Assistant Front Office Manager

Support the Front Office Manager in delivering guest-first service and efficient, revenue-conscious front office operations at The Atlas Hotel in Boston, MA (onsite).

Responsibilities

• Coordinate and communicate regularly with Sales, Housekeeping, Reservations, and Accounting to keep front office operations running smoothly.
• Maintain consistency across guest pre-arrival and post-stay processes.
• Handle guest requests, issues, complaints, and accidents through the Front Desk or via reservations, comment cards, letters, and phone calls with an attentive, courteous, and efficient approach.
• Follow up to confirm guest satisfaction after concerns or service requests.
• Motivate, coach, train, and counsel Front Office and Guest Experience staff as needed in line with Highgate Hotel SOPs.
• Ensure compliance with Highgate standards, including Standard of the Day/Week training and effective training procedures.
• Coordinate VIP amenities, recognition programs, and special requests; re-inspect VIP rooms before arrival.
• Support employee morale and ongoing development for Guest Services and Guest Experience teams.
• Maximize room revenue and occupancy by reviewing daily status reports, rate variances, credit reports, house counts, and selling status.
• Ensure no-show revenue is captured accurately through correct billing.
• Process Purchase Orders, invoices, and checkbook accounting according to Highgate SOPs.
• Operate and monitor Front Office computer systems, reporting functions, and software maintenance.
• Oversee timely logging and delivery of guest messages, packages, and mail.
• Use the Alice application to report Housekeeping and Maintenance issues and monitor progress until resolved.
• Support implementation of Highgate service philosophy and departmental procedures.
• Ensure accurate cash handling and enforce hotel credit policies.
• Manage Lost and Found processes and maintain the key control system.
• Maintain appropriate inventory levels for front office supplies.
• Review Front Office reports, Night Audit documentation, logs, and guest request reports daily.
• Stay current on corporate programs, including airline mileage and VIP loyalty programs.
• Maintain organized filing systems for purchases, schedules, forecasts, reports, and logs.
• Ensure consistency with departmental opening and closing procedures.
• Manage vendor contracts.
• Protect guest privacy and security by following Highgate procedures.
• Conduct pre-shift meetings or provide pass-along communication.
• Balance and clear room status nightly, resolving discrepancies with Housekeeping.
• Manage and organize large turn days, including long-term guest transitions.
• Understand and monitor out-of-order, out-of-service, discrepant, and show rooms.
• Record and reconcile charges for amenities and services.
• Support overall guest satisfaction through consistent service delivery.

Requirements

• At least 1 year of related experience required.
• Supervisory experience required.
• Labor experience and OPERA experience preferred.
• Proficient in Windows and company-approved spreadsheets and word processing.
• Long hours may be required.
• Ability to stand during the entire shift.
• Maintain a warm, friendly, and courteous demeanor at all times with guests, managers, and fellow team members.
• Ability to communicate verbally and in writing with employees and guests in a service-oriented manner.
• Maintain high standards of personal appearance and grooming.
• Comply with Highgate Hotel standards and regulations to support safe and efficient operations.
• Focus on productivity, identify problem areas, and support solution implementation.
• Effectively handle problems, including anticipating, preventing, identifying, and solving as necessary.
• Ability to understand and evaluate complex information and data from multiple sources to meet objectives.
• Maintain confidentiality of information.

Technologies

• Windows
• Alice
• OPERA

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave (provided in accordance with applicable law)
• Employee assistance program (EAP)
• Educational opportunities / Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law
• Benefits may vary for associates covered by a Collective Bargaining Agreement (CBA) and are governed by the applicable CBA and plan documents
• The listed benefits do not apply to part-time positions

Compensation: USD 67,000 - 70,000 per year.

Posting date: This job opening was posted on 10/01/2026 and will remain open for at least 75 days.