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Hospitality Operations Supervisor

2 months ago

Woodbridge, Virginia, United States Highgate Full time

Compensation Type: Yearly

Company Overview: Highgate Hotels is a leading real estate investment and hospitality management firm, recognized for its innovative approach within the industry. As a dominant force in major U.S. gateway markets such as New York, Boston, Miami, San Francisco, and Honolulu, Highgate is also expanding rapidly across Europe, Latin America, and the Caribbean. The company manages a diverse portfolio of properties with an aggregate asset value exceeding $20 billion, generating over $5 billion in cumulative revenues. Highgate offers expert guidance throughout all phases of the hospitality property cycle, from planning and development to recapitalization or disposition. The company excels in creating unique hotel brands and employs industry-leading proprietary revenue management tools to identify and adapt to evolving market dynamics, ensuring optimal performance and asset value maximization. With a seasoned executive team comprising some of the industry's most experienced hotel management professionals, Highgate is a trusted partner for prominent ownership groups and major hotel brands. Corporate offices are located in key cities including London, New York, Dallas, and Seattle.

Position Location: Residence Inn Potomac Mills

Role Overview: The Operations Supervisor is tasked with strategizing and directing operational processes to enhance productivity and efficiency.

Key Responsibilities:

  • Oversee the Housekeeping Department and Breakfast Program while assisting in Front Desk Operations in collaboration with the Assistant General Manager.
  • Maintain a strong presence in the lobby to support front desk agents and guests.
  • Manage the balance of hotel room type inventory.
  • Ensure all lobby and public areas meet Highgate and Marriott standards, including cleanliness and guest access.
  • Address special requests and customer complaints during shifts.
  • Perform various front desk duties and responsibilities as needed.
  • Investigate and resolve complaints, disturbances, and emergencies during shifts.
  • Manage employee payroll, track attendance, and conduct necessary overtime call-arounds.
  • Coach, train, and counsel hourly associates while administering discipline as required.
  • Perform some Night Audit functions and generate related reports.
  • Prepare, copy, and distribute reports as necessary.
  • Participate in periodic meetings to foster positive working relationships among employees and enhance morale, productivity, and efficiency.
  • Attend all required hotel meetings and training sessions.
  • Engage in Manager on Duty (M.O.D.) coverage as required.
  • Bilingual proficiency in Spanish and English is strongly preferred.

Qualifications:

  • A minimum of 5 years of progressive experience in a hotel or related field; or a 2-year college degree with at least 3 years of progressive experience; or a 4-year degree with a minimum of 1 year of progressive experience in a related field.
  • Previous supervisory experience is essential.
  • Proficiency in Windows and company-approved spreadsheets and word processing software is required.
  • Long hours may be necessary at times.
  • Ability to perform sedentary work, occasionally exerting up to 10 pounds of force.
  • Effective verbal and written communication skills are essential for interacting with employees and guests in a friendly and service-oriented manner.
  • Strong listening skills to understand and clarify concerns raised by employees and guests.
  • Ability to multitask and prioritize departmental functions to meet deadlines.
  • Maintain regular attendance in accordance with Highgate Hotel Standards.
  • Exhibit high standards of personal appearance and grooming.
  • Comply with Highgate Hotel Standards and regulations to promote safe and efficient hotel operations.
  • Identify problem areas and assist in implementing solutions to maximize productivity.
  • Handle problems effectively, including anticipating, preventing, identifying, and resolving issues as necessary.
  • Maintain confidentiality of information.
  • Perform additional duties as requested by the Assistant General Manager, General Manager, or corporate staff.
  • Bilingual proficiency in Spanish and English is strongly preferred.