Overnight Operations Manager

Highgate Hotels, LP; New York (NY); On-site; USD 75,000 - 80,000; Full time

Job summary

Highgate Hotels, LP is seeking an Overnight Operations Manager in New York, NY. The role oversees Front Office operations, ensuring productivity and efficiency in a brand-new Hilton Garden Inn Times Square Central property.

The candidate will supervise front desk and F&B coverage, balance room inventory, and uphold Paramount standards across lobby and mezzanine areas. Excellent communication and multitasking are essential for guest satisfaction and team leadership.

Qualifications

• Minimum 5 years of progressive experience in a hotel or related field, or a 2-year college degree with 3+ years in a related field, or a 4-year degree with 1+ year in a related field.
• Proven supervisory responsibilities.
• Proficient in Windows, company-approved spreadsheets and word processing.
• Must communicate effectively with employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.

Responsibilities

• Assist the Director and Assistant Director of Front Office with managing the Front Office operation; support other hotel departments (F&B, Housekeeping, Engineering).
• Provide strong lobby presence to assist front desk agents and guests.
• Provide shift coverage in F&B operations as needed.
• Balance hotel room type inventory.
• Ensure lobby, mezzanine level and F&B areas meet Paramount standards (cleanliness, authorized access, bathroom and elevator upkeep).
• Monitor and action Nor 1 upsell program.
• Handle guest requests and complaints during shift.
• Perform all front desk duties as required.
• Investigate and handle complaints, disturbances, emergencies during shift.
• Manage Employee Payroll, track attendance and OT as needed.
• Coach and train hourly associates; administer discipline as needed.
• Perform some Night Audit functions and produce Night Audit reports.
• Prepare, copy and distribute reports.
• Handle special guest requests.
• Attend hotel meetings and trainings; participate in MOD coverage.

Skills

Supervisory experience

Front desk operations

Communication skills

Multitasking

Education

2-year college degree

4-year degree

Tools

Windows

Spreadsheets

Word processing

Job description

Overnight Operations Manager

Requisition ID: 2026-81111

Category: Front Office Operations

Job Location: US-NY-New York

Property: Hilton Garden Inn Times Square Central

Compensation

• Compensation Minimum: USD $75,000.00/Yr.
• Compensation Maximum: USD $80,000.00/Yr.

Compensation Type: Yearly

Company

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring 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 of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location

Hilton Garden Inn New York Times Square Central is a brand new hotel ideally located on famous 42nd Street, steps from Broadway theaters, Restaurant Row & more. The hotel offers 282 brand-new guestrooms with king or two queen beds plus modern in-room amenities.

Overview

The Operations Manager is responsible for planning and directing operations to improve productivity and efficiency.

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.

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 in a related field; or a 4-year degree and a minimum of 1 year of progressive experience in a related field.
• Previous supervisory responsibilities
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Long hours sometimes required.
• Sedentary work, exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• 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.
• 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 manager