Rooms Operations Manager

Rooms Operations ManagerHighgate 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.The Newbury Boston at One Newbury Street, located in the premier shopping and dining neighborhood of Boston's Back Bay is an iconic property originally opened in 1927 as one of the first Ritz-Carlton hotels in the U.S. and most recently was the Taj Boston. The building was recently transformed into a 286-room luxury hotel with 16,000-sq-ft of stunning event spaces, signature dining experiences and a reimagined front entrance on Newbury Street.The Rooms Operations Manager will be responsible for ensuring the operations of the Rooms Divisions in an attentive, friendly, efficient and courteous manner, providing all guests with quality service and a clean and safe environment throughout their stay, while efficiently managing expenses and maximizing service levels.Responsibilities• 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.• Support Highgate core values: passion, innovation, integrity, ownership and community.• Facilitate, prepare and attend weekly WIG meetings and track results.• 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.• 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.• Maintain a warm and friendly demeanor at all times.• Perform other duties as requested by management.• Respond to all guest requests, problems, complaints and/or accidents presented through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.• Motivate, coach, counsel and discipline all Rooms department personnel according to Highgate Hotel SOP's.• Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel• Ensure staff compliance to Forbes standards.• Maintain a detailed checklist for each position.• Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).• Ensure consistency with departmental opening and closing procedures.• Carry a Relay device at all times.• Prepare and conduct departmental interviews as required and follow hiring procedures according to Highgate Hotel SOP's.• Develop employee morale and ensure training of Rooms department personnel.• Ensure guest privacy and security through correctly following Highgate Hotel procedures.• Monitor work orders and submit to Engineering according to hotel procedures. Follow up on work orders to ensure completion.• Conduct pre-shift meetings.• Respond to emergency situations using information contained in MSD sheets. Keep MSD sheets current and easily available.• Assist in reviewing Rooms department staff's worked hours for payroll compilation and submit to Accounting on a timely basis.• Assist in preparing employee schedule according to business forecast, payroll budget guidelines and productivity requirements.• Maintain Highgate Hotel SOP's regarding Purchase Orders, vouchering of invoices and checkbook accounting.• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.Qualifications• 2 years Front Office Manager in a luxury hotel required.• A 4-year college degree; or a 2-year college degree and 2 or more years or related experience• Must be proficient in Windows, Company approved spreadsheets and word processing• Experience with Opera Cloud preferred.BenefitsWe are pleased to offer to our full-time associates a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributionsPaid holidaysPaid vacationPaid sick leave (provided in accordance with applicable law)Employee assistance program (EAP)Educational opportunities / Tuition reimbursementPaid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable lawFor Employees Based in Washington:8 paid holidays per yearUp to 20 days of paid vacation per year, based on classification and length of servicePaid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.For Employees Based in Colorado:8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar yearUp to 20 days of paid vacation per year, based on classification and length of service6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.For Employees Based in California:8 paid holidays per yearUp to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement ("CBA"). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.**The above-referenced benefits do not apply to part-time positions