Guest Services Supv

Guest Services Supervisor

Requisition :

Category: Front Office Operations

Location: Boston, Massachusetts (Hilton Boston Back Bay)

Compensation: USD $34.20/hr (Hourly)

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 out performance 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.

Located in Boston's Back Bay neighborhood, we are a 5-minute walk from Prudential Center and three blocks from Fenway Park – home of the Boston Red Sox. The Charles River, Boston Commons, and many historical and cultural venues are within walking distance. Our hotel also features a fitness center and a Corner Pantry.

The Guest Services Supervisor is responsible for assisting the Guest Services Manager and Assistant Guest Services Manager while providing attentive, courteous, and efficient service to all guests, prior to arrival and throughout their stay, while maximizing room revenue and occupancy.

• Obtain all necessary information when taking room reservations and follow the rate‑quoting scenario.
• Monitor all VIP and special guest requests.
• Review Front Office log and Trace File daily.
• Fully comprehend and operate all relevant aspects of the Front Desk computer system.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all rates, packages, and promotions currently underway as listed in the Red Book.
• Be familiar with all in‑house groups.
• Be aware of all closed out and restricted dates.
• Follow and enforce all Highgate Hotel credit policies.
• Be able to complete and ensure that a proper bucket check, room rate verification report, and housekeeping report have been accurately done and filed.
• Maintain proper operation of the P.B.X. console and ensure that all standards are met, if applicable.
• Establish and maintain good communications and teamwork with fellow employees and other departments within the hotel.
• Assist the G.S.M. in ensuring that employees are following and maintaining standards (i.e., answering phones, callbacks to guests, guest request log).
• Have knowledge of and assist in all emergency procedures as required.
• Oversee and ensure that all guests are checked in/out in a friendly, efficient and courteous manner.
• Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
• Responsible for issued house bank.
• Be able to perform all duties of Guest Services Agent.
• Run room status reports in a timely manner and relay necessary information to affected departments and individuals.
• Monitor key control to maintain hotel security.
• Ensure the maximization of room revenue through Rooms Merchandising.
• Answer all guest inquiries in a timely and professional manner.
• Be involved in departmental meeting, planning and execution.
• Help maintain productivity levels at or above budgeted standards.
• Assist in training and cross training of new hires and current employees on a regular basis.

• High School diploma or equivalent required.
• At least 2 to 3 years of progressive experience in a hotel or a related field required.
• College course work in related field helpful.
• Previous supervisory responsibility preferred.
• Must have a valid driver's license for the applicable state.
• Flexible…