Highgate Hotels, LP is hiring: Operations Manager - Overnight in New York

Operations Manager - Overnight

Hyatt Regency Times Square, located at the heart of Times Square, seeks an experienced Operations Manager to oversee front office operations during overnight shifts. The role requires strong leadership, customer service focus, and ability to maintain operational excellence in a fast‑paced environment.

Responsibilities

• Assist the Director and Assistant Director of Front Office in managing front office operations and support other departments (F&B, Housekeeping, Engineering).
• Provide a strong lobby presence and assist front desk agents and guests.
• Cover F&B operations and balance the hotel room type inventory.
• Maintain lobby, mezzanine level, and F&B areas to Paramount standards (cleanliness, authorized access, exterior and elevator cleanliness, signage).
• Monitor and action No.1 upsell program.
• Handle guest special requests and complaints during shift.
• Perform front desk duties and investigate emergencies, disturbances, and complaints.
• Manage employee payroll, track attendance (ADP), time edits, and call‑arounds for overtime.
• Coach, train, counsel hourly associates, and administer discipline.
• Perform Night Audit functions and review Night Audit reports.
• Prepare, copy, and distribute reports as required.
• Attend and contribute to periodic meetings to promote morale and efficiency.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.

Qualifications

• 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; or a 4‑year degree and a minimum of 1 year of progressive experience.
• Previous supervisory responsibilities.
• Must be proficient in Windows, company‑approved spreadsheets, and word processing.
• Long hours sometimes required.
• Sedentary work, lifting up to 10 pounds occasionally or negligible force frequently or constantly.
• Must effectively communicate verbally and written with all levels of employees and guests in a friendly, courteous, and service‑oriented manner.
• Must be effective at listening, 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 hotel standards as required by scheduling.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with hotel standards and regulations to encourage safe and efficient operations.
• Maximize efforts toward 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 and data from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by manager.
• Salary: $70,000.00–$75,000.00.

Compensation

USD $70,000.00–$75,000.00 per year. Yearly.