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Regional Operations Manager - Highgate Homes

Company: TRU by Hilton Orlando Convention Center
Location: Winter Park
Posted on: March 18, 2023

Job Description:

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in major U.S. gateway cities including New York, Boston, Miami, San Francisco and Honolulu, with a growing Caribbean and Latin America footprint. The hospitality forward company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate has a proven record of developing its diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts with 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 consisting of some of the most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in New York, Chicago, Dallas, London, Miami, and Seattle. www.highgate.com .


The Operations Manager is responsible for planning and directing operations to improve productivity and efficiency of all homes in declared market. This position will be based in the Orlando, Florida area.


- Oversee operations in the local market managing a specific portfolio of properties
- Lead housekeeping vendors, maintenance vendors and provide quality assurance feedback to aforementioned vendors
- Provide strong service presence to assist guests
- Balance inventory for all homes within operating region
- Ensure all areas of the homes are functioning to Paramount standards (e.g. cleanliness, bathroom cleanliness, outdoor cleanliness and conditions, elevator cleanliness and functionality, Signage standards)
- Handle guest's special requests and customer complaints during shift.
- Investigate and handle complaints, disturbances, emergencies, etc. during shift
- Coach, train, counsel hourly associates and administer discipline as needed
- 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 required meetings and trainings.
- Develop and grow a relationship with our ownership partner Overmoon by proactively communicating and becoming the subject matter expert of those properties ensuring they are clean, maintained and well cared for.
- Meet and maintain Highgate standards along with the standards of our partner Overmoon.
- Manage a budget for your portfolio adhering to set annual costs, with the ability to perform a cost-benefit analysis
- Support your team with escalated guest concerns by responding to emails, calls and tickets
- Ability to perform light home maintenance (light bulbs, fix door hinges, unclog a toilet, etc)
- Establish and maintain open, collaborative relationships with fellow regional team members and upper management team
- Provide cross-coverage for your manager and Co-LOM(s) when necessary
- Conduct regular detailed inspections prior to guest and owner arrivals
- Occasional need to perform housekeeping and maintenance duties

Keywords: TRU by Hilton Orlando Convention Center, Orlando , Regional Operations Manager - Highgate Homes, Executive , Winter Park, Florida

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