Operations Director

3 weeks ago

New York, New York, United States Row NYC Full time

Job Summary:

The Operations Manager at Row NYC is responsible for planning and directing hotel operations to improve productivity and efficiency. This role requires a strong leader who can manage multiple departments, including Front Office, Food and Beverage, Housekeeping, and Engineering.

Key Responsibilities:

  • Assist the Director and Assistant Director of Front Office with managing the Front Office operation and provide support to other departments as needed.
  • 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 guests' 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 levels 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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