Operations Manager Requisition ID 2025-68767 Category Operations Job Location US-CA-San Francisco Property The Timbri Compensation Minimum USD $29.00/Hr. Compensation Maximum USD $30.00/Hr. Compensation Type Hourly 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, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B 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.

Location

Overview

The Operations Manager is responsible for planning and directing operations to improve productivity and efficiency.

Responsibilities Assist the Executive Housekeeper and Director of Guest Services with managing the Front Office and Housekeeping operations; Provide strong lobby presence to assist front desk agents and guestsProvide all aspects of shift coverage in both departments on a rotational basis or as neededBalance the hotel room type inventoryEnsure all areas of the lobby, and rooms are functioning to standards (e.g. cleanliness, guest only in authorized areas, bathroom cleanliness, outdoor cleanliness and conditions, elevator cleanliness and functionality, Signage standards)Monitor and action Nor 1 upsell programHandle 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 shiftManage Employee Payroll, track attendance, time edits, and conduct call-arounds for OT as neededCoach, train, counsel hourly associates and administer discipline as neededPerform some Night Audit functions, able to review all Night Audit related functions and able to produce Night Audit reports.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 M.O.D. coverage as required.Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.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.Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel  standards.Maintain a regularly scheduled cleaning program (i.e. floor care, hard cleaning, mattress flipping, etc.) and maintain a detailed checklist for each position.Assist in maintaining and controlling all housekeeping equipment.Assist in ensuring compliance with all corporate Risk Management standards (MSDS, HazComm, etc.).Ensure consistency with departmental opening and closing procedures.Develop employee morale and ensure training of Housekeeping personnel.Inspect rooms daily, and ensure that some rooms are inspected with supervisors on a daily basis.Ensure that public areas, guest rooms and back-of-house areas are cleaned to Highgate Hotel standards.Assist in conducting monthly and quarterly Housekeeping inventories on a timely basis.Conduct pre-shift meetings for room attendants and housemen.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 Housekeeping staff's worked hours for payroll compilation and submit to Accounting on a timely basis.Assist in preparing employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.Maintain Highgate Hotel SOP's regarding Purchase Orders, vouchering of invoices and checkbook accounting.Manage and organize large turn days (including group check-ins or check-outs).Monitor out-of-order, out-of-service, discrepant and show rooms.Monitor and act on special requests as needed; VIPs, special needs rooms, connecting, etc.Attend weekly staff meeting and provide training on a rotational basis using steps to effective training according to Highgate Hotel standards.Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards.Maintain key control system for house keys.Ensure participation within department for monthly Highgate Hotel team meeting.Focus the Housekeeping Department on their role in contributing to the Guest Service and audit Scores.Monitor all V.I.P.'s, special guests and requests.Assist in maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.Use the telephone and computer system for reporting and verifying room status.Ensure overall guest satisfaction 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 responsibilitiesMust be proficient in Windows, Company approved spreadsheets and word processing.Opera cloud experience necessaryLong 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.Perform other duties as requested by manager

 

Highgate Hotels, L.P. is an Equal Opportunity Employer and maintains the policy of recruiting and retaining the best-qualified personnel who demonstrate the ability to perform competently and work well with others. It is the policy of Highgate Hotels to provide equal employment opportunity regardless of race (including traits historically or culturally associated with race, such as hair texture and protective hairstyles), religion (including religious dress and religious grooming), color, age (40 and over), genetic information, disability (mental and physical), medical condition (as defined under state law), national origin (including language use restrictions and possession of a driver’s license issued under section 12801.9 of the California Vehicle Code), ancestry, sex (including gender, gender identity, gender expression), sexual orientation, marital status, familial status, parental status, domestic partner status, citizenship status, pregnancy (including perceived pregnancy, childbirth, lactation, or pregnancy-related conditions), military caregiver status, military status, veteran status, or any other status protected by federal, state, or local law. This policy of nondiscrimination is applied to all aspects of the employment relationship. The Company complies with the Americans with Disabilities Act (ADA) and applicable state and local laws in ensuring equal opportunity and employment for qualified persons with disabilities. We also consider qualified applicants with criminal histories, consistent with legal requirements.

The following link provides more information regarding the Federal laws prohibiting discrimination in employment: EEO is the Law – Notice of Applicant Rights Under the Law.