Job Description:

Operations Manager

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

Employment Status

Full-Time

Overview

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

Responsibilities

Assist the Cheif Engineer and Housekeeping Supervisor with managing the Housekeeping and Engineering; in addition to providing support to other departments in the hotel (F&B, Front Desk and Admin)
• Provide strong room and back of house presence to assist housekeeping and Engineering staff as well as our guests


• Provide all aspects of shift coverage in Housekeeping operations as needed


• Ensure all areas of the lobby, Mezzanine level and Housekeeping operations are functioning to Paramount standards (e.g. cleanliness, guest only in authorized areas, bathroom cleanliness, outdoor cleanliness and conditions, elevator cleanliness and functionality, Signage standards)


• Handle guest's special requests and customer complaints during shift.


• Perform all other housekeeping 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


• Prepare, copy, and distribute reports as required.


• Handle special guest requests.


• Maintain inventory and handle monthly orders as needed


• Work eith Cheif Engineer to oversee Capital/property projects


• 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 manager