Director of Operations

Hotel 57•New York, NY

23d•$120,000 - $130,000•Onsite

About The Position

Highgate Hotels is seeking a Director of Room Operations for Hotel 57, a contemporary 17-story hotel located in New York City. The Director of Room Operations will be responsible for overseeing Guest Services, Concierge, Uniformed Services, Housekeeping, Laundry, Security, Communications, and Reservations. This role ensures attentive, friendly, efficient, and courteous service to all guests, while maximizing room revenue and productivity, and developing managers and employees.

Requirements

At least 6 years of progressive experience in a hotel or a related field; or a 4-year college degree and at least 2 years of related experience; or a 2-year college degree and 4 or more years of related experience.
Previous management experience required.
Must be proficient in Windows, Company approved spreadsheets and word processing.
Long hours sometimes required.
Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds 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.
Attend all hotel required meetings and trainings.
Participate in M.O.D. coverage as required.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling.
Maintain high standards of personal appearance and grooming, including 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.

Responsibilities

Ensure employees are attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
Respond to all guest requests, problems, complaints, and/or accidents in an attentive, courteous, and efficient manner, and follow up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline all Rooms Division personnel according to hotel standards.
Prepare and conduct all front-of-house Rooms Division interviews and follow hiring procedures, supporting Human Resources with recruiting efforts.
Develop employee morale and ensure training of Rooms Division personnel.
Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
Ensure implementation of all Highgate Hotel policies and house rules.
Ensure sign off of all Service Standards by Position competencies for Rooms division managers and monitor completion of training checklists for hourly staff.
Monitor oversold dates to ensure the maximization of rooms revenue.
Tour rooms operating departments daily, greeting employees and soliciting feedback.
Ensure compliance to Standard of the Week training.
Maximize room revenue and occupancy by reviewing status daily, analyzing rate variance, monitoring credit reports, and maintaining close observation of daily house count.
Attend daily and monthly Rooms Merchandizing meetings.
Complete the monthly reforecast.
Monitor and support the corporate Guest Recognition Program.
Monitor expenses to ensure expense control and maximize profit, using checkbook accounting.
Monitor and ensure compliance with SOP’s in Rooms and Loss Prevention.
Conduct walk-throughs of public areas and guestrooms to ensure cleanliness and maintenance standards are met.
Coordinate major projects such as renovations, capital expenditures, and equipment change-overs.
Conduct weekly Rooms Division meetings, including a monthly financial review.
Perform Rooms Managers’ performance reviews according to SOP and ensure managers are in compliance with standards in their administration of performance reviews.
Monitor labor expenses through schedule approval process and ensure budgeted productivity.
Prepare department heads for succession through development of their need areas.
Prepare the Rooms Division annual budget, including Laundry, Communications, and Other Income.
Participate in the M.O.D. program as scheduled.
Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Monitor proper operation of the P.B.X. console and ensure employees maintain S.O.P.'s in its use.
Assist in preparation of revenue and occupancy forecasting.
Carry a pager at all times and operate pagers and radios efficiently and professionally.
Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
Be knowledgeable of current corporate marketing programs and ensure staff is knowledgeable in understanding and implementing them.
Monitor all V.I.P.'s, special guests, and requests.
Ensure overall guest satisfaction.
Perform other duties as requested by management.
Maintain a warm and friendly demeanor at all times.