Operations Manager

Compensation Type

Yearly

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location

One of the longest-standing hotels in Downtown L.A., Hotel Figueroa recently completed a stunning restoration by award-winning design agency Studio Collective. Hotel Figueroa’s fierce spirit is now matched with modern touches, all while respecting the property’s original footprint and Spanish Colonial design.

The hotel boasts 268 rooms and suites, five F&B outlets and a landscaped courtyard featuring its iconic coffin-shaped pool. Hotel Figueroa’s vibrant arts program includes rotating art exhibits showcasing the works of L.A.’s most compelling female artists — an homage to its founding in 1926 as the largest project to have been financed, owned and operated by women. 

Overview

The Operations Manager is responsible for planning, coordinating, and directing daily hotel operations to improve productivity, efficiency, profitability, and the overall guest experience. The Operations Manager is responsible for planning, coordinating, and directing daily hotel operations to improve productivity, efficiency, profitability, and the overall guest experience. This position provides operational leadership and support across key areas of the hotel, including Food & Beverage outlets and Front Desk/Guest Services.

Responsibilities

• Oversee all aspects of the daily operation of the outlet.
• Provide strong lobby presence to assist front desk agents and guests.
• Provide all aspects of shift coverage in F&B operations as needed.
• Work with other F&B managers and keep them informed of issues as they arise.
• Keep immediate supervisor fully informed of all problems or matters requiring his/her attention.
• Assist in coordinating and monitoring all phases of Loss Prevention in the outlet.
• Ensure preparation of required reports, including (but not limited to) Wage Progress, payroll, revenue, tips, employee schedules, quarterly actions plans.
• Ensure compliance with SPO’s in all outlets
• Ensure compliance with all local liquor laws, and health and sanitation regulations.
• Ensure compliance with requisition procedures.
• Interview candidates for front-of-house positions and follow standards for hiring approvals.
• Conduct staff performance reviews in accordance with Highgate Hotel standards.
• Ensure the training of employees on SOP’s and technical job tasks.
• Be involved in and/or conduct departmental and hotel training (CARE, One to One), etc.
• Assist the Director of Front Office with managing the Front Office operation; in addition to providing support to other departments in the hotel (F&B, Housekeeping and Engineering)
• 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)
• Handle guest’s special requests and customer complaints during shift.
• Perform all other front desk duties and responsibilities.
• 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.
• 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 training.
• Participate in M.O.D. coverage as required.

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.
• 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.
• Demonstrates strong problem-solving skills with the ability to anticipate, prevent, identify, investigate, and resolve operational issues, including guest and employee complaints, disturbances, emergencies, and other concerns that arise during the shift, ensuring timely resolution and appropriate escalation when 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