Operations Manager

Operations Manager

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.

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

Responsibilities include:

• Assisting the Director and Assistant Director of Front Office with managing the Front Office operation; providing support to other departments in the hotel (F&B, Housekeeping and Engineering)
• Providing a strong lobby presence to assist front desk agents and guests
• Providing all aspects of shift coverage in F&B operations as needed
• Balancing the hotel room type inventory
• Ensuring all areas of the lobby, Mezzanine level and F&B operations are functioning to Paramount standards (e.g. cleanliness, guest only in authorized areas, bathroom cleanliness, outdoor cleanliness and conditions, elevator cleanliness and functionality, Signage standards)
• Monitoring and actioning Nor 1 upsell program
• Handling guests' special requests and customer complaints during shift
• Performing all other front desk duties and responsibilities
• Investigating and handling complaints, disturbances, emergencies, etc. during shift
• Managing employee payroll, tracking attendance, ADP, time edits, and conducting call-arounds for OT as needed
• Coaching, training, counseling hourly associates and administering discipline as needed
• Performing some Night Audit functions, able to review all Night Audit related functions and able to produce Night Audit reports
• Preparing, copying, and distributing reports as required
• Handling special guest requests
• Attending and contributing to periodic meetings to maintain favorable working relationships among employees and promote maximum morale, productivity, and efficiency
• Attending all hotel required meetings and trainings
• Participating in M.O.D. coverage as required

Qualifications include:

• 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