Hospitality Operations Leader: Front Desk Guest Experience

Highgate Hotels, LP; Ontario (CA); On-site; USD 70,304 - 70,350; Full time

Job summary

Highgate Hotels is seeking an Operations Manager for the Residence Inn Ontario in Ontario, CA to lead hotel operations and improve productivity. You will support Front Office, F&B, Housekeeping and Engineering teams while maintaining Paramount standards.

You must have 5+ years in hotel management or equivalent, supervisory experience, and strong Windows/spreadsheet skills. The role requires long hours, excellent communication, multitasking, and reliable attendance.

Qualifications

• 5+ years of progressive hotel experience; or 3+ years with a 2-year degree; or 1+ year with a 4-year degree.
• Previous supervisory responsibilities
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Long hours sometimes required.
• Must be able to communicate effectively with all levels of employees and guests.
• Must be able to multitask and prioritize departmental functions.
• Maintain regular attendance in compliance with Highgate Hotel Standards.
• Maintain high standards of personal appearance and grooming with nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Must be able to handle problems, anticipate, prevent, identify and solve problems as necessary.
• Must be able to understand and evaluate complex information from various sources to meet objectives.
• Must maintain confidentiality of information.

Responsibilities

• Assist the Director and Assistant Director of Front Office with managing the Front Office operation; in addition to providing support to other departments in the hotel (F&B, Housekeeping and Engineering).
• Provide strong lobby presence to assist front desk agents and guest.
• Provide all aspects of shift coverage in F&B operations as needed.
• Balance the hotel room type inventory.
• Ensure all areas of the lobby, Mezzanine level and F&B operations are functioning to Paramount 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 program.
• Handle 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 shift.
• Manage Employee Payroll, track attendance ADP, time edits, and conduct call-arounds for OT as needed.
• Coach, train, counsel hourly associates and administer discipline as needed.
• Perform 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.

Skills

Supervisory experience

Windows proficiency

Multitasking

Communication skills

Attendance reliability

Customer service orientation

Shift coordination

ADP payroll familiarity

Tools

ADP

Job description

Highgate Hotels is seeking an Operations Manager for the Residence Inn Ontario in Ontario, CA to lead hotel operations and improve productivity. You will support Front Office, F&B, Housekeeping and Engineering teams while maintaining Paramount standards.

You must have 5+ years in hotel management or equivalent, supervisory experience, and strong Windows/spreadsheet skills. The role requires long hours, excellent communication, multitasking, and reliable attendance.