Front Desk Manager

Compensation Type

Highgate Hotels

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Location

Hyatt Regency Times Square is perfectly located in the heart of Times Square excitement, situated directly on Broadway between 48th and 49th Streets. This iconic, ultra-modern, full-service hotel is surrounded by Broadway theaters and close to world-famous shopping and sightseeing. The hotel has 795 modern, newly renovated guestrooms.

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

Benefits

We are pleased to offer a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.

• Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave (provided in accordance with applicable law)
• Employee assistance program (EAP)
• Educational opportunities / Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

For Employees Based in Washington:

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service
• Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.

For Employees Based in Colorado:

• 8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year
• Up to 20 days of paid vacation per year, based on classification and length of service
• 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.

For Employees Based in California:

• 8 paid holidays per year
• Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.
• Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.

Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement (“CBA”). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.

Posting Date

This job opening was posted on 9/3/26 and will remain open for at least 75 days.