Overnight Operations Manager

The Overnight Operations Manager is responsible for planning and directing operations to improve productivity and efficiency. Location Hyatt Regency San Francisco Downtown SOMA, South of Market district, San Francisco. Responsibilities Assist the Director and Assistant Director of Front Office with managing the Front Office operation and supporting other departments (F&B, Housekeeping, Engineering) as needed. Provide a strong lobby presence to assist front desk agents and guests. Provide all aspects of shift coverage in F&B operations as required. Balance the hotel room type inventory. Ensure all areas of the lobby, mezzanine level and F&B operations meet Paramount standards for cleanliness, guest-only zones, bathroom hygiene, outdoor cleanliness, elevator hygiene and signage. Monitor and action the Nor 1 upsell program. Handle guests’ 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 in ADP, edit time, and conduct call-arounds for overtime as needed. Coach, train, counsel hourly associates and administer discipline as needed. Perform some Night Audit functions, review all Night Audit related tasks 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; alternatively 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, approved spreadsheets and word processing. Long hours sometimes required. Sedentary work, exerting up to 10 pounds of force occasionally 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. Effective listening to, understanding, and clarifying 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. 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 implement solutions. Handle problems, including anticipating, preventing, identifying, and solving them as necessary. 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 Highgate