Director of Operations

Director Of Operations

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.

Park Lane New York, situated on Billionaires' Row – home to the world's most coveted addresses on Central Park South – has been completely reimagined as a departure from its neighbors and serves as a unique and inclusive retreat within walking distance of the city's cultural hubs including Lincoln Center, Carnegie Hall, 5th Avenue shopping, and the Museum of Modern Art. The 47-story property features 610 rooms – nearly half of which provide sweeping park-facing views – and 11,000 square feet of reimagined indoor and outdoor event space. A fitness center perched on the fifth floor offers state-of-the-art equipment and its own separate outdoor terrace. The reimagined hotel features three new food & beverage venues throughout the hotel including an 80-seat lobby bar with an outdoor promenade, an intimate restaurant on the hotel's second floor, and Central Park South's only rooftop lounge atop the hotel. Perched on the 47th floor, the cocktail bar will treat guests to a one-of-a-kind experience against the backdrop of Manhattan's sprawling skyline and park.

Responsibilities

• Focus on front office operation, including training, scheduling, daily duties, etc.
• Tour the operating departments, daily making adjustments as needed via department heads.
• Conduct weekly staff meetings, including weekly training sessions presented by managers and self using the steps to effective training according to Highgate Hotel standards, and the review of previous and future sales and operations efforts.
• Meet all financial review dates and corporate directed programs in a timely fashion.
• Hold a monthly financial review with all department managers, M.O.D.s and available supervisors.
• Ensure that all department heads maintain budgeted productivity levels and Highgate Hotel standard checkbook accounting procedures.
• Develop managers for future advancement through competency training and corporate sponsored training programs.
• Participate in required M.O.D. coverage as scheduled.
• Maintain direct contact with and monitor the development of management trainees.
• Adhere to all Highgate Hotel policies and procedures and train new managers to ensure compliance.
• Oversee and assist in the Highgate Hotel's budget process as required.
• Ensure that training in service standards is taking place in each department using the steps to effective training according to Highgate Hotel standards.
• Assist in creating a positive team-oriented environment which focuses on the guest, through employee development and motivation.
• Inspect rooms regularly (weekly at a minimum) with both the Housekeeping Manager and Property Engineer.
• Ensure complete processing of invoices daily by using the A/P process.
• Ensure that all appropriate information for financial documents is received by the Corporate Office monthly, in compliance with the monthly accounting calendar.
• Ensure the cleanliness and maintenance of the physical property through inspections and preventive maintenance programs with department managers.
• Ensure that employees are at all times attentive, friendly, courteous and efficient in their interactions with guests, management and all other employees.
• On a monthly basis, forecast the hotel's financial position by estimating revenues and line-by-line expenses. Analyze previous and projected data to generate an accurate Reforecast.
• Prepare and conduct all management interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s. Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures for departmental staff.
• Interview all prospective final candidates for any vacant management position within the hotel prior to any offer being extended.
• Perform all department manager performance appraisals according to Highgate Hotel S.O.P.'s, and ensure that managers are in compliance to the standards in their administration of performance appraisals to their staff.
• Motivate, coach, counsel and discipline all management personnel according to Highgate Hotel S.O.P.'s and ensure that managers are in compliance to the standards in their administration of counseling and disciplinary steps.
• Perform any other duties as requested by the Vice President of Operations, Regional Director of Operations, General Manager.
• Ensure that all employees receive fair and equitable treatment according to Highgate Hotel S.O.P.'s.
• Meet clients on the property, including meeting contacts and potential clients touring the property, to assist in the sales effort.
• Be in the public areas during peak times, greeting guests and offering assistance as needed.
• Ensure procedures for handling of the hotel safe specifically with regard to security and monthly safe audits are followed and occur.
• Ensure monthly credit meetings are conducted and take an active role in the hotel credit and collection policies.
• Complete required corporate training modules, and become certified to train those as required.
• Ensure that all scheduled meetings take place on the property.
• Supervise all F&B personnel.
• Respond to guest complaints in a timely manner.
• Prepare the F&B budget and monitor department performance with respect to the same. Perform any necessary follow-up, including forecasting.
• Monitor industry trends, take appropriate action to maintain competitive and profitable operations.
• Work with other Executive Committee members and keep them informed of F&B issues as they arise.
• Keep immediate supervisor fully informed of all problems or matters requiring his/her attention.
• Coordinate and monitor all phases of Loss Prevention in the F&B department.
• Prepare and submit required reports in a timely manner.
• Organize and conduct department meetings on a regular basis.
• Monitor quality of service and product.
• Cooperate in menu planning and preparation.
• Ensure timely purchase of F&B items, within budget allocation.
• Oversee operations of the employee cafeteria.
• Ensure compliance with all local liquor laws, and health and sanitation regulations.
• Ensure departmental compliance with SOP's.
• Ensure the training of department heads on SOP's, report preparation, technical job tasks.
• Attend and/or conduct departmental and hotel training (CARE, One to One ), etc.
• Interview candidates for front-of-house F&B positions and follow standards for hiring approvals.
• Conduct and/or attend all required meetings, including pre-convention and post-convention meetings.
• Ensure overall guest satisfaction.

Qualifications

• At least 6 years progressive experience in a hotel or a related field; or a 4-year college degree and at least 4 to 5 years of related experience; or a 2-year college degree and at least 5 to 6 years of related experience.
• Long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Maintain a warm and friendly demeanor at all times.
• 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.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• 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