Complex Engineering Coordinator

Hourly
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. .
The Operations Coordinator is responsible for maintaining and enhancing hotel standards, specifically relating to the Engineering Department, including daily operations management, payroll, scheduling, PM rooms coordination, and executive admin work.
Prints all required reports daily to make up room attendant assignments according to established productivity standards ensuring that all special requests are completed. Answers telephone and two-way radio monitoring and acting on each request as appropriate and dispatching appropriate personnel. Must maintain constant communication with other departments Monitor room status, out-of-order, out-of-service, discrepant, show rooms and VIP rooms filling out PM report as necessary and getting supervisor approval. Constant tours of all public spaces to ensure cleanliness and welcoming effect to guests including but not limited to lobby, downstairs entry, driveway, bar, Grind and Co, elevators, hallways and elevator landings. Manage payroll edits daily, for Housekeeping and Security, as well as weekly payroll submission.  Monitors and acts on guest traces as needed including ordering, logging, tracking and returning rental equipment. Reconciliation of purchase orders for Accounts Payable. Records housekeeping attendance daily.  Issues keys and maintains key control system. Ensure the cleanliness and maintenance of the physical property (lobby) through inspections and preventive maintenance programs with department managers. Complete maintenance requests daily for all maintenance issues reported. Log and track completion/ Inspect VIP rooms regularly (Daily) with both the Housekeeping Manager and Property Engineer. Ensure that all guests' requests are completed in a timely matter by reviewing the Hotel Expert/HotSOS/Service Order system during their shift and calling back any guests that have major issues to follow up and ensure it was resolved as well as adding the unexpected touch. Ensure overall guest satisfaction. Monitor all V.I.P.'s, special guests and requests. Ensure all security reports are well written and complete. Investigate all guest injury claims and ensure the security report accurately and state the facts. Conduct reenactments for associate injuries. Complete a nightly MOD report. Responsible for assisting the Director of Security in facilitation and management of the property's Lost and Found system via MS-Shift and other programs. Ensures that evening associates are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees. Ensures that the staff is engaging guests and achieving all of the touch points and standards of service to our guests. Coaching the ones that are not and passing information on to their direct manager for follow up. Assist in supervising and reviewing investigations on each shift. Assist in completing security's payroll edits and weekly scheduling/payroll completion. In emergency situations on the evening shift, efficiently relay all information involved to designated managers, assist outside agencies (NYPD, FDNY, FBI, etc.) and implement procedures to protect property, associates and guests. At least 2 years of relevant, progressive experience in the hospitality industry; strong guest/customer service and problem solving skills. Must be mature, poised, well-spoken, have strong writing skills, strong presence and highly organized. A college degree is preferred but not required.
Maintain a warm and friendly demeanor at all times.
Maintain lobby focus, greeting customers, doing call backs, monitoring interactions of staff. 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. Ensure that training in service standards is taking place in each department using the steps to effective training according to Highgate Hotel standards. Assist in creating a positive team-oriented environment which focuses on the guest, through employee development and motivation. Ensure that all employees receive fair and equitable treatment according to Highgate Hotel S.O.P.'s. Complete required corporate training modules, and become certified to train those as required. Ensure that all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, social media, letters and/or phone calls, are responded to in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction. Carry a cell phone at all times. Ensure consistent and constant open communication between and among all manager Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
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.
Ensure all associates are adhering to our grooming standards and wearing name tags.
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 management.
For California Applicants Only
Highgate Hotels, L.P. is an Equal Opportunity Employer and maintains the policy of recruiting and retaining the best-qualified personnel who demonstrate the ability to perform competently and work well with others. It is the policy of Highgate Hotels to provide equal employment opportunity regardless of race (including traits historically or culturally associated with race, such as hair texture and protective hairstyles), religion (including religious dress and religious grooming), color, age (40 and over), genetic information, disability (mental and physical), medical condition (as defined under state law), national origin (including language use restrictions and possession of a driver's license issued under section 12801.9 of the California Vehicle Code), ancestry, sex (including gender, gender identity, gender expression), sexual orientation, marital status, familial status, parental status, domestic partner status, citizenship status, pregnancy (including perceived pregnancy, childbirth, lactation, or pregnancy-related conditions), military caregiver status, military status, veteran status, or any other status protected by federal, state, or local law. This policy of nondiscrimination is applied to all aspects of the employment relationship. The Company complies with the Americans with Disabilities Act (ADA) and applicable state and local laws in ensuring equal opportunity and employment for qualified persons with disabilities. We also consider qualified applicants with criminal histories, consistent with legal requirements.