Highgate Hotels

  • Operations Manager

    Requisition ID
    Front Office Operations
    Job Location
    US-NY-New York
  • 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.


    Row NYC


    Located in the heart of Manhattan’s Times Square, the iconic Row NYC has completed a $140+ million transformation of all guest rooms and public spaces.  The hotel is surrounded by 24 Broadway theaters, is 1 block from Restaurant Row and is close to Jacob Javits Convention Center, Macy’s, Rockefeller Center, the Empire State Building and many of NYC’s top attractions.  The hotel offers 1,331 newly built guestrooms with a variety of bedding configurations including king, queen, double/double and twin.

    Employment Status



    The Operations Manager is responsible for ensuring the operation of all Guest Services departments in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.


    • Assist the Director/Assistant Director of Front Office with managing the front office operations
    • Provide strong lobby presence to assist front desk agents and guests
    • 80/20 rule is required to be applied. This means, 80% of your work day needs to be positioned in the front of the house areas to drive guest experience while the remaining 20% is to manage the necessary administrative and operational needs
    • Guide guests in utilizing the hotel’s mobile check in kiosks and utilize the rover wireless check-in during your shift
    • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
    • Balance the hotel room type inventory
    • Responsible for Hotel issued Bank and following all cash handling and credit policies
    • Drive hotel Guest Satisfaction Survey ranking by identifying root causes and sustaining ways to improve methods that lead to increased scores
    • Ensure all areas of the lobby are functioning (e.g. business center, Bosco booth, front desk computers and printers)
    • Monitor and facilitate the Nor 1 upsell program
    • Conduct high energy stand-up meetings for each shift worked
    • Review and address any outstanding issues from the prior shift
    • Read and respond to all emails on your shift
    • Ensure all Group, Corporate and VIP guest are prioritized by receiving exceptional service
    • Ensure all accounting related areas during your shift are managed correctly
    • Ensure all associates with-in the department are on time, in uniform and take their break in the allotted time period
    • Update scheduling & payroll daily and ensure any schedule variances are properly recorded in the departments tracking system
    • Ensure all PBX and Manager phones are answered within 3 rings.
    • Conduct continuous training with staff to refresh and enforce service standards
    • Coach and/or discipline associates as needed
    • Lead by example by serving as the ambassador of “doing the right thing” for our guest, associates and hotel
    • Monitor and prepare Night Audit reports in accordance with Highgate Hotel’s requirements
    • Be an active contributor with improving participation and survey scores for the Associate Satisfaction Survey (AOS)
    • Investigate and handle complaints, disturbances, emergencies, etc. during shift.


    • A minimum 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.
    • Supervisory experience required.
    • Must be proficient in Windows, Company approved spreadsheets and word processing.
    • Long hours sometimes required.
    • Must be able to have a flexible work schedule (AM/PM/Overnight shifts)
    • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
    • Attend all hotel required meetings and trainings.
    • Participate in M.O.D. coverage as required.
    • Must be able to maintain confidentiality of information.
    • 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.
    • Attend and contribute to periodic meetings to maintain favorable working relationships among employees and promote maximum morale, productivity, and efficiency.
    • Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
    • Must be able to multitask and prioritize departmental functions to meet deadlines.
    • Must be effective in handling problems including anticipating, preventing, identifying and solving problems as necessary.
    • 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
    • Perform other duties as requested by management


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