Job Operations Manager

Compensation Type

Yearly

Highgate Hotels

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate's portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry's most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Location

As the premier Italian hotel in New York City, The Michelangelo Hotel brings all the boutique amenities and designs of Modern Italian Lifestyle to Times Square New York City's very own Crossroads of the World. Business travelers and vacationing guests revel in the luxurious comfort of this urban oasis with its refined rooms, opulent suites and smoke-free atmosphere. Welcoming and spacious, the rooms of our boutique hotel are thoughtfully designed to blend sophisticated style, lavish comforts and luxury amenities with the hotel's Neoclassical features to evoke authentic Italian elegance. The Michelangelo Hotel offers 179 rooms including 52 suites that are among the largest in NYC, a notable rarity among high-end boutique hotels.

Overview

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

Responsibilities

• Assist the Director and Assistant Director of Front Office 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 front desk agents and guest
• Provide all aspects of shift coverage in F&B operations as needed
• Balance the hotel room type inventory
• Ensure all areas of the lobby, Mezzanine level 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)
• Monitor and action Nor 1 upsell program
• 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
• Manage Employee Payroll, track attendance ADP, time edits, and conduct call-arounds for OT as needed
• Coach, train, counsel hourly associates and administer discipline as needed
• 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.

Qualifications