Operations Manager

Responsibilities

• Aid the Director and Assistant Director of Front Office in managing the Front Office operation.
• Support other departments in the hotel (F&B, Housekeeping and Engineering).
• Provide strong lobby presence to assist front desk agents and guests.
• Perform 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 (e.g. cleanliness, guest only in authorized areas, bathroom cleanliness, outdoor cleanliness and conditions, elevator cleanliness and functionality, Signage standards).
• Maintain and implement the Nor 1 upsell program.
• Handle guest’s special requests and customer complaints during shift.
• 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, able to review all Night Audit related functions and 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.
• Effective 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.
• 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.
• 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.
• Other duties as requested by manager.