Operations Manager

Highgate Hotels•New York, NY

6d•Onsite

About The Position

The Operations Manager plans and directs hotel operations to improve productivity and efficiency. At ModernHaus SoHo, the role supports the Front Office and other hotel departments, maintains service and cleanliness standards, assists guests and employees, and helps ensure smooth shift operations. The position also contributes to staff development, payroll and attendance administration, reporting, and hotel-wide management-on-duty coverage.

Requirements

At least 5 years of progressive experience in a hotel or related field; alternatively, a 2-year college degree and at least 3 years of progressive related experience, or a 4-year degree and at least 1 year of progressive related experience.
Previous supervisory responsibilities.
Proficiency in Windows and company-approved spreadsheet and word-processing applications.
Ability to communicate effectively, verbally and in writing, with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to handle problems by anticipating, preventing, identifying, and resolving them.
Ability to understand and evaluate complex information and data from various sources.
Ability to maintain confidentiality.
Ability to work long hours when required.
Sedentary work involving up to 10 pounds of force occasionally and negligible force frequently or constantly to move objects.
Ability to maintain regular attendance according to hotel scheduling needs and standards.
Ability to maintain high standards of personal appearance and grooming, including wearing a name tag.

Responsibilities

Assist the Director and Assistant Director of Front Office in managing the Front Office operation and provide support to Food & Beverage, Housekeeping, and Engineering.
Maintain a strong presence in the lobby to assist front desk agents and guests.
Provide shift coverage for Food & Beverage operations as needed.
Balance hotel room-type inventory.
Ensure the lobby, Mezzanine level, and Food & Beverage areas meet hotel standards, including cleanliness, authorized guest access, bathroom and outdoor-area conditions, elevator cleanliness and functionality, and signage.
Monitor and take action on the Nor 1 upsell program.
Handle guest special requests and complaints during shifts; investigate and address complaints, disturbances, and emergencies.
Perform front desk duties and responsibilities.
Manage employee payroll, track attendance in ADP, make time edits, and conduct call-arounds for overtime as needed.
Coach, train, and counsel hourly associates and administer discipline as needed.
Perform some Night Audit functions, review Night Audit functions, and produce Night Audit reports.
Prepare, copy, and distribute reports as required.
Attend and contribute to periodic meetings to support working relationships, morale, productivity, and efficiency.
Attend required hotel meetings and training.
Participate in manager-on-duty coverage as required.
Maintain regular attendance, personal appearance and grooming standards, and compliance with hotel standards and regulations.
Maximize productivity, identify problem areas, and assist with implementing solutions.
Perform other duties as requested by the manager.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) retirement plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program
Educational opportunities and tuition reimbursement
Paid jury duty leave
Personal leave
Medical leave
Military leave
Washington associates: 8 paid holidays per year; up to 20 vacation days per year based on classification and length of service; Paid Sick & Safe Time accrual and carryover as described in the posting.
Colorado associates: 8 paid holidays per year (Denver employees receive 64 hours of designated holiday time per calendar year); up to 20 vacation days per year based on classification and length of service; paid sick leave accrual as described in the posting.
California associates: 8 paid holidays per year; up to 20 vacation days per year based on classification and length of service, subject to the stated cap; applicable California paid sick time and Los Angeles compensated time off as described in the posting.