Operations Manager

4 weeks ago

New York County New York, United States Graduate Roosevelt Island Full time

Job Summary:

The Operations Manager is a key member of the Graduate Roosevelt Island team, responsible for planning and directing hotel operations to improve productivity and efficiency. This role requires a strong leader who can effectively manage the Front Office operation, provide support to other departments, and ensure that all areas of the hotel meet Paramount standards.

Key Responsibilities:

  • Assist the Director and Assistant Director of Front Office with managing the Front Office operation
  • Provide support to other departments in the hotel (F&B, Housekeeping and Engineering)
  • Provide strong lobby presence to assist front desk agents and guests
  • 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
  • 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

Requirements:

  • 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

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