Rooms Operations Assistant Manager

Highgate Hotels

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.

The Rooms Operations Assistant Manager will be responsible for ensuring the operations of the Rooms Divisions 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.

• Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• 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.
• Motivate, coach, counsel and discipline all Rooms department personnel according to Highgate Hotel SOP's.
• Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel.
• Ensure staff compliance to Forbes standards.
• Maintain a detailed checklist for each position.
• Assist in ensuring compliance with all corporate Risk Management standards (MSDS, Haz Comm, etc.).
• Ensure consistency with departmental opening and closing procedures.
• Carry a Relay device at all times.
• Prepare and conduct departmental interviews as required and follow hiring procedures according to Highgate Hotel SOP's.
• Develop employee morale and ensure training of Rooms department personnel.
• Ensure guest privacy and security through correctly following Highgate Hotel procedures.
• Monitor work orders and submit to Engineering according to hotel procedures. Follow up on work orders to ensure completion.
• Conduct pre-shift meetings.
• Respond to emergency situations using information contained in MSD sheets. Keep MSD sheets current and easily available.
• Assist in reviewing Rooms department staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Assist in preparing employee schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Maintain Highgate Hotel SOP's regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• 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.
• Ensure sign off of all Service Standards by Position competencies for Rooms department staff.
• Operate radios and other devices efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Highgate Hotel standards.
• Maintain key control system for house keys.
• Ensure participation within department for monthly Highgate Hotel team meeting.
• Focus the Rooms Department on their role in contributing to the Guest Service and audit Scores.
• Assist in maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Properly store, secure and issue supplies as needed to meet business demands.
• Ensure completion of regular maintenance and cleaning projects on a biannual basis.
• Ensure maximum guest satisfaction through personal recognition and prompt attention from pre‑arrival to departure.
• Have extensive knowledge of the product and services available.
• Ensure that all guests, especially those of VIP status, receive utmost attention and maximize their satisfaction during their entire duration of stay.
• Give information and promote all in‑house facilities and promotions.
• Liaise,…