Operations Manager

Requisition ID: 2026-79674 Category: Front Office Operations Job Location: US-FL-Key West Property: Hilton Garden Inn Key West (Hilton Garden Inn Key West / The Keys Collection) Compensation Type: Yearly Overview 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, Engineering). Provide strong lobby presence to assist front desk agents and guests. Handle 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 function to Paramount standards (e.g., cleanliness, authorized guest areas, bathroom, outdoor, elevator cleanliness, and signage). Monitor and action the Nor 1 upsell program. Handle guests’ special requests and customer complaints during shift; investigate and resolve complaints, disturbances, emergencies, etc. Manage employee payroll, track attendance via ADP, edit time entries, and conduct call-arounds for overtime as needed. Coach, train, counsel hourly associates and administer discipline as needed. Perform certain night audit functions; review night audit processes 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 morale, productivity, and efficiency. Attend all hotel required meetings and trainings. Participate in M.O.D. coverage as required. Qualifications At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree with a minimum of 3 years of progressive experience; or a 4-year degree with a minimum of 1 year of progressive experience. Previous supervisory responsibilities. Proficiency 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 force frequently or constantly to lift, carry, push, pull or otherwise move objects. Effective verbal and written communication with all levels of employees and guests in an attentive, friendly, courteous, and service-oriented manner. Strong listening, understanding, and clarifying skills for 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 and scheduling requirements. 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 toward productivity, identify problem areas, and assist in implementing solutions. Effective in handling problems, anticipating, preventing, identifying, and solving problems as necessary. Ability to understand and evaluate complex information, data, etc., from various sources to meet objectives. Maintain confidentiality of information. Perform other duties as requested by manager. #J-18808-Ljbffr