Operations Manager

About Us

HEI Hotels & Resorts is proud to welcome the Courtyard New York Manhattan Fifth Avenue to our growing portfolio of distinguished properties.

Located in the heart of Midtown, the Courtyard is perfectly situated to visit iconic destinations including Rockefeller Center, Times Square, and the Theatre District.

At HEI, we understand that exceptional hotels are built by exceptional people.

Our continued success is driven by our associates - the heart of every guest experience.

Where people choose to work matters.

In return for that choice, we are committed to providing competitive compensation and benefits, industry-leading tools and training, and a culture that empowers growth and excellence.

Simply put, we honor the privilege of our associates choosing HEI by investing in them - ensuring they thrive, grow, and elevate every property we serve.

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information.

You may be the perfect candidate for this or for other roles within our organization!

We value U.S.

military experience and invite all qualified military candidates to apply.

Overview

The Operations Manager is responsible for ensuring all guest service standards are met in accordance with client/guest expectations and HEI Standards of Product and Service.

Job Responsibilities:


* Ensure each department is working efficiently while ensuring brand standards are being met.


* Oversees staff by conducting daily and monthly meetings, inspecting staff work and giving guidance so that deficiencies are corrected, and standards are met.


* Assist department managers to interview, hire, and train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline when appropriate.


* Assist department managers to arrange staff work schedules and submit payroll records, correcting errors to ensure pay is on time.


* Assist department managers to implement company and franchise programs.


* Track guest satisfaction surveys and maximize usage of the guest response tracking system.


* Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.


* Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.


* Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.


* Assist in recording product inventories.


* Communicate both verbally and in writing to provide clear direction to staff.


* Comply with attend...