Operations Manager
2 weeks ago
The Operations Manager is a key member of the Courtyard NY Manhattan team, responsible for planning and directing hotel operations to improve productivity and efficiency.
Key Responsibilities- Assist the Director and Assistant Director of Front Office with managing the Front Office operation, providing 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 (e.g. cleanliness, guest only in authorized areas, bathroom cleanliness, outdoor cleanliness and conditions, elevator cleanliness and functionality, Signage 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
- 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
- Knowledge of Fosse A Plus
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