Develop employee morale and ensure training of Housekeeping personnel.
• Inspect rooms daily, and ensure that follow up on defficencies is addressed in a timely basis.
• Assist the Housekeeping Department in inspecting guest rooms
• Ensure that public areas, guest rooms and back-of-house areas are cleaned to Highgate Hotel standards.
• Assist in maintaining required pars of all Housekeeping and Laundry supplies by ordering all needed supplies and amenities on a monthly or quarterly basis.
• Assist in conducting monthly and quarterly Housekeeping inventories on a timely basis.
• Monitor work orders and submit to Engineering according to hotel procedures. Follow up on work orde