Director of Operations - Park Central

About the Company

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. With a 30-year track record as an innovator in the hospitality industry, Highgate provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. The company specializes in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen.

The Park Central New York Hotel is located in Midtown Manhattan, offering a blend of classic hospitality and modern amenities. Guests can enjoy a stylish escape from the city's hustle while being surrounded by popular sights.

About the Role

The Director of Operations is responsible for achieving hotel profitability through revenue generation, cost control, guest satisfaction, and employee development while maintaining the integrity of the hotel.

Responsibilities

• Oversee front office operations, including training, scheduling, and daily duties.
• Conduct daily tours of operating departments and make necessary adjustments via department heads.
• Lead weekly staff meetings, including training sessions and reviews of sales and operations efforts.
• Ensure timely completion of all financial reviews and corporate-directed programs.
• Hold monthly financial reviews with department managers, M.O.D.s, and supervisors.
• Maintain budgeted productivity levels and Highgate Hotel standard checkbook accounting procedures.
• Develop managers for future advancement through competency and corporate-sponsored training.
• Participate in required M.O.D. coverage as scheduled.
• Monitor and support the development of management trainees.
• Adhere to and train new managers on Highgate Hotel policies and procedures.
• Assist in the hotel’s budget process as required.
• Ensure service standards training is conducted in each department.
• Foster a positive, team-oriented environment focused on guest satisfaction.
• Conduct regular room inspections (weekly minimum) with Housekeeping Manager and Property Engineer.
• Oversee daily invoice processing using the A/P process.
• Ensure timely submission of financial documents to the Corporate Office.
• Maintain property cleanliness and preventive maintenance programs.
• Ensure employees are attentive, friendly, courteous, and efficient in guest interactions.
• Forecast the hotel’s financial position monthly by estimating revenues and expenses.
• Analyze previous and projected data to generate accurate reforecasts.
• Prepare and conduct management interviews following Highgate Hotel S.O.P.s.
• Ensure compliance with interviewing and hiring standards for departmental staff.
• Interview all prospective final candidates for vacant management positions.
• Perform department manager performance appraisals according to Highgate Hotel S.O.P.s.
• Motivate, coach, counsel, and discipline management personnel per Highgate Hotel S.O.P.s.
• Ensure fair and equitable treatment of all employees according to Highgate Hotel S.O.P.s.
• Engage with clients and potential clients to assist in sales efforts.
• Greet guests and offer assistance during peak times in public areas.
• Ensure compliance with hotel safe security procedures and monthly safe audits.
• Conduct monthly credit meetings and actively participate in credit and collection policies.
• Complete required corporate training modules and certify others as needed.
• Supervise all scheduled meetings on the property.
• Oversee all F&B personnel and operations.
• Respond to guest complaints in a timely manner.
• Prepare and monitor the F&B budget, including forecasting and follow-up.
• Monitor industry trends and take action to maintain competitive and profitable operations.
• Collaborate with Executive Committee members on F&B issues.
• Keep immediate supervisor informed of all relevant matters.
• Coordinate and monitor Loss Prevention in the F&B department.
• Prepare and submit required reports in a timely manner.
• Organize and conduct regular department meetings.
• Monitor quality of service and product in F&B.
• Assist in menu planning and preparation.
• Ensure timely purchase of F&B items within budget allocation.
• Oversee operations of the employee cafeteria.
• Ensure compliance with local liquor laws and health/sanitation regulations.
• Train department heads on SOP’s, report preparation, and technical job tasks.
• Attend and/or conduct departmental and hotel training (e.g., CARE, One to One).
• Interview candidates for front-of-house F&B positions following hiring standards.
• Conduct or attend pre-convention and post-convention meetings.
• Perform any other duties as requested by management.

Qualifications

• At least 6 years of progressive experience in a hotel or related field; or a 4-year college degree and 4–5 years of related experience; or a 2-year college degree and 5–6 years of related experience.
• Ability to work long hours when required.
• Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds frequently.
• Must maintain a warm, friendly demeanor at all times.
• Strong verbal and written communication skills for all levels of employees and guests.
• Effective listening and clarification skills for addressing employee and guest concerns.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Approach all interactions with guests and employees in an attentive, friendly, and service-oriented manner.
• Regular attendance and compliance with scheduling needs.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with Highgate Hotel Standards and safety regulations.
• Identify problem areas and assist in implementing solutions to maximize productivity.
• Effectively handle problems, including anticipating, preventing, and resolving issues.
• Ability to evaluate complex information and data from various sources.
• Maintain confidentiality of information.
• Perform other duties as requested by management.