Assistant Guest Experience & Events Manager

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    "title": "Assistant Guest Experience & Events Manager",
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    "datePosted": "2026-03-31T04:00:00.000Z",
    "description": "<h2>Compensation Type</h2>Yearly\n<h2>Highgate Hotels</h2>\n<p>Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.</p>\n<p> </p>\n<p>With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.</p>\n<p> </p>\n<p>With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com</p>\n<h2>Overview</h2>\n<p>Step into the future of hospitality at The Atlas Hotel.</p>\n<p> </p>\n<p>The Atlas, Boston’s first-of-its-kind hotel, is where local connection meets global inspiration, and hospitality intersects with thought leadership.</p>\n<p> </p>\n<p>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.</p>\n<p> </p>\n<p>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. </p>\n<h2>Responsibilities</h2>\n<ul>\n <li>Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.</li>\n <li>Work closely with other departments (Sales, Housekeeping, Front Office) to maintain an exceptional guest experience. </li>\n <li>Ensure consistency with departmental opening and closing procedures.</li>\n <li>Attend pre-shift meetings when appropriate and communicate all relevant pass-on information.</li>\n <li>Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.</li>\n <li>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.</li>\n <li>Ensure overall guest satisfaction.</li>\n <li>Perform additional tasks assigned by management to enhance the guest experience. </li>\n</ul>\n<p> </p>\n<p><strong>Guest Experience:</strong></p>\n<ul>\n <li>Craft amenities for all VIPs and long stay guests.</li>\n <li>Coordinate the delivery and retrieval of amenities, ensuring accuracy and timeliness. </li>\n <li>Ensure all amenities are beautifully presented and meet brand standards before delivery. </li>\n <li>Ensure consistency with pre-arrival.</li>\n <li>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.</li>\n <li>Respond to guest questions and answer information on local attractions, events, and daily activities in the hotel. </li>\n <li>Be aware of VIP and repeat guests; greet them by name.</li>\n <li>Re-inspect all Special VIP rooms prior to arrival.</li>\n <li>Ensure that public areas and back-of-house areas are clean.</li>\n <li>Maintain and control all Guest Experience equipment.</li>\n <li>Conduct monthly and quarterly Guest Experience inventories on a timely basis with Guest Experience Manager.</li>\n <li>Understand the out-of-order, out-of-service, discrepant, and show rooms.</li>\n <li>Monitor and act on all special requests as needed; VIPs, special needs rooms, connecting, etc.</li>\n <li>Collaborate with the Front Office team to support their role in contributing to the guest feedback platform.</li>\n <li>Use the telephone and computer system for reporting and verifying room status.</li>\n <li>Record and reconcile charges for amenities or services.</li>\n</ul>\n<p> </p>\n<p><strong>Mini Bar:</strong></p>\n<ul>\n <li>Oversee restocking, tracking, and cleaning of all mini bars.</li>\n <li>Serve guests in a warm, timely, professional manner.</li>\n <li>Ensure department storage areas are kept clean and tidy.</li>\n <li>Be familiar with all cashiering forms.</li>\n <li>Follow all state liquor laws.</li>\n <li>Ensure hallways are free from trays, debris, etc.</li>\n <li>Ensure proper working order of mini bars and report any mini bars in need of repair.</li>\n</ul>\n<p> </p>\n<p><strong>Banquets:</strong></p>\n<ul>\n <li>Assist in overseeing all aspects of the daily operation of the hotel’s banquet operation.</li>\n <li>Supervise all banquet personnel.</li>\n <li>Respond to guest complaints in a timely manner.</li>\n <li>Keep Director of Sales & Marketing fully informed of all problems or matters requiring his/her attention.</li>\n <li>Assist in coordinating and monitoring all phases of Loss Prevention in the banquet operation.</li>\n <li>Monitor quality of service in banquet operations.</li>\n <li>Ensure compliance with all local liquor laws, and health and sanitation regulations.</li>\n <li>Ensure compliance with SOPs for the hotel’s banquet operation.</li>\n <li>Ensure compliance with requisition procedures.</li>\n <li>Understand and be able to prepare payroll and tip distribution.</li>\n <li>Be involved in and/or conduct departmental and hotel training.</li>\n <li>Coordinate all banquet-related food and beverage requirements with the appropriate departments.</li>\n <li>Review menu/service with sales team and banquet vendors.</li>\n <li>Maintain up to date details on banquet functions and communicate to Sales Team.</li>\n <li>Conduct ongoing training of hourly employees to maintain standards of service.</li>\n <li>Make personal contact with guests and assist them with any requests.</li>\n <li>Supervise proper tabulation of all banquet checks and ensure that all checks are presented to guests for signature.</li>\n <li>Bring to the attention of the Director of Sales & Marketing all materials and equipment that require ordering or need to be replaced.</li>\n <li>Requisition liquor, etc. for banquet bars.</li>\n <li>Ensure safety, sanitation, and cleanliness of service areas.</li>\n <li>Oversee banquet set-up assignments.</li>\n <li>Ensure inspection of all banquet areas for cleanliness and maintenance on a regular basis.</li>\n <li>Supervise the work of banquet employees and observe the performance of hourly service personnel.</li>\n <li>Obtain accurate count after guests are seated for plating and preparation of guest check.</li>\n <li>Ensure the cleanliness and organization of office, work aisles and storage areas.</li>\n <li>Control and maintain all service equipment.</li>\n</ul>\n<h2>Qualifications</h2>\n<ul>\n <li>At least 1 year of progressive experience in a hotel or a related field.</li>\n <li>High School diploma preferred.</li>\n <li>Previous supervisory responsibility preferred.</li>\n <li>Strong knowledge of service standards, and different service types (French, Russian, etc.).</li>\n <li>Knowledge of food and beverage preparation techniques, health department rules and regulations, liquor laws and regulations.</li>\n <li>Previous experience handling amenities, VIP services, or guest engagement in a hospitality setting is highly desirable. </li>\n <li>Strong organizational skills with the ability to multitask in a fast-paced environment. </li>\n <li>Must be proficient with Microsoft Office and internal hotel systems as required. </li>\n <li>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.</li>\n <li>Ability to stand during entire shift.</li>\n <li>Flexible and long hours are sometimes required. Based on business levels, holidays and weekends will require availability.</li>\n <li>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.</li>\n <li>Attend all hotel required meetings and trainings.</li>\n <li>Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.</li>\n <li>Maintain a high standard of personal appearance and grooming in line with luxury hospitality expectations. </li>\n <li>Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.</li>\n <li>Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.</li>\n <li>Must be able to cross-train in other hotel-related areas.</li>\n <li>Must be detail-oriented and capable of handling confidential information. </li>\n <li>Maintain a warm, friendly, and polished demeanor at all times.</li>\n</ul>",
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