Operations Manager

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.

Location:

The Gregorian Hotel, New York City, NY

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

• Assist the Director and Assistant 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)
• Provide strong lobby presence to assist front desk agents and guests
• Provide all aspects of shift coverage in F&B operations as needed
• Balance the hotel room type inventory
• Ensure all areas of the lobby, Mezzanine level and F&B operations are functioning to Paramount standards (e.g., cleanliness, guest-only authorized areas, bathroom cleanliness, outdoor cleanliness and conditions, elevator cleanliness and functionality, signage standards)
• Monitor and action 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 ADP, time edits, and conduct call-arounds for OT as needed
• Coach, train, counsel hourly associates and administer discipline as needed
• Perform some Night Audit functions, able to review all Night Audit related functions and able to 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 maximum morale, productivity, and efficiency
• Attend all hotel required meetings and trainings
• Participate in M.O.D. coverage as required

• 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 management

• Mid-Senior level

• Full-time

• Management and Manufacturing