Operations Manager

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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.

Salary range: $85 000–$90 000.

• Travel discounts at our hotels
• Competitive benefits including medical, dental, vision coverage
• 401(k) retirement program open to full‑time and part‑time staff who qualify

Applications accepted until 1/15/2025.

Located on the seam of Belltown and the retail core, the 97‑room Kimpton Palladian Hotel in Seattle offers proximity to Pike Place Market, waterfront, and Seattle’s best new restaurants, live music venues, cafés, and boutiques. When you’re not exploring, your home base is a 1910 landmark reinvented in a masculine‑chic style with luxe amenities, edgy design elements, and contemporary furnishings that reflect Belltown’s hip heritage.

The Palladian also hosts a heralded seafood restaurant in Shaker + Spear, a speakeasy‑style lounge called Pennyroyal, and a lobby you won’t soon forget.

• Assist the General Manager and Assistant General Manager with managing the Front Office operation and supporting other departments (F&B, Housekeeping, Engineering)
• Provide a strong lobby presence to assist guests
• Cover shifts in F&B operations as needed
• Balance the hotel room‑type inventory
• Ensure lobby and F&B operations meet Paramount standards (cleanliness, authorized areas, bathroom, outdoor, elevator, signage)
• Handle guest special requests and customer complaints during shifts
• Perform all front‑desk duties and responsibilities
• Investigate and handle complaints, disturbances, emergencies during shifts
• Conduct some Night Audit functions and produce Night Audit reports
• Prepare, copy, and distribute reports as required
• Attend and contribute to periodic meetings to maintain favorable working relationships and promote morale, productivity, and efficiency
• Participate in M.O.D. coverage as required
• Establish and maintain attentive, friendly, courteous, and efficient hospitality at the Front Desk
• Respond to all guest requests, problems, complaints, and accidents courteously and efficiently; follow up to ensure satisfaction
• Assist with employee morale development and training
• Maintain a professional relationship and promote open communication with senior leadership, employees, and other departments
• Operate all aspects of the hotel’s computer system (software maintenance, report generation, analysis, simple programming)
• Monitor proper operation of the PBX console and ensure staff maintain Highgate S.O.P.s in its use
• Greet and welcome all guests approaching the Front Desk per Highgate S.O.P.s
• Ensure implementation of all Highgate policies and house rules; understand hospitality terms
• Conduct guest check‑ins and check‑outs; confirm SOPs are followed
• Supervise line‑level associates in various departments daily
• Train new employees; help develop and implement training programs
• Conduct interviews with applicants and participate in hiring decisions
• Perform scheduling and payroll functions for various departments
• Maintain log of rooms in “out of order” status
• Authorize and sign adjustments and paid‑outs over the limit
• Oversee discrepancy reports and monitor follow‑through
• Supervise housekeeping regarding daily room status
• Operate radios efficiently and professionally; ensure proper radio etiquette within the department
• Ensure correct and accurate cash handling (if applicable)
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner
• Be aware of all rates, packages, and promotions currently underway
• Follow and enforce all Highgate credit policies
• Ensure employees are always attentive, friendly, helpful and courteous to all guests, managers, and employees
• Ensure participation within the department for the monthly Highgate Enrichment Committee (if applicable)
• Ensure team focuses on their role in contributing to Guest Service and audit scores
• Assist with sign‑off of all Service Standards by Position for Guest Services staff
• Monitor all V.I.P.s, special guests, and…