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About the Role

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

Responsibilities

• Assist the Director of Rooms with managing the Food & Beverage, Housekeeping, and Front Office operations
• 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 Dayforce, 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, able to review all Night Audit related functions and able to 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
• Must be 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
• 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 effective at listening to, understanding, and clarifying 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
• 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, which may include 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
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives
• Must be able to maintain confidentiality of information
• Perform other duties as requested by management

Skills

• Windows
• Spreadsheets
• Word processing
• Communication (verbal and written)
• Active listening
• Multitasking
• Prioritization
• Problem-solving
• Information evaluation

Location

• New York, NY

Work Type

• Full-time

Experience Level

• Entry-level
• Mid-level
• Senior-level

Education Level

• Associate's degree
• Bachelor's 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.
• The company's portfolio exceeds $20B in asset value and generates over $5B in cumulative revenues.
• Highgate provides expert guidance through all stages of the hospitality property cycle.
• The company develops bespoke hotel brands and utilizes industry-leading proprietary revenue management tools.
• Highgate maintains corporate offices in London, New York, Dallas, and Seattle.