Hospitality Operations Lead — Guest Experience & Efficiency

Highgate Hotels L.P.; New York (NY); On-site; USD 60,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Short-term and long-term disability

401(k) with employer matching

Paid holidays

Paid vacation

Paid sick leave

Employee assistance program

Tuition reimbursement

Paid jury duty leave

Personal leave

Medical leave

Job summary

Highgate Hotels L.P. is seeking an Operations Manager to plan and direct hotel operations, improving productivity and guest experience in a dynamic environment. You will support Front Office leadership and coordinate with Food & Beverage, Housekeeping, and Engineering to maintain service standards.

The role requires supervisory experience, strong communication, and the ability to multitask across departments while upholding brand standards and safety policies.

Qualifications

• 5+ years of progressive experience in a hotel or related field or equivalent education.
• Previous supervisory responsibilities are required.
• Proficiency in Windows, company-approved spreadsheets and word processing.
• Ability to work long hours when needed.
• Must communicate effectively with all levels of staff and guests.

Responsibilities

• Assist Front Office leadership in managing operations and supporting other departments (F&B, Housekeeping, Engineering).
• Provide strong lobby presence to assist front desk agents and guests.
• Cover Front Office and F&B shift needs to meet service standards.
• Balance hotel room inventory and ensure areas meet cleanliness and safety standards.
• Handle guest requests and complaints during shifts and escalate when needed.
• Prepare reports and participate in MOD coverage and required trainings.

Skills

Supervising teams

Guest service

Communication

Multitasking

Attention to detail

Education

2-year college degree

4-year degree

Tools

Windows

Spreadsheets

Word processing

Job description

Highgate Hotels L.P. is seeking an Operations Manager to plan and direct hotel operations, improving productivity and guest experience in a dynamic environment. You will support Front Office leadership and coordinate with Food & Beverage, Housekeeping, and Engineering to maintain service standards.

The role requires supervisory experience, strong communication, and the ability to multitask across departments while upholding brand standards and safety policies.