Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $75,000.00 - $80,000.00
Work Schedule
Flexible
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Professional development opportunities
Employee Discounts
Life insurance
Job Description
Highgate Hotels is a premier real estate investment and hospitality management company renowned for its pioneering role in the hotel industry. Operating primarily within major U.S. gateway markets such as New York, Boston, Miami, San Francisco, and Honolulu, Highgate also boasts a rapidly expanding global presence in regions including Europe, Latin America, and the Caribbean. The company's impressive portfolio encompasses a wide range of hospitality properties with an aggregate asset value exceeding $20 billion and generating over $5 billion in cumulative revenues annually. Highgate excels in guiding hospitality properties through every stage of their lifecycle—from planning and development to recapitalization... Show More
Job Requirements
- High school diploma or equivalent
- Prior experience in hospitality management or guest services preferred
- Proficiency with property management systems (PMS) and point of sale (POS) systems
- Ability to work various shifts including weekends and holidays
- Strong leadership and team management skills
- Excellent organizational and time management abilities
- Demonstrated customer service excellence
- Capacity to handle high-pressure situations with professionalism
- Commitment to uphold company standards and policies
- Ability to maintain confidentiality and act with integrity
- Strong interpersonal skills and cultural sensitivity
Job Qualifications
- Effective communication skills, both verbal and written
- Ability to listen, understand, and clarify concerns
- Strong multitasking and prioritization abilities
- Friendly, courteous, and service-oriented demeanor
- Willingness to attend all hotel required meetings and trainings
- Ability to participate in Manager on Duty coverage as required
- Compliance with attendance and personal appearance standards
- Knowledge of hotel operation standards and regulations
- Problem-solving skills including anticipating, preventing, and resolving issues
- Ability to comprehend and analyze complex information
- Commitment to maintaining confidentiality
- Flexibility to perform additional duties as requested
- Consistently maintain a warm and friendly demeanor
Job Duties
- Conduct daily reviews of arrivals to identify VIPs, repeat guests, special occasions, and preferences
- Partner with Front Office and Housekeeping to confirm room readiness, amenities, and bespoke touches
- Manage room inventory and collaborate with Reservations and Front Desk to extend upgrades
- Maintain accurate guest profiles to enable continuity across stays
- Reach out pre-arrival to confirm details, capture preferences, and propose curated options
- Serve as the single point of contact for VIPs during their stay, coordinating itinerary changes and resolving issues
- Coordinate welcome amenities and celebration moments with precise timing
- Send tailored post-stay thank-you messages and collect feedback
- Monitor in-room dining ticket times, delivery standards, and presentation aesthetics
- Reconcile daily in-room dining orders with POS and guest folios
- Own service recovery issues from first report to full resolution
- Secure reservations at partner venues and maintain preferred-partner protocols
- Build local partnerships to curate authentic itineraries
- Lead and schedule bell and door associates
- Deliver ongoing skills training in service artistry and problem resolution
- Conduct pre-shift briefings covering arrivals, VIP notes, and standards refreshers
- Manage food and beverage inventories and monitor usage and waste
- Partner with Finance and Culinary on ordering cycles and stock reconciliations
- Ensure all charges are posted and compliant with policy
- Leverage PMS, POS, CRM and communication platforms to align operations
- Maintain guest experience logs, shift handover notes, and KPI dashboards
- Escalate risks with solutions during leadership huddles
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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