Operations Manager

Row Nyc - New York, NY

Full-time - Mid Level

New York, NY

Accommodation

About the position

The Operations Manager at Highgate Hotels is responsible for overseeing and enhancing the efficiency of hotel operations, particularly in the Front Office, while also supporting other departments such as Food & Beverage, Housekeeping, and Engineering. This role requires a strong presence in the lobby to assist guests and front desk agents, manage inventory, and ensure that all areas of the hotel meet high cleanliness and operational standards. The Operations Manager will also handle guest complaints, manage employee payroll, and participate in various hotel meetings and training sessions.

Responsibilities

• Assist the Director and Assistant Director of Front Office with managing the Front Office operation.
• 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.
• Monitor and action Nor 1 upsell program.
• Handle guest's 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 and produce Night Audit reports.
• Prepare, copy, and distribute reports as required.
• Attend and contribute to periodic meetings to maintain favorable working relationships among employees and promote maximum morale, productivity, and efficiency.

Requirements

• 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.
• Effective verbal and written communication skills with all levels of employees and guests.

Nice-to-haves

• Ability to multitask and prioritize departmental functions to meet deadlines.
• Experience in handling problems, including anticipating, preventing, identifying and solving problems as necessary.