Overnight Operations Manager

Highgate Hotels•New York, NY

1d•Onsite

About The Position

The Operations Manager plans and directs hotel operations to improve productivity and efficiency. The role supports the Director and Assistant Director of Front Office in managing Front Office operations and provides support to Food & Beverage, Housekeeping, and Engineering. The position maintains a strong lobby presence, supports guest service and shift coverage, oversees hotel presentation and room-type inventory, handles guest requests and complaints, and performs some Night Audit functions. It also supervises hourly associates, manages payroll and attendance processes, and contributes to effective hotel operations and employee morale.

Requirements

At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree and at least 3 years of progressive experience in a related field; or a 4-year degree and at least 1 year of progressive experience in a related field.
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.
Ability to perform sedentary work, exerting up to 10 pounds of force occasionally and negligible force frequently or constantly.

Responsibilities

Assist the Director and Assistant Director of Front Office with managing Front Office operations and support other hotel departments, including Food & Beverage, Housekeeping, and Engineering.
Maintain a strong lobby presence and assist front desk agents and guests.
Provide shift coverage in Food & Beverage operations as needed.
Balance hotel room-type inventory.
Ensure the lobby, Mezzanine level, and Food & Beverage areas meet property standards for cleanliness, authorized guest access, bathrooms, outdoor areas, elevators, and signage.
Monitor and act on the Nor 1 upsell program.
Handle guest special requests and customer complaints during the shift.
Perform other front desk duties and responsibilities.
Investigate and handle complaints, disturbances, and emergencies during the shift.
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 maintain favorable employee relationships and promote 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, and compliance with hotel standards and regulations.
Maximize productivity, identify problem areas, and assist in 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, and military leave in accordance with applicable law