Operations Manager- Transitions​/Task Force

Highgate Hotels is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. Highgate has a 30-year track record as an innovator in the hospitality industry and provides guidance through all stages of the property cycle.

The company develops a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools to identify and predict evolving market dynamics and maximize asset value. Highgate operates with an executive team of seasoned hospitality leaders and corporate offices worldwide. Location Overview The Operations Manager - Transitions/Task Force is responsible for planning and directing operations to improve productivity and efficiency.

• Assist the Director and Assistant Director of Housekeeping with managing the Housekeeping operation; provide support to other departments in the hotel (F&B, Front Office and Engineering).
• Provide strong lobby presence to assist front desk agents and guests.
• Provide all aspects of shift coverage in Housekeeping operations as needed.
• Balance the hotel room type inventory.
• Ensure all areas of the lobby, mezzanine level and housekeeping operations meet Paramount standards (cleanliness, restricted guest access, bathroom cleanliness, outdoor cleanliness, elevator cleanliness and functionality, signage standards).
• Handle guest 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 Dayforce, time edits, and conduct call-arounds for OT as needed.
• Coach, train, counsel hourly associates and administer discipline as needed.
• Prepare, copy, and distribute reports as required.
• Attend and contribute to periodic meetings to maintain favorable working relationships among employees and promote morale, productivity, and efficiency.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Commitment to travel approximately 50% of the time within the Eastern region for approximately 1 year or more.

• 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.
• Proficiency in Windows, company-approved spreadsheets and word processing.
• Ability to work long hours when required.
• Physical ability to perform sedentary work and to lift up to 10 pounds occasionally.
• Effective verbal and written communication with all levels of employees and guests in a courteous and service-oriented manner.
• Strong listening and problem-solving skills.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in a courteous and service-oriented manner.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Identify and address problem areas and implement solutions to improve productivity.
• Ability to understand and evaluate complex information from various sources to meet objectives.
• Maintain confidentiality of information.
• Perform other duties as requested by management.