Complex Overnight Manager

Highgate Hotels Boston , MA 02298

Posted 3 weeks ago

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. 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.

Location

An unrivaled blend of warmth, authentic heritage, and contemporary sophistication attract travelers from around the world to Boston's most beloved hotel, the Boston Park Plaza. With the recent completion of a $100 million landmark transformation of all guest rooms, meeting space and public areas, guests quickly discover that this 1927 historic hotel is still classic, timeless, and always in-style. The hotel features 1,060 guest rooms (including 57 suites) plus onsite amenities.This historic and vibrant hotel is located in Boston's Back Bay neighborhood, just steps away from Boston Common and within walking distance of world-renowned Newbury Street, the Financial District, Faneuil Hall Marketplace, and a host of other famous historical Boston sites.

Employment Status

Full-Time

Overview

The Complex Overnight Manager is responsible for ensuring that all daily reports are generated, daily revenues are balanced, express checkouts are processed efficiently and guests needing assistance during the shift are accommodated. The Complex Overnight Manager will provide the management team with accurate and reliable information needed to make effective operational decisions. Courtesy with associates and guests and a dedication to 5-star service will be key to this role. This position oversees the nighttime operation at the iconic Boston Park Plaza and Taj Boston properties, generally splitting the time to both properties.

Responsibilities

  • Check guests in and out.

  • Handle and take reservations.

  • Handle guest's special requests and customer complaints during shift.

  • Perform all other front desk duties and responsibilities.

  • Investigate and handle complaints, disturbances, emergencies, etc. during shift.

  • Perform some Night Audit functions, able to review all Night Audit related functions and able to produce Night Audit reports.

  • Assist in the preparation of Night Audit month-end reports, including in-house movie reports, house account summary, phone summary, etc.

  • Interview, train, supervise and develop Night Audit staff, including coaching, counseling and discipline.

  • Prepare, copy, and distribute reports as required.

  • Handle special guest requests.

  • Monitor and prepare Night Audit reports in accordance with Highgate Hotel's requirements meeting various due dates and deadlines, i.e.,

  • Attend and contribute to periodic meetings to maintain favorable working relationships among employees and promote maximum morale, productivity, and efficiency.

Qualifications

  • A minimum 5 years of progressive experience in a hotel or related field; or a 2-year college degree and a minimum of 3 years of progressive experience in a related field; or a 4-year degree and a minimum of 1 year of progressive experience in a related field.

  • Previous supervisory responsibilities preferred.

  • Must be proficient in Windows, Company approved spreadsheets and word processing.

  • Long hours sometimes required.

  • Sedentary work, exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

  • demeanor at all times.

  • 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.

  • Participate in M.O.D. coverage as required.

  • 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, which include wearing nametags.

  • 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.

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Complex Overnight Manager

Highgate Hotels