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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 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.
- 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 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 manager.
Location
- Times Square, New York
Work Type
- Full-time
Experience Level
- 5 years of progressive experience in a hotel or related field
- 3 years of progressive experience in a related field with a 2-year college degree
- 1 year of progressive experience in a related field with a 4-year degree
- Previous supervisory responsibilities
Education Level
- 2-year college degree
- 4-year degree
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term and long-term disability insurance
- 401(k) Retirement Plan with employer matching contributions
- Paid holidays
- Paid vacation
- Paid sick leave
- Employee assistance program (EAP)
- Educational opportunities / Tuition reimbursement
- Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law
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.
- The company is a trusted partner for top ownership groups and major hotel brands.
- Highgate maintains corporate offices in London, New York, Dallas, and Seattle.