What are the responsibilities and job description for the Senior Operations Manager - Transitions/Task Force position at Highgate?
Overview
The Senior Operations Manager - Transitions / Task Force is responsible for planning and directing operations to improve productivity and efficiency.
Responsibilities
Assist the Director and Assistant Director of Housekeeping with managing the Housekeeping operation; in addition to providing support to other departments in the hotel (F&B, Front Office and Engineering)
Provide strong lobby presence to assist front desk agents and guest
Provide all aspects of shift coverage in Housekeeping operations as needed
Balance the hotel room type inventory
Ensure all areas of the lobby, Mezzanine level and Housekeeping operations are functioning to Paramount standards ( cleanliness, guest only in authorized areas, bathroom cleanliness, outdoor cleanliness and conditions, elevator cleanliness and functionality, Signage standards)
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 Dayforce, 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 coverage as required.
Commitment to travel approximately 50% of the time within the Eastern region - for approximately 1 year
Qualifications
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.
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