Hospitality Operations Intern, Part Time

				Overview:

The Hospitality Operations Intern will be exposed to the various Rooms and Food & Beverage divisions operations.

He/She will be responsible for ensuring the operation 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.

Responsibilities:

* 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.
* Ensure staff compliance to Forbes standards.
* Ensure guest privacy and security through correctly following Highgate Hotel procedures.
* 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.
* Operate Relay and other devices efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
* Focus on the Customer. . . Seek to understand the guest and internal customer and meet the needs of both the customer and the Company.
* Attention to Details . . . Ensure that work is accurate, thorough and to the highest standards.
* Take Responsibility . . . Demonstrate personal ownership to tasks and follow through to get the required results.
* Apply Professional, Product or Technical Expertise . . . Demonstrate the ability to apply technical, professional or product expertise to everyday hotel situations.
* Foster Teamwork . . . Work well in a team environment and motivate teams to sustain exceptional levels of performance.
* Communicate effectively . . . Clarify and provide information so that coworkers, customers, and suppliers understand and can take action.
* Ability to consistently "go the extra mile".

Rooms Division:

* Assist in maintaining and controlling all housekeeping equipment.
* Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).
* Ensure that large guestroom turns are managed efficiently.
* Ensure consistency with departmental opening and closing procedures.
* Carry a Relay device at all times.
* Develop employee morale and ensure training of Housekeeping personnel.
* Inspect rooms daily, and ensure that follow up on defficencies is addressed in a timely basis.
* Assist the Housekeeping Department in inspecting guest rooms
* Ensure that public areas, guest rooms and back-of-house areas are cleaned to Highgate Hotel standards.
* Assist in maintaining required pars of all Housekeeping and Laundry supplies by ordering all needed supplies and amenities on a monthly or quarterly basis.
* Assist in conducting monthly and quarterly Housekeeping inventories on a timely basis.
* Monitor work orders and submit to Engineering according to hotel procedures. Follow up on work orders to ensure completion.
* Respond to emergency situations using information contained in MSD sheets. Keep MSD sheets current and easily available.
* Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies.
* Monitor out-of-order, out-of-service, discrepant and show rooms.
* Must maintain constant communication with Front Office.
* Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.
* Review Housekeeping log book and Guest Request log on a daily basis.
* Assist in maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
* Use the telephone and computer system for reporting and verifying room status.
* Record all valet laundry for valet cleaners. Check and review incoming laundry at end of day to ensure all items have been returned.
* Properly store, secure and issue supplies as needed to meet business demands.
* Ensure maximum guest satisfaction through personal recognition and prompt attention from pre-arrival to departure.
* Have extensive knowledge of the product and services available.
* Eensure that all guests especially those of VIP status receive utmost attention and to maximize their satisfaction during their entire duration of stay.
* Ensure that all arriving and departing VIP's and regular guests are greeted and that introductions are made.
* Give information and promote all in house facilities and promotions.
* Liaise, cooperate and coordinate with all departments to achieve high standards of service and guest satisfaction.
* Coordinate the complete preparation of all associated services for arriving VIP's, including, but not limited to, ensuring room is ready; amenities are in the room, etc.
* Deliver on the hotel's loyalty program.
* Update Guest profiles in Opera (PMS) with any preferences and observations.
* Deal with guest issues in an appropriate and a thorough manner from the initial complaint to the resolution.
* Log guest issues in Alice and Opera and communicate issues as appropriate.
* Develop relationships with a variety of local vendors, which include, and are not limited to, restaurants, night clubs, museums, theaters, sports venues, ticket agencies, etc.
* Be familiar with all the courier companies and their charges.
* Have an in depth knowledge of what Greater Boston (and New England) has to offer in regards to a variety of experiences our guests may be interested in.

Food & Beverage Division:

* Provide floor coverage in The Street Bar and support the back of house culinary, stewarding and personal dining team as needed. 
* Manage the door at The Street Bar warmly engaging with our guests to enhance the arrival, dining and departure experience. 
* Answer telephone and email inquiries, responding promptly and professionally
* Maintain up to date knowledge of hotel events, restaurant hours, and menu offerings
* Assist with guest arrival and seating, following established service protocols
* Manage reservations and waitlists, effectively communicating wait times to guests
* Ensure seamless communication of guest details and requests to service staff
* Organize and distribute menus while maintaining clean and presentable service areas
* Assist with light cleaning and setup tasks as needed to maintain an organized work environment
* Support the management team in strategizing service execution
* Assist with menu printing, assembly, and general office administrative work
* Handle department related correspondence and documentation
* Attend required meetings and training sessions
* Perform other duties as assigned by management

Qualifications:

 Education & Experience:  

* Experience in a hotel or a related field; or a college degree and or related experience preferred.
* Computer knowledge/skills required.

Physical Requirements: 

* Flexible and long hours sometimes required.
* Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

General Requirements:

* Maintain a warm and friendly demeanor at all times
* 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.
* Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
* Must be able to multitask and prioritize departmental functions to meet deadlines.
* Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
* Attend all hotel required meetings and trainings.
* Support Highgate core values: passion, innovation, integrity, ownership and community.
* Maintain regular attendance in compliance with Highgate Hotel Standard
			

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