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Operations Supervisor: Overnight

4 months ago

Honolulu, United States Highgate Hotels Full time

Compensation Type Hourly 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 AC Honolulu, HI Overview The Overnight Operations Supervisor is responsible for assisting in management of Guest Services, Housekeeping, Engineering, and Security in an attentive, friendly, efficient and courteous manner. The Overnight Operations Supervisor will primarily work from the late evening to early AM hours to oversee the night audit process and act as the Manager on Duty for the Resort. The Operations Supervisor is also responsible for providing protection and communication with hotel guests and employees. He/she is also responsible for patrolling hotel premises to maintain security, detect and report fire, security and safety hazards and/or violations of Highgate Hotel's rules and regulations. Responsibilities * Essential: * Lead the overnight operations for the hotel as the Manager on Duty. Focus on guest service, safety and associate engagement for all departments. * Comfortable working overnight hours. * Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees. * Fluent on Highgate Crisis Management protocol. * Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality * Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of * Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel * Monitor and ensure compliance with Highgate Hotel SOP's in Rooms and Loss * Attend all hotel required meetings and * Maintain visual contact with the Front Desk/Night Auditor and the front door of the hotel by remaining in the Lobby area when not on property walks. * Respond to all guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest * Monitor and support the corporate Guest Recognition * Maintain a professional working relationship and promote open lines of communication with managers, employees and other * Tour Rooms operating departments daily, greeting employees and soliciting * Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met. * Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple * Carry a cell phone at all Operate cell phone and radios efficiently and professionally in communicating with hotel staff. * Assist Housekeeping with delivery of guest items and respond to any Housekeeping requests as necessary. * Assist Engineering with any Engineering requests as necessary. * Complete daily preventative maintenance of public spaces, and guest rooms as assigned. * Have knowledge of hotel and guest room locking systems. * Patrol area to ensure that they are secure and free of unauthorized persons and disturbances. * Maintain an awareness of legal limitation of position (local, state and/or federal ordinances). * Assist guests to their rooms or assist guest's w/entry into their rooms according to hotel standards. * Respond and assist with emergency situations, including medical, security, guest complaints, etc. * Respond to altercations, and investigate as necessary. * Administer Heimlich maneuver and/or First Aid/CPR as necessary. * Complete Incident/Accident reports in a clear and concise manner. * Conduct investigations relative to property losses, guest and employee accidents, and illnesses and crimes against the hotel. * Check and immediately report on any safety hazards. * Immediately follow up on any alarms to determine the exact location and cause - determine emergency status and report to the Front Desk with findings. * Perform other tasks/jobs as assigned by the supervisor or manager. Qualifications Education & Experience: * At least 4 years of progressive experience in a hotel or a related field; or a 4-year college degree and at least 1 years of related experience; or a 2-year college degree and 2 or more years of related * Previous supervisory experience * Must be proficient in Windows, Company approved spreadsheets and word Physical requirements: * Long hours sometimes * Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move General Requirements: * 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 * Must be effective at listening to, understanding, and clarifying concerns raised by employees and * Must be able to multitask and prioritize departmental functions to meet * Approach all encounters with guests and employees in an attentive, friendly, courteous and service- oriented * Attend all hotel required meetings and * Participate in M.O.D. coverage as * Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the * Maintain high standards of personal appearance and grooming, including wearing * Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel * Maximize efforts towards productivity, identify problem areas and assist in implementing * Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as * Must be able to understand and evaluate complex information, data, from various sources to meet appropriate objectives. * Must be able to maintain confidentiality of * Perform other duties as requested by * Maintain a warm and friendly demeanor at all Salary is $24/hourly