Overnight Operations Manager

Overview

Highgate Hotels 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. With a 30-year track record as an innovator in the hospitality industry, Highgate provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition.

The company develops 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 to identify and predict evolving market dynamics to drive out performance and maximize asset value. Highgate also partners with an executive team of seasoned hospitality leaders and corporate offices worldwide.

Location

The Newbury Boston at One Newbury Street, Boston, MA. The property is a 286-room luxury hotel with 16,000-sq-ft of event spaces, signature dining experiences, and a reimagined front entrance on Newbury Street.

The Overnight Operations Manager is responsible for ensuring that all daily reports are generated, daily revenues are balanced, express checkouts are processed efficiently, and guests needing assistance during the shift are accommodated. The role involves developing positive relationships among all associates and departments that work the overnight shift and ensuring all assigned tasks are completed. The Overnight Operations Manager provides the management team with accurate and reliable information needed to make effective operational decisions.

• Maintain a warm and friendly demeanor at all times.
• Communicate effectively (verbal and written) with all levels of employees and guests in a courteous, service-oriented manner.
• Listen to, understand, and clarify concerns raised by employees and guests.
• Multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in a service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling.
• Maintain high standards of personal appearance and grooming (including nametags).
• Comply with Highgate Hotel Standards and regulations to ensure safe and efficient operations.
• Maximize productivity, identify problem areas, and assist in implementing solutions.
• Handle problems effectively, including anticipating, preventing, identifying and solving issues as necessary.
• Understand and evaluate complex information from various sources to meet objectives.
• Oversee the overnight operation across Front Desk, PBX, In Room Dining, Stewarding, Culinary, Housekeeping, Valet, and Overnight cleaning company.
• Ensure assigned projects for overnight departments are completed.
• Foster a great team experience and regular overnight team meetings.
• Maintain confidentiality of information.
• Perform other duties as requested by management.
• Check guests in and out; handle and take reservations; manage guest requests and complaints during shift.
• Perform front desk duties and responsibilities as needed.
• Investigate and handle complaints, disturbances, emergencies, etc. during shift.
• Perform some Night Audit functions and review related Night Audit reports.
• Assist in preparation of Night Audit month-end reports, house accounts, and phone summaries.
• Interview, train, supervise and develop Night Audit staff, including coaching and discipline as needed.
• Prepare, copy, and distribute reports as required.
• Monitor and prepare Night Audit reports meeting due dates and deadlines.
• Attend and contribute to periodic meetings to promote morale, productivity, and efficiency.

• 2 years of Front Office/Night Manager experience in a luxury hotel required
• 4-year college degree; or a 2-year college degree and 2 or more years of related experience.
• Proficient in Windows, company-approved spreadsheets and word processing.
• Long hours may be required.
• Sedentary work, exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to move objects.
• Opera Cloud experience preferred.