Assistant Guest Service Manager

Assistant 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.

First opened in 1904, The Bellevue-Stratford quickly established itself as one of the most celebrated hotels in the nationdesigned in the French Renaissance style and renowned as a vibrant gathering place for presidents, royalty, and cultural icons. After decades of prominence, the historic property was listed on the National Register of Historic Places in 1977 and underwent an extensive restoration beginning in 2021. Reopened in 2024, The Bellevue now stands as a reimagined, multifaceted destination that honors its legacy while welcoming a new generation of travelers, reaffirming its place as The Grand Dame of Broad Street. Its revival has already earned significant industry recognition, including the 2025 AHEAD Americas Awards for Hotel of the Year and Best Guest Rooms, a #6 ranking in Cond Nast Traveler's 2025 Readers' Choice Awards for the Mid-Atlantic, and Gold Key Awards for Best Midscale Lobby and Best Midscale Hotel.

Responsibilities

• Works closely with Sales and Reservations in order to fulfill all special requests for groups, VIP's, etc.
• Assist daily in the guest reception.
• Responds daily all social media feedback, follow up with guest as well as internally.
• Communicates effectively and genuinely with guests, team members and other departments.
• Assists and often leads guest service training initiatives within the front office department
• Maintains a friendly and caring demeanor at all times in a fast paced environment.
• Maintains a professional image at all times that falls within the hotel and company guidelines for appearance and dress.
• Demonstrates team work by co-operating and assisting colleagues as needed.
• Provides all Front Desk Assistant job duties like registering guests into the hotel in a prompt and courteous manner, using up-selling techniques to maximize room rates; preparing for group check-ins and check-outs, and VIP arrivals
• Maintains and updates all guest profiles
• Reviews all daily and future reservations in order to accommodate special requests, makes amenity cards, works closely with IRD and PH to communicate all F&B requests
• Works with all new hires for FD training.
• Interviews, hire and train guest services agents
• Becomes informed of events/functions in the hotel during shifts.
• Maintains a house bank and keeps an accurate report of daily receipts and deposits.
• Is able to work with and understand basic financial data and information.
• Is able to find guest centric solutions
• Promotes hotel services, facilities and outlets, provides the guest with information such as local attractions and directions, using the James Report to increase guest satisfaction.
• Is able to take or assist with reservations.
• Is able to assist at PBX.
• Resolves guest complaints to the satisfaction of the customer by being guest centric, friendly and caring. Communicates to Management any problems, complaints or unhappy guests.
• Is intuitive to guest needs, anticipates needs in job performance, being proactive instead of reactive.
• Responds quickly to all guest requests in a caring friendly and professional manner, consistently follow up to ensure guest satisfaction that meets and exceed our services standards.
• Maintains a good relationship with repeat guests and their special requests.
• Is able to supe