Operations Manager

Highgate is a distinguished real estate investment and hospitality management company with a robust presence in the industry, boasting over $15 billion in assets under management. The company’s global portfolio includes more than 400 hotels across North America, Europe, the Caribbean, and Latin America. With over 30 years of experience as an innovator in hospitality, Highgate offers expert guidance through every phase of the property lifecycle, ranging from initial planning and development to recapitalization or disposition. The firm's portfolio features a diverse mix of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, all infused with contemporary programming and a strong digital focus. Highgate leverages advanced revenue management tools that effectively analyze and predict market dynamics, driving superior performance and maximizing asset value. Supported by an executive team composed of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. For further information, visit www.highgate.com.

The Residence Inn Franklin, located at 4 Forge Parkway, Franklin, Massachusetts, is seeking an experienced Operations Manager to join their team. The Operations Manager plays a crucial role in planning and directing daily operations to improve productivity and efficiency within the hotel. This full-time position offers the opportunity to work in a dynamic hospitality environment under the esteemed Highgate brand.

The Operations Manager will assist the Director and Assistant Director of Front Office in managing front office operations, while also providing cross-departmental support to Food & Beverage, Housekeeping, and Engineering teams. They will maintain a strong lobby presence to support front desk agents and guests, ensuring all operations within the lobby, mezzanine, and food and beverage areas meet Paramount standards regarding cleanliness, security, and guest services. The role involves balancing hotel room inventory, monitoring upsell programs, responding to guests’ special requests and complaints, and ensuring efficient shift coverage across departments as needed. Additionally, this role requires managing employee payroll, tracking attendance, conducting overtime call-arounds, and performing coaching, training, and disciplinary actions for hourly associates.

The Operations Manager is also responsible for performing some Night Audit functions, preparing and distributing operational reports, and participating in meetings to foster favorable working relationships and promote morale, productivity, and efficiency among staff. Given the complexities of the position, it requires someone capable of multitasking, prioritizing functions effectively, and communicating efficiently at all levels from employees to guests. Candidates must be committed to maintaining high standards of personal appearance, adhering to Highgate hotel standards and regulations, and handling all challenges with professionalism and discretion. This role demands long hours at times, a proactive approach to problem-solving, and the ability to handle confidential information responsibly. Overall, this is a vital leadership position ensuring the seamless operation of the Residence Inn Franklin, contributing to the overall guest experience and organizational success.