Senior Hospitality Operations Lead

Highgate; Key West (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

Highgate Hotels in Key West seeks an Operations Manager to lead front-office operations and coordinate with F&B, Housekeeping, and Engineering. You will drive productivity, staffing, and guest satisfaction while ensuring standards and reporting.

This role requires strong supervisory skills, multi-department collaboration, and a commitment to excellent service. The ideal candidate has extensive hotel operations experience, the ability to manage payroll, and the stamina for long shifts.

Qualifications

• 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.
• Must be able 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; 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

Multitasking

Guest service

Administrative skills

Communication

Education

2-year college degree

4-year degree

Tools

Windows

Spreadsheets

Word processing

Job description

Highgate Hotels in Key West seeks an Operations Manager to lead front-office operations and coordinate with F&B, Housekeeping, and Engineering. You will drive productivity, staffing, and guest satisfaction while ensuring standards and reporting.

This role requires strong supervisory skills, multi-department collaboration, and a commitment to excellent service. The ideal candidate has extensive hotel operations experience, the ability to manage payroll, and the stamina for long shifts.