Assistant Guest Experience & Events Manager

				Overview:

Step into the future of hospitality at The Atlas Hotel.

The Atlas, Boston's first-of-its-kind hotel, is where local connection meets global inspiration, and hospitality intersects with thought leadership.

Join us at the ground floor of this brand-new hotel opening and help craft unforgettable moments at the intersection of research, hospitality, and inspiration-where every day is a first.

The Assistant Guest Experience & Events Manager will support the Guest Experience Manager in delivering seamless, personalized service across every stage of the guest journey. He/she will also be responsible for assisting in ensuring the success of all banquet events, while maintaining a profitable operation and high-quality products and service levels. 

Responsibilities:

* Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
* Work closely with other departments (Sales, Housekeeping, Front Office) to maintain an exceptional guest experience. 
* Ensure consistency with departmental opening and closing procedures.
* Attend pre-shift meetings when appropriate and communicate all relevant pass-on information.
* Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
* Carry a phone with a Relay option at all times. Operate mobile phones and Relay devices efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
* Ensure overall guest satisfaction.
* Perform additional tasks assigned by management to enhance the guest experience. 

Guest Experience:

* Craft amenities for all VIPs and long stay guests.
* Coordinate the delivery and retrieval of amenities, ensuring accuracy and timeliness. 
* Ensure all amenities are beautifully presented and meet brand standards before delivery. 
* Ensure consistency with pre-arrival.
* Assist with responding to all guest requests, shortfalls, complaints and/or accidents presented through reservations, guest feedback platforms, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest recovery and satisfaction.
* Respond to guest questions and answer information on local attractions, events, and daily activities in the hotel. 
* Be aware of VIP and repeat guests; greet them by name.
* Re-inspect all Special VIP rooms prior to arrival.
* Ensure that public areas and back-of-house areas are clean.
* Maintain and control all Guest Experience equipment.
* Conduct monthly and quarterly Guest Experience inventories on a timely basis with Guest Experience Manager.
* Understand the out-of-order, out-of-service, discrepant, and show rooms.
* Monitor and act on all special requests as needed; VIPs, special needs rooms, connecting, etc.
* Collaborate with the Front Office team to support their role in contributing to the guest feedback platform.
* Use the telephone and computer system for reporting and verifying room status.
* Record and reconcile charges for amenities or services.

Mini Bar:

* Oversee restocking, tracking, and cleaning of all mini bars.
* Serve guests in a warm, timely, professional manner.
* Ensure department storage areas are kept clean and tidy.
* Be familiar with all cashiering forms.
* Follow all state liquor laws.
* Ensure hallways are free from trays, debris, etc.
* Ensure proper working order of mini bars and report any mini bars in need of repair.

Banquets:

* Assist in overseeing all aspects of the daily operation of the hotel's banquet operation.
* Supervise all banquet personnel.
* Respond to guest complaints in a timely manner.
* Keep Director of Sales & Marketing fully informed of all problems or matters requiring his/her attention.
* Assist in coordinating and monitoring all phases of Loss Prevention in the banquet operation.
* Monitor quality of service in banquet operations.
* Ensure compliance with all local liquor laws, and health and sanitation regulations.
* Ensure compliance with SOPs for the hotel's banquet operation.
* Ensure compliance with requisition procedures.
* Understand and be able to prepare payroll and tip distribution.
* Be involved in and/or conduct departmental and hotel training.
* Coordinate all banquet-related food and beverage requirements with the appropriate departments.
* Review menu/service with sales team and banquet vendors.
* Maintain up to date details on banquet functions and communicate to Sales Team.
* Conduct ongoing training of hourly employees to maintain standards of service.
* Make personal contact with guests and assist them with any requests.
* Supervise proper tabulation of all banquet checks and ensure that all checks are presented to guests for signature.
* Bring to the attention of the Director of Sales & Marketing all materials and equipment that require ordering or need to be replaced.
* Requisition liquor, etc. for banquet bars.
* Ensure safety, sanitation, and cleanliness of service areas.
* Oversee banquet set-up assignments.
* Ensure inspection of all banquet areas for cleanliness and maintenance on a regular basis.
* Supervise the work of banquet employees and observe the performance of hourly service personnel.
* Obtain accurate count after guests are seated for plating and preparation of guest check.
* Ensure the cleanliness and organization of office, work aisles and storage areas.
* Control and maintain all service equipment.

Qualifications:

* At least 1 year of progressive experience in a hotel or a related field.
* High School diploma preferred.
* Previous supervisory responsibility preferred.
* Strong knowledge of service standards, and different service types (French, Russian, etc.).
* Knowledge of food and beverage preparation techniques, health department rules and regulations, liquor laws and regulations.
* Previous experience handling amenities, VIP services, or guest engagement in a hospitality setting is highly desirable. 
* Strong organizational skills with the ability to multitask in a fast-paced environment. 
* Must be proficient with Microsoft Office and internal hotel systems as required. 
* Heavy work - Exerting up to 50 pounds of force occasionally, and/or 25 pounds of force frequently and/or up to 15 pounds of force constantly lifting, carrying, pushing, pulling, or otherwise moving objects.
* Ability to stand during entire shift.
* Flexible and long hours are sometimes required. Based on business levels, holidays and weekends will require availability.
* 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.
* Attend all hotel required meetings and trainings.
* Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
* Maintain a high standard of personal appearance and grooming in line with luxury hospitality expectations. 
* Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
* Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
* Must be able to cross-train in other hotel-related areas.
* Must be detail-oriented and capable of handling confidential information. 
* Maintain a warm, friendly, and polished demeanor at all times.
			

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