Operations Director
3 weeks ago
The Operations Manager is a key member of the Row NYC 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, providing support to other departments, and ensuring that all areas of the hotel meet Paramount standards.
- Provide strong lobby presence to assist front desk agents and guests, and provide all aspects of shift coverage in F&B operations as needed.
- Balance the hotel room type inventory, monitor and action Nor 1 upsell program, and handle guests' special requests and customer complaints during shift.
- Perform all other front desk duties and responsibilities, including investigating and handling 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, and 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, and 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.
Annual Compensation: $72k-$75k
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