Operations Manager

Operations Manager

The Operations Manager is responsible for planning, coordinating, and directing daily hotel operations to improve productivity, efficiency, profitability, and the overall guest experience. This position provides operational leadership and support across key areas of the hotel, including Food & Beverage outlets and Front Desk/Guest Services.

Responsibilities include overseeing all aspects of the daily operation of the outlet, providing strong lobby presence to assist front desk agents and guests, providing all aspects of shift coverage in F&B operations as needed, working with other F&B managers and keeping them informed of issues as they arise, keeping immediate supervisor fully informed of all problems or matters requiring his/her attention, assisting in coordinating and monitoring all phases of Loss Prevention in the outlet, ensuring preparation of required reports, including (but not limited to) Wage Progress, payroll, revenue, tips, employee schedules, quarterly action plans, ensuring compliance with SPO's in all outlets, ensuring compliance with all local liquor laws, and health and sanitation regulations, ensuring compliance with requisition procedures, interviewing candidates for front-of-house positions and following standards for hiring approvals, conducting staff performance reviews in accordance with Highgate Hotel standards, ensuring the training of employees on SOP's and technical job tasks, being involved in and/or conducting departmental and hotel training (CARE, One to One), etc., assisting the Director of Front Office with managing the Front Office operation; in addition to providing support to other departments in the hotel (F&B, Housekeeping and Engineering), 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), handling guest's special requests and customer complaints during shift, performing all other front desk duties and responsibilities, managing Employee Payroll, tracking attendance Dayforce, time edits, and conducting call-arounds for OT as needed, coaching, training, counseling hourly associates and administering discipline as needed, preparing, copying, and distributing reports as required, 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 training, 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, 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, demonstrate strong problem-solving skills with the ability to anticipate, prevent, identify, investigate, and resolve operational issues, including guest and employee complaints, disturbances, emergencies, and other concerns that arise during the shift, ensuring timely resolution and appropriate escalation when 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.