Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The Operations Manager is responsible for planning and directing operations to improve productivity and efficiency.

Responsibilities

• Assist the Director and Assistant Director of Front Office with managing the Front Office operation and provide support to other departments (F&B, Housekeeping and Engineering).
• Provide strong lobby presence to assist front desk agents and guests.
• Provide all aspects of shift coverage in F&B operations as needed.
• Balance the hotel room type inventory.
• Ensure all areas of the lobby, Mezzanine level and F&B operations are functioning to Paramount standards.
• Monitor and action Nor 1 upsell program.
• Handle guest’s special requests and customer complaints during shift.
• Perform all other front desk duties and responsibilities.
• Investigate and handle complaints, disturbances, emergencies, etc. during shift.
• Manage Employee Payroll, track attendance ADP, time edits, and conduct call-arounds for OT as needed.
• Coach, train, counsel hourly associates and administer discipline as needed.
• Perform some Night Audit functions, review Night Audit related functions, and produce Night Audit reports.
• Prepare, copy, and distribute reports as required.
• Handle special guest requests.
• Attend and contribute to periodic meetings to maintain favorable working relationships among employees and promote maximum morale, productivity, and efficiency.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.

Requirements

• At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree and a minimum of 3 years of progressive experience in a related field; or a 4-year degree and a minimum of 1 year of progressive experience in a related field.
• Previous supervisory responsibilities.
• Proficient in Windows, company-approved spreadsheets and word processing.
• Long hours sometimes required.
• Sedentary work, exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Effective communication, both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service-oriented manner.
• Effective listening, understanding, and clarifying concerns raised by employees and guests.
• Ability 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.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• 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.
• Effective problem-solving skills, including anticipating, preventing, identifying, and solving problems.
• Ability to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Ability to maintain confidentiality of information.
• Perform other duties as requested by manager.

Skills

• Front Office operations management
• Interdepartmental support
• Guest service
• Food and Beverage operations
• Inventory management
• Upselling
• Complaint resolution
• Payroll management
• Employee coaching and training
• Night Audit functions
• Report generation
• Meeting participation
• Windows proficiency
• Spreadsheet software proficiency
• Word processing software proficiency
• Communication skills
• Active listening
• Multitasking
• Problem-solving
• Time management

Location

• Hyatt Regency Times Square, New York

Work Type

• Full-time

Experience Level

• Minimum 1 year progressive experience (with 4-year degree)
• Minimum 3 years progressive experience (with 2-year degree)
• Minimum 5 years progressive experience (hotel or related field)

Education Level

• 4-year degree
• 2-year college degree

About the Company

• Highgate is a premier real estate investment and hospitality management company recognized as an innovator.
• Highgate is a dominant player in U.S. gateway markets and has a rapidly expanding presence in Europe, Latin America, and the Caribbean.
• Highgate's portfolio exceeds $20B in asset value and generates over $5B in cumulative revenues.
• The company provides expert guidance through all stages of the hospitality property cycle.
• Highgate develops bespoke hotel brands and utilizes industry-leading proprietary revenue management tools.
• Highgate maintains corporate offices in London, New York, Dallas, and Seattle.