Hotel Operations Manager – Front Office & Guest Services

Highgate; Northern (KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Highgate Hotels is seeking an Operations Manager for our Key West property. The role oversees front office operations and collaborates with F&B, Housekeeping, and Engineering to drive productivity and guest satisfaction.

The ideal candidate has supervisory experience, strong communication, and the ability to multitask in a fast-paced hotel environment. This on-site position requires long hours and a commitment to service excellence.

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; or a 4-year degree and a minimum of 1 year of progressive experience.
• Previous supervisory responsibilities
• Proficient in Windows, company-approved spreadsheets and word processing
• Long hours sometimes required
• Able to lift and move objects up to 10 pounds occasionally

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 guests
• Provide all aspects of shift coverage in F&B operations as needed
• Balance the hotel room type inventory
• Ensure areas of the lobby, Mezzanine and F&B operations meet standards
• Monitor and action upsell program
• Handle guest requests and complaints during shift
• Perform all other front desk duties and responsibilities
• Investigate and handle complaints during shift
• Manage Employee Payroll, attendance, ADP, time edits, OT calls
• Coach, train, counsel hourly associates and administer discipline
• Perform some Night Audit functions and produce related reports
• Prepare, copy, and distribute reports
• Attend all required meetings and trainings
• Participate in MOD coverage as required

Skills

Supervisory experience

Strong communication

Multitasking

Service orientation

Education

2-year college degree

4-year degree

Tools

Windows

Spreadsheets (Excel)

Word processing

Job description

Highgate Hotels is seeking an Operations Manager for our Key West property. The role oversees front office operations and collaborates with F&B, Housekeeping, and Engineering to drive productivity and guest satisfaction.

The ideal candidate has supervisory experience, strong communication, and the ability to multitask in a fast-paced hotel environment. This on-site position requires long hours and a commitment to service excellence.