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

The Newbury Boston at One Newbury Street, located in the premier shopping and dining neighborhood of Boston’s Back Bay is an iconic property originally opened in 1927 as one of the first Ritz-Carlton hotels in the U.S. and most recently was the Taj Boston. The building was recently transformed into a 286-room luxury hotel with 16,000-sq-ft of stunning event spaces, signature dining experiences and a reimagined front entrance on Newbury Street.

Overview

The Executive Assistant is responsible for clerical, administrative, and other duties to assist in the smooth operation of the Executive Team. He/she is also responsible for providing attentive, courteous and efficient service to all guests.

Responsibilities

• Greet and welcome all guests in accordance with Highgate Hotel standards.
• Answer guest inquires about hotel and conference center services, facilities and hours of operation in a timely manner.
• Answer telephone and email messages. Respond accordingly.
• Maintain and stay abreast of the latest computer programs/innovations (as applicable).
• Greet all individuals and guests arriving at the executive offices courteously and assist with their needs.
• First point of contact for the Executive Office: responsible for answering the phone for Managing Director and greeting their guests.
• Work with both Rooms and Food & Beverage Department to create reservations and ensure that VIP guests are accommodated.
• Work with Guest Experience Team to make sure that Welcome Notes are created by General Manager for all VIP guests.
• Manage, track, and file all Donation and Auction requests that are received by the hotel, in addition to the follow-up communication with the requesting organizations.
• Open and distribute mail.
• Filing of all pertinent correspondence in a timely manner.
• Maintain adequate inventory of office supplies.
• Responsible for the smooth operation of the office.
• Type and distribute meeting minutes.
• Document all guest requests/complaints and communicate such to respective personnel for proper handling.
• Follow-up on guest satisfaction.
• Handle guest complaints by following instant pacification procedures, ensuring guest satisfaction.
• Maintain trace file as needed.

Qualifications

• 5 years of customer service experience required.
• At least 3 years of progressive experience in a hotel required.
• Bachelor degree in a related field required.
• Microsoft Office knowledge & skills required.
• Hotel PMS knowledge required, Opera Cloud knowledge preferred.
• Flexible and long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.