Operations Manager

Overview

The Operations Manager is responsible for planning and directing operations to improve productivity and efficiency. Key responsibilities include:

• Assist the Director of Rooms with managing the Food & Beverage, Housekeeping, and Front Office operations
• Provide strong lobby presence to assist front desk agents and guests
• Balance the hotel room type inventory
• Maintain all areas of the lobby, Mezzanine level and F&B operations 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 Dayforce, 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
• 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
• Effective communication skills, both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner
• Effectiveness at listening to, understanding, and clarifying concerns raised by employees and guests
• Ability 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 high standards of personal appearance and grooming, which include wearing nametags
• Compliance 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
• Effectiveness in handling problems, including anticipating, preventing, identifying and solving problems as necessary
• Ability to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives
• Confidentiality of information
• Performance of other duties as requested by management