Highgate Hotels

  • Operations Manager

    Requisition ID
    Job Location
    US-NY-New York City
    New York City Growth
  • Highgate Hotels

    Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu. Highgate also has an expanding presence in key European markets through properties in London, Paris, Barcelona, Vienna and Prague. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $10B and generates over $2B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition.  Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

    Employment Status



    The Operations Manager is responsible for the operation of the Housekeeping & Engineering Department in an attentive, friendly, efficient and courteous manner, providing all guests with quality service and a clean and safe environment throughout their stay, while efficiently managing expenses and maximizing service levels. Ensuring guest privacy and security through correctly following Highgate Hotel procedures at all times.


    • Communication- must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees. Motivate, coach, counsel and discipline all personnel according to Highgate Hotel SOP's. Develop employee morale and ensure training of Housekeeping/ Engineering personnel. Ensure participation within department for monthly Highgate Hotel team meeting. Use the telephone and computer system for internal communication within departments as well as reporting and verifying room status.
    • Respond to all guest requests, problems, complaints and/or accidents presented through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner.  Follow up to ensure guest satisfaction.
    • Maintain a regularly scheduled cleaning program (i.e. floor care, hard cleaning, mattress flipping, preventative maintenance program etc.) and maintain a detailed checklist for each position.

    • Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.). Respond to emergency situations using information contained in MSD sheets.  Keep MSD sheets current and easily available.

    • Manage and organize large turn days efficiently (including group check-ins or check-outs).

    • Ensure consistency with departmental opening and closing procedures. Daily inspection of public areas, guest rooms and heart of house areas. Assist the Director of Housekeeping in inspecting all VIP rooms prior to arrival.

    • Inventory- Assist in maintaining required pars of all Housekeeping and Engineering supplies by ordering all needed supplies and amenities on a monthly or quarterly basis. Assist in conducting monthly and quarterly department inventories on a timely basis. Maintain Highgate Hotel SOP's regarding Purchase Orders, vouchering of invoices and checkbook accounting.
    • Monitor work orders and submit to Engineers according to hotel procedures.  Follow up on work orders to ensure completion.
    • Conduct pre-shift meetings for all Engineers, Room Attendants and House attendants.
    • Balance and clear room status nightly; compare the p.m. housekeeping report with the PMS room status report and resolve any discrepancies.
    • Assist in reviewing staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
    • Assist in preparing employee schedules according to business forecast, payroll budget guidelines and productivity requirements.
    • Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
    • Ensure sign off of all Service Standards by Position competencies for Housekeeping and Engineering staff.
    • Operate pagers and radios efficiently and professionally in communicating with hotel staff.  Ensure the proper use of radio etiquette within the department.
    • Monitor out-of-order, out-of-service, discrepant and show rooms.
    • Must maintain constant communication with Guest Services.
    • Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.
    • Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.
    • Maintain key control system for house keys.
    • Focus the Housekeeping & Engineering Department on their role in contributing to the Guest Service and audit Scores.
    • Review Knowcross reports on a daily basis, weekly, monthly basis to identify trends or patterns implementing preventative maintenance as necessary.
    • Assist in maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
    • Record all valet laundry for valet cleaners.  Check and review incoming laundry at end of day to ensure all items have been returned.
    • Ensure completion of regular maintenance and cleaning projects on a biannual basis. Create and implement preventative maintenance program for all hotel equipment.
    • Ensure all emergency and life safety equipment and systems are inspected, tested and certified per Highgate Hotel standards.
    • Actively participate in energy conservation programs.
    • Ensure compliance with the Americans with Disabilities Act (ADA).
    • Assist with the administration of all vendor contracts controlled by the engineering department.
    • Lead and/or participate in Highgate Hotel Safety Committee.
    • Attend all hotel required meetings and trainings.
    • Participate in M.O.D. coverage as required.


    • A minimum 4 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 50 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

    We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristics protected by law.


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