Operations Manager

Operations Manager

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

Responsibilities include:

• Assisting 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)
• Providing strong lobby presence to assist front desk agents and guest
• Providing all aspects of shift coverage in F&B operations as needed
• Balancing the hotel room type inventory
• Ensuring all areas of the lobby, Mezzanine level and F&B 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)
• Monitoring and actioning Nor 1 upsell program
• Handling guest's special requests and customer complaints during shift
• Performing all other front desk duties and responsibilities
• Investigating and handling complaints, disturbances, emergencies, etc. during shift
• Managing Employee Payroll, tracking attendance ADP, time edits, and conducting call-arounds for OT as needed
• Coaching, training, counseling hourly associates and administering discipline as needed
• Performing some Night Audit functions, able to review all Night Audit related functions and able to produce Night Audit reports
• Preparing, copying, and distributing reports as required
• Handling special guest requests
• Attending and contributing to periodic meetings to maintain favorable working relationships among employees and promote maximum morale, productivity, and efficiency
• Attending all hotel required meetings and trainings
• Participating in M.O.D. coverage as required

Qualifications include:

• 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