Senior Operations Manager

HEI Hotels & Resorts•New York, NY

22h•Onsite

About The Position

The Senior Operations Manager is responsible for ensuring all guest service standards are met in accordance with client/guest expectations and HEI Standards of Product and Service. HEI Hotels & Resorts is proud to welcome the Courtyard New York Manhattan Fifth Avenue to our growing portfolio of distinguished properties. Located in the heart of Midtown, the Courtyard is perfectly situated to visit iconic destinations including Rockefeller Center, Times Square, and the Theatre District. At HEI, we understand that exceptional hotels are built by exceptional people. Our continued success is driven by our associates — the heart of every guest experience. Where people choose to work matters. In return for that choice, we are committed to providing competitive compensation and benefits, industry-leading tools and training, and a culture that empowers growth and excellence. Simply put, we honor the privilege of our associates choosing HEI by investing in them — ensuring they thrive, grow, and elevate every property we serve. We value U.S. military experience and invite all qualified military candidates to apply.

Requirements

2 years of hotel experience, preferably in a comparable hotel.
Proficient with PMS system and computer literacy a must.
Able to handle cash and credit transactions.
Maintain a professional appearance and manner at all times.
Must possess thorough knowledge of all hotel operations and individual job requirements.
Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Able to manage multiple tasks at all times and have excellent organizational skills.
General knowledge of local area attractions and transportation.
Must be able to stand and walk up for 4 or more hours at a time with or without reasonable accommodation.
Able to establish and maintain effective working relationships with associates and customers.
Able to observe and detect signs of emergency situations.
Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Responsibilities

Ensure each department is working efficiently while ensuring brand standards are being met.
Oversees staff by conducting daily and monthly meetings, inspecting staff work and giving guidance so that deficiencies are corrected, and standards are met.
Assist department managers to interview, hire, and train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline when appropriate.
Assist department managers to arrange staff work schedules and submit payroll records, correcting errors to ensure pay is on time.
Assist department managers to implement company and franchise programs.
Track guest satisfaction surveys and maximize usage of the guest response tracking system.
Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
Assist in recording product inventories.
Communicate both verbally and in writing to provide clear direction to staff.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.