Operations Manager
18 hours ago
The Operations Supervisor is responsible for overseeing the daily operations of the Front Office, ensuring seamless guest experiences, and driving productivity and efficiency. This role requires strong leadership, communication, and problem-solving skills to manage a team of front desk agents and provide exceptional service to guests.
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)
- 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
- 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
- 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
- Maintain high standards of personal appearance and grooming
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