Hospitality Operations Intern

Hospitality Operations Intern

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

The responsibilities include:

• 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 deficiencies 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.
• Ensure 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

The qualifications include:

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

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 able to listen to, understand, and clarify 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 Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming.
• 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 able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.