Front Office Manager

Highgate Hotels is a premier real estate investment and hospitality management company with over 30 years of experience and more than $15 billion in assets under management. With a diverse global portfolio of over 400 hotels spanning North America, Europe, the Caribbean, and Latin America, Highgate has established itself as a leader in the hospitality industry. The company specializes in guiding properties through all stages of their life cycle, from initial planning and development through recapitalization or disposition. Highgate is recognized for its innovative approach to hospitality management, successfully developing a wide array of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts. These properties feature contemporary programming and embrace digital technologies that enhance guest experiences and operational efficiency. Using advanced revenue management tools, Highgate adeptly identifies and predicts market trends to maximize asset performance and value.

The Newbury Boston at One Newbury Street is one of the iconic luxury properties managed by Highgate. Located in Boston's esteemed Back Bay district, it offers an exquisite blend of historic grandeur and modern luxury. Originally opened in 1927 as one of the first Ritz-Carlton hotels in the United States and more recently the Taj Boston, this hotel boasts 286 elegant guest rooms, 16,000 square feet of versatile event spaces, signature dining outlets, and a reimagined entrance positioned on bustling Newbury Street.

The role of Front Office Manager at The Newbury Boston is integral to ensuring the smooth and efficient operation of front desk functions, uniformed services, and telephone communications in a manner that is both attentive and courteous. This position demands exceptional customer service skills, leadership capabilities, and a keen understanding of hospitality operations. The Front Office Manager oversees guest service from arrival to departure, ensuring consistently high satisfaction levels, maximizing room occupancy and revenue, and leading the front office team to uphold the highest standards synonymous with Highgate Hotels. This full-time, salaried position offers the opportunity to work in a dynamic luxury hotel environment where dedication to service excellence is paramount.

In this role, candidates will be responsible for managing a team, coaching and motivating staff, conducting interviewing and hiring, and maintaining operational standards and policies. The manager will also be responsible for daily revenue and occupancy analysis, participating in upselling and merchandising meetings, and fostering communication across departments such as housekeeping, reservations, and accounting. A commitment to Highgate’s core values — passion, innovation, integrity, ownership, and community — is crucial. The position requires proficiency with front office computer systems, compliance with credit and cash handling policies, and the oversight of lost and found procedures and key control systems.

The Front Office Manager is expected to maintain a professional working atmosphere, promote teamwork, and align departmental efforts towards guest satisfaction, efficient operations, and brand standards. Attention to detail, problem-solving skills, and the ability to handle guest inquiries and complaints effectively are essential. Additionally, the role involves organizing schedules and payroll in accordance with business forecasts and labor budgets, alongside preparing reports and conducting meetings as per company requirements. This leadership position offers a meaningful opportunity for a hospitality professional passionate about luxury service, operational excellence, and team development in a prestigious hotel setting.