Director of Operations

Director of Operations

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with 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 consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com.

INN at SCHOFIELD BARRACKS

The Director of Operations is responsible for continually focusing on achieving hotel profitability through revenue generation, cost control, guest satisfaction and developing employees, while maintaining the integrity of the hotel. Work closely with General Manager, Departmental Managers and corporate leaders to ensure operational synergy in all aspects of the hotel, including but not limited to Front Office, Convenience Store, Housekeeping, Engineering and/or Third party vendors. Additional focal points will consist of project management while maximizing room revenue, sustainability and productivity.

Fundamental Requirements

• Conduct daily stand-up meeting with all departments to review the hotels daily activities and ensure good communication.
• Ensure that daily stand-ups are being held in all departments as appropriate.
• Tour the operating departments, daily making adjustments as needed via department heads.
• Provide support in all aspect to the Front Office Department in the absence of the Front Office Manager, including but not limited to purchasing, inventory control, payroll processing, project tracking, and communication.
• Work closely with General Manager, Departmental Managers and corporate leaders to ensure operational synergy in all aspects of the hotel, including but not limited to Front Office, Convenience Store, Housekeeping, Engineering and/or Third party vendors.
• Responsible to ensure effective processes and response time of guest interactive tools to include texting, apps, and social media channels.
• Conduct weekly staff meetings, including weekly training sessions presented by managers and self using the steps to effective training according to Highgate Hotel standards, and the review of previous and future sales and operations efforts.
• Provide support to Front Office & Housekeeping Departments in the absence of their leaders.
• Meet all financial review dates and corporate directed programs in a timely fashion.
• Participate in preparing the monthly Executive Summary and/or other necessary reports
• Hold a monthly financial review with all department managers and available supervisors.
• Ensure PCI compliance in all of your areas.
• Ensure that all department heads maintain budgeted productivity levels and Highgate Hotel standard checkbook accounting procedures.
• Prepare and execute Capital requests in accordance with the Capital Budget.
• Develop managers for future advancement through competency training and corporate sponsored training programs.
• Maintain direct contact with and monitor the development of management trainees.
• Adhere to all Highgate Hotel policies and procedures and train new managers to ensure compliance.
• Oversee and assist in the Highgate Hotels budget process as required.
• Ensure that training in service standards is taking place in each department using the steps to effective training according to Highgate Hotel standards.
• Assist in creating a positive team-oriented environment which focuses on the guest, through employee development and motivation.
• Take an active role in AOS planning, preparation, and subsequent Action Plan execution.
• Inspect rooms regularly as part of the Room Check Program.
• Spearhead property survey, social media and online efforts, including but not limited to: guest follow-up, problem resolution, communication of results to all departments.
• Ensure complete processing of invoices daily by using the A/P process.
• Ensure that all appropriate information for financial documents is received by the Corporate Office monthly, in compliance with the monthly accounting calendar.
• Ensure that timekeeping procedures per Highgate SOP are being followed in all departments.
• Ensure the cleanliness and maintenance of the physical property through inspections and preventive maintenance programs with department managers.
• Ensure that employees are at all times attentive, friendly, courteous and efficient in their interactions with guests, management and all other employees.
• Prepare and conduct all management interviews and follow hiring procedures according to Highgate Hotel S.O.P.'s.
• Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures for departmental staff.
• Participate in interview with General Manager for all prospective final candidates for any vacant management position within the hotel prior to any offer being extended.
• Motivate, coach, counsel and discipline all management personnel according to Highgate Hotel S.O.P.'s and ensure that managers are in compliance to the standards in their administration of counseling and disciplinary steps.
• Ensure that all employees receive fair and equitable treatment according to Highgate Hotel S.O.P.'s.
• Meet clients on the property, including meeting contacts and potential clients touring the property, to assist in the sales effort.
• Be in the public areas during peak times, greeting guests and offering assistance as needed.
• Ensure monthly credit meetings are conducted and take an active role in the hotel credit and collection policies.
• Ensure that all scheduled meetings take place on the property.
• Have knowledge and be actively involved in all emergency procedures / crisis management.
• Perform any other duties as requested by management.

Education & Experience

• At least 6 years of progressive hotel management experience, preferably in a related position, with extensive operational experience at Department Head or Director Level.
• Must be proficient in Windows, Company approved spreadsheets and word processing.

Physical requirements

• Flexible and long hours sometimes required.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Must have valid driver's license for the applicable state.
• Ability to stand during entire
• Knowledge of Opera Cloud preferred.

General Requirements

• Maintain a warm and friendly demeanor at all times.
• 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.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage and Lobby Ambassador Program as required.
• 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 management.

Salary Range ($69,000.00 - $73,000.00)