Operations Manager

				Overview:

* The Operations Manager is responsible for planning and directing operations to improve productivity and efficiency. 

Responsibilities:

* Assist the General Manager and Assistant General Manager 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 guests.
* Provide all aspects of shift coverage in F&B operations as needed
* Balance the hotel room type inventory
* Ensure all areas of the lobby 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)
* 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
* 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.
* Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.
* Respond to all guests' requests, problems, complaints and/or accidents, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
* Assist with development of employee morale and training.
* Maintain a professional working relationship and promote open lines of communication with senior leadership, employees and other departments.
* Operate all aspects of the hotels computer system, including software maintenance, report generation and analysis, and simple programming.
* Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
* Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
* Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
* Conduct guest check-ins and checkouts; confirm that all SOP's are being followed properly.
* Supervise all line level associates in various departments with daily duties.
* Train new employees, help to develop and implement training programs.
* Conduct interviews with applicants and participate in hiring decisions. 
* Scheduling and payroll functions for various departments.
* Maintain log of rooms in "out of order" status.
* Authorize and sign adjustments and paid outs over the limit.
* Oversee discrepancy report and monitor follow-through.
* Supervise housekeeping regarding daily room status.
* Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
* Ensure correct and accurate cash handling, if applicable.
* Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
* Be aware of all rates, packages and promotions currently underway.
* Follow and enforce all Highgate Hotel credit policies.
* Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
* Ensure participation within department for monthly Highgate Hotel Enrichment Committee, if applicable.
* Ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores.
* Assist with sign off of all Service Standards by Position for Guest Services staff.
* Monitor all V.I.P.'s, special guests and requests. 
* Review Guest Request log on a daily basis.
* Oversee complaint and request log.
* Log all absenteeism and employee lateness.
* Monitor energy management, PBX, Pay-TV consoles to ensure proper functioning of equipment.
* Block rooms for special groups.
* Participate in Room Inspection programs.

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
* Must be proficient in Windows, Company approved spreadsheets and word processing.
* 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.
* Physical requirements:
* Long hours sometimes required.
* Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

* Deadline to apply January 15th, 2025
			

Apply

Share this job:

Share this Job

View company profile

Highgate Hotels

Connect To Our Company