Front Office Manager

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. 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. 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

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.

The Front Office Manager is responsible for ensuring the operation of the Front Desk, Uniformed Services and Telephone Communications in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

• →Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• →Motivate, coach, counsel and discipline all Front Office personnel according to Highgate Hotel S.O.P.'s.
• →Carry Vocera communication device at all times
• →Prepare and conduct all Front Office interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
• →Develop employee morale and ensure training of Front Office personnel and execution of Forbes standards.
• →Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count.  Monitor selling status of house daily, i.e. flash report, allowances, close the house as needed, etc.
• →Attend daily and monthly Rooms Upselling/Merchandizing meetings.
• →Support Highgate core values: passion, innovation, integrity, ownership and community.
• →Participate in required M.O.D. program as scheduled.
• →Review Front Office staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• →Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• →Ensure that no-show revenue is maximized through consistent and accurate billing.
• →Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• →Ensure that Wage Progress, Productivity and the Ten Day Forecast are completed on a timely basis according to Highgate Hotel S.O.P.'s.
• →Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• →Work closely with Accounting on follow-up items, i.e., rejected credit cards, employee cashiering discrepancies, etc.
• →Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• →Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
• →Ensure staff greet and welcome all guests approaching any member of the Front Office team in accordance with Highgate Hotel S.O.P.'s.
• →Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
• →Create S.O.P.’s and revise existing ones as needed.
• →Ensure sign off of all Service Standards by Position for Front Office staff.
• →Assist in preparation of revenue and occupancy forecasting.
• →Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• →Must maintain constant communication with Housekeeping, Reservations and the Credit Manager.
• →Operate communication devices efficiently and professionally in communicating with hotel staff. Ensure the proper use of communication etiquette within the department.
• →Coordinate all aspects of the ongoing implementation of The Newbury Boston philosophy of service.
• →Ensure correct and accurate cash handling at the Front Desk.
• →Follow and enforce all Highgate Hotel credit policies.
• →Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• →Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
• →Establish and maintain key control system.
• →Ensure participation within department for monthly Highgate Hotel team meeting.
• →Focus the Front Office Department on their role in contributing to the guest satisfaction and audit scores.
• →Monitor all V.I.P.'s and special guest requests.
• →Maintain required pars of all front office and stationary supplies.
• →Review daily Front Office work and activity reports generated by Night Audit.
• →Review Front Office log book and Guest Request log on a daily basis.
• →Ensure completion of daily MOD checklist.
• →Be familiar with all corporate sponsored programs, luxury programs, and the standards and procedures for each.
• →Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• →Conduct meetings according to Highgate Hotel standards as required by management.

• 2 years Front Office Manager in a luxury hotel required.
• A 4-year college degree; or a 2-year college degree and 2 or more years or related experience.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Experience with Opera Cloud preferred.

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service
• Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.

• 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year
• Up to 20 days of paid vacation per year, based on classification and length of service
• 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.
• Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.

Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement (“CBA”). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.

**The above-referenced benefits do not apply to part-time positions

This job opening was posted on 11/3/2026 and will remain open for at least 70 days.