Highgate Hotels, LP Senior Operations Manager in New York, New York
Senior Operations Manager
Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.
Inspired by its Crosby Street location, NoMo blends nostalgia with modern for an authentic and unique SoHo experience - as seen by its curated collection of vintage and contemporary art. Guests can enjoy farm - to - fork seasonal cuisine at NoMo Kitchen or relax daily with morning coffee and tea in the Library Lounge. NoMo SoHo is a true blend of comfort and class providing guests with luxury accommodations in a stylish setting.
The Senior Operations Manager is responsible for planning and directing operations to improve productivity and efficiency.
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 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.
At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree and a minimum of 3 years of progressive experience in a related field; or a 4-year degree and a minimum of 1 year of progressive experience in a related field.
Previous supervisory responsibilities
Must be proficient in Windows, Company approved spreadsheets and word processing.
Long hours sometimes required.
Sedentary work, exerting up to 10 pounds of force occasionally and/or negligible amount 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.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which include 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.
Perform other duties as requested by manager
Highgate Hotels and its subsidiary companies will provide equal employment opportunities to all applicants without regard to an applicant’s race, color, age, religion, sex, national origin, disability, genetic information, uniformed services, veteran status, sexual orientation, gender identity and expression or any other legally protected classification. Highgate Hotels will provide reasonable accommodations to allow an applicant to participate in the hiring process (e.g., accommodations for a test or job interview) if so requested.