Overnight Front Office Supervisor
Job Title: 
Overnight Front Office Supervisor
Property Name:
Boston Park Plaza
Location: 
Massachusetts-Boston
Company Name: 
Management  Position? 
Yes
Entry Level Position? 
No
Work Permit Needed? 
Applicants who do not already have legal permission to work in the United States will not be considered.
 
Corporate Overview
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. Highgate also has an expanding presence in key European markets through properties in London, Paris, Barcelona, Vienna and Prague. Highgate's portfolio of global properties represents an aggregate asset value exceeding $10B and generates over $2B 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.
Job Description
Responsibilities

Duties and Functions of the position include, but are not limited to - 

  • Oversee Guest arrival and departure experience, ensuring that all aspects of check-in/check-out are warm, friendly, and efficient
  • Ensure all Guest inquiries are handled and challenges remedied in a timely, professional nature
  • Provide effective feedback and coaching to Team Members as needed
  • Assist with training and/or cross-training Team Members as needed
  • Work closely with other operating departments to drive improvements to overall Guest Service and to foster cross-departmental communication
  • Maintain a professional and high quality service-oriented environment at all times
  • Demonstrate proficiency in all Guest Service Agent duties and responsibilities
  • Maintain proficiency in all aspects of the reservations process within the Hotel’s PMS system
  • Complete assigned shift tasks and duties within stated timelines
  • Perform night audit functions including, but not limited to: rolling of the day and settling credit cards
  • Have knowledge of emergency procedures and assist as necessary
  • Maintain a working knowledge of Fire Control System
  • Perform other duties as requested by management
Job Requirements
Qualifications
  • General Requirements:
    • Demonstrate a warm, friendly, professional demeanor at all times 
    • Possess and display strong communication skills; able to effectively listen to, understand, and respond to Guest and Team Member questions or requests
    • Be flexible with their schedule when required by business demand and/or required meetings and training
    • Demonstrate ability to take initiative, including anticipating Guest or operational needs
    • Comply with all Hotel (Boston Park Plaza) and Corporate (Highgate Hotels) Standards and Regulations set forth, so as to encourage safe and efficient hotel operations, including compliance with the Attendance Policy and Grooming/Appearance Policy

 

  • Education & Experience: 

    • High School diploma or equivalent  (a combination of education, training or experience that provides the required knowledge, skills and abilities) required
    • Experience in a hotel required
    • Computer knowledge/skills required, OPERA preferred
    • Previous supervisory/management experience required
  • Physical Requirements:
  • Flexible and long hours sometimes required
  • Must be able to stand/walk the majority of shift
  • Light work - exerting up to 20 pounds of force occasionally to lift, carry, push, pull or otherwise move objects as required