Highgate
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
Overview The Operations Manager is responsible for planning and directing operations to improve productivity and efficiency.
Responsibilities
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
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 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
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
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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.
Location: The Gregorian Hotel, New York City, NY
Overview The Operations Manager is responsible for planning and directing operations to improve productivity and efficiency.
Responsibilities
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
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 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
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
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