Overnight Operations Manager

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. The company provides expert guidance through all stages of the property cycle and specializes in a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts.

About the role

The Operations Manager is responsible for planning and directing operations to improve productivity and efficiency at the Hilton Garden Inn New York Times Square Central, a brand-new hotel located on 42nd Street, steps from Broadway theaters and Restaurant Row. The hotel features 282 modern guestrooms with king or two queen beds.

Responsibilities

• Assist the Director and Assistant Director of Front Office with managing the Front Office operation; provide support to other departments (F&B, Housekeeping, and Engineering).
• Provide a strong lobby presence to assist front desk agents and guests.
• Cover shifts in F&B operations as needed.
• Balance the hotel room type inventory.
• Ensure all areas of the lobby, Mezzanine level, and F&B operations meet Paramount standards (cleanliness, guest access, bathroom conditions, outdoor areas, elevator functionality, and signage).
• Monitor and action the Nor 1 upsell program.
• Handle guest special requests and complaints during shifts.
• Perform front desk duties, including investigating and resolving complaints, disturbances, and emergencies.
• Manage employee payroll, track attendance via ADP, edit timesheets, and conduct call-arounds for overtime as needed.
• Coach, train, and counsel hourly associates; administer discipline when necessary.
• Perform Night Audit functions, review related reports, and produce required documents.
• Prepare, copy, and distribute reports as required.
• Attend and contribute to periodic meetings to maintain favorable working relationships and promote morale, productivity, and efficiency.
• Attend all hotel-required meetings and trainings.
• Participate in Manager on Duty (M.O.D.) coverage as required.

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; or a 4-year degree and a minimum of 1 year of progressive experience.
• Previous supervisory responsibilities.
• Proficiency in Windows, company-approved spreadsheets, and word processing.
• Ability to work long hours when required.
• Sedentary work, exerting up to 10 pounds of force occasionally or negligible force frequently.
• Excellent verbal and written communication skills for interacting with employees and guests in an attentive, friendly, and service-oriented manner.
• Strong listening skills to understand and clarify concerns raised by employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Maintain regular attendance in compliance with Highgate Hotel Standards.
• High standards of personal appearance and grooming, including wearing nametags.
• Compliance with Highgate Hotel Standards and regulations to ensure safe and efficient operations.
• Proactive in identifying problem areas and assisting in implementing solutions.
• Effective problem-solving skills, including anticipating, preventing, and resolving issues.
• Ability to evaluate complex information and data from various sources to meet objectives.
• Maintain confidentiality of information.
• Perform other duties as requested by management.