Task Force Operations Manager

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. It is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco, and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an asset value exceeding $20 billion and generates over $5 billion in revenue. The company offers expert guidance through all stages of the hospitality property cycle, from planning and development to recapitalization or disposition. Highgate also develops bespoke hotel brands and uses industry-leading proprietary revenue management tools to optimize performance and asset value.

The Operations Manager is responsible for planning and directing hotel operations to improve productivity and efficiency. This is a Taskforce position with an expectation of 100% travel, with time at home between assignments or days off. Assignments will primarily be in the Midwest and Mid-Atlantic regions.

Responsibilities:

• Assist the Director and Assistant Director of Front Office in managing front desk operations; support other departments such as F&B, Housekeeping, and Engineering.
• Provide a strong lobby presence to assist front desk agents and guests.
• Manage shift coverage for F&B operations as needed.
• Balance hotel room type inventory.
• Ensure all areas of the lobby, mezzanine, and F&B operations meet Paramount standards (e.g., cleanliness, guest access, signage).
• Monitor and act on Nor 1 upsell program.
• Handle guest requests and complaints during shifts.
• Perform front desk duties and responsibilities.
• Investigate and resolve complaints, disturbances, and emergencies during shifts.
• Manage employee payroll, track attendance, handle OT call-arounds.
• Coach, train, counsel, and discipline hourly staff as needed.
• Perform Night Audit functions and review related reports.
• Prepare, copy, and distribute reports as required.
• Handle special guest requests.
• Participate in meetings to promote good working relationships and morale.
• Attend all required hotel meetings and trainings.
• Participate in M.O.D. coverage as required.

Qualifications:

• Minimum 5 years of progressive hotel or related experience; or a 2-year college degree with at least 3 years of experience; or a 4-year degree with at least 1 year of experience.
• Previous supervisory experience.
• Proficiency in Windows and approved spreadsheets and word processing.
• Ability to work long hours when required.
• Sedentary work with occasional exertion of up to 10 pounds of force.
• Effective verbal and written communication skills with all employee and guest levels.
• Ability to listen, understand, and clarify concerns.
• Ability to multitask and prioritize effectively.
• Attentive, friendly, courteous, and service-oriented approach.
• Regular attendance and high personal grooming standards.
• Compliance with hotel standards and safety regulations.
• Problem-solving skills and confidentiality maintenance.
• Perform other duties as assigned by management.