Hotel Operations Manager – Front Office & Rooms

Highgate; Key West (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Highgate Hotels in Key West seeks an Operations Manager to plan and direct hotel operations, driving productivity and efficiency for a boutique property. You will assist Front Office leadership, oversee F&B and housekeeping support, and ensure smooth daily operations align with Highgate standards.

The role requires 5+ years in hotels with supervisory experience, proficiency in Windows and office tools, and a strong guest-service mindset in a fast-paced resort setting.

Qualifications

• Minimum 5 years progressive hotel experience or applicable degree with requisite years.
• Supervisory experience required.
• Proficiency in Windows, spreadsheets, and word processing.

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 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

Multitasking

Communication skills

Customer service

Education

5 years progressive hotel experience or 2-year degree with 3 years experience

4-year degree with 1 year experience

Tools

Windows

Spreadsheets

Word processing

Job description

Highgate Hotels in Key West seeks an Operations Manager to plan and direct hotel operations, driving productivity and efficiency for a boutique property. You will assist Front Office leadership, oversee F&B and housekeeping support, and ensure smooth daily operations align with Highgate standards.

The role requires 5+ years in hotels with supervisory experience, proficiency in Windows and office tools, and a strong guest-service mindset in a fast-paced resort setting.