Operations Manager
US-NY-New York
Management
Req #: 58633
Type: Full-Time
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Overview: The Operations Manager is responsible for planning and directing operations to improve productivity and efficiency. Responsibilities: * Assist the Director and Assistant Director of Front Office with managing the Front Office operation; in addition to providing support to other departments in the hotel (F&B, Housekeeping and Engineering) * Provide strong lobby presence to assist front desk agents and guest * 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 (e.g. cleanliness, guest only in authorized areas, bathroom cleanliness, outdoor cleanliness and conditions, elevator cleanliness and functionality, Signage 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, 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 3 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. * 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. * Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner. * Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. * Must be able 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 regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel. * 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. * Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. * Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives. * Must be able to maintain confidentiality of information. * Perform other duties as requested by manager * Opera experience required
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