Compensation Type

Highgate Hotels

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Location

Located in the heart of downtown Providence, Rhode Island, the 294-room Graduate Providence is a landmark hotel with an illustrious past. Designed by the celebrated firm Warren and Wetmore, the architects behind New York City’s Grand Central Station, the hotel debuted to widespread acclaim in 1922 and quickly became the tourist and social center of Providence. Today, deeply woven within the city’s fabric and culture and beloved by generations of guests, the Graduate Providence is an authentic Providence tradition. The Graduate Providence is a member of the Historic Hotels of America.

Overview

The Manager-In-Training will be exposed to the various Rooms Division operations over the course of an immersive one-year development program. He/she will work closely with hotel operational leaders in Guest Services, Uniform Services, and Housekeeping, ensuring all guests are provided with quality service and a clean and safe environment throughout their stay. He/she is also responsible for providing attentive, courteous and efficient service to all guests, while effectively managing expenses and maximizing service levels.

Responsibilities

• Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• 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.
• Motivate and coach all Rooms Division personnel according to Highgate Hotel SOP's.
• Assist with maintaining regularly scheduled programs, training and detailed checklists for each position.
• Assist in maintaining and controlling all front office and 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.
• Observe and assist with departmental interviews as required and follow hiring procedures according to Highgate Hotel SOP's.
• Inspect rooms daily, and ensure that follow up on defficencies is addressed in a timely basis.
• Complete check in and check out procedures upon guest arrival and departure to and from hotel.
• Complete guest service requests and address guest service complaints in a timely manner.
• Complete daily checklist for assigned area.
• 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 inventories on a timely basis.
• Ensure guest privacy and security through correctly following Highgate Hotel procedures.
• 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.
• Review arrivals report and balance the house accordingly.
• Assist in preparing employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Operate radios and other internal communication devices efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Understand and comply with the hotel Collective Bargaining Agreement 
• Monitor out-of-order, out-of-service, discrepant and show rooms.
• Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.
• Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
• Maintain key control system for house keys.
• Review Housekeeping log book and Guest Request log on a daily basis.
• Use the telephone and computer system for reporting and verifying room status.
• Have extensive knowledge of the product and services available.
• To liaise, cooperate and coordinate with all departments to achieve high standards of service and guest satisfaction.
• Review arrivals for the next ten days on a daily basis
• Update Guest profiles in Property Management System 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.
• Have an in depth knowledge of what Providence, Greater Rhode Island, and the New England area have to offer in regards to a variety of experiences our guests may be interested in.
• 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.
• Attend meetings as required
• Ability to consistently “go the extra mile”

Qualifications

Education & Experience:

• At least 3 years of progressive experience in a hotel or a related field; or a 4-year college degree and 1 or more years of related experience
• Must be proficient working on various computer programs including but not limited to Windows, Microsoft Office products, and other Company approved spreadsheets and word processing.
• Experence with InforHMS or comparable PMS software preferred

Physical requirements:

•  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:

•  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.
• Facilitate, prepare and attend weekly WIG meetings and track results.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.
• Maintain a warm and friendly demeanor at all times.