Operations Manager
Position:
Operations Manager
Reports to:
Director of Operations
Responsibilities:
- Provide direct operational oversight, support and supervision to all assigned residential properties in a 24/7 environment with the combined goal of delivering exceptional service and promoting a company culture based on kindness, empathy and respect.
- Assist in managing, guiding and directing all assigned Highbridge personnel
- Positively address and resolve all staff and client issues, document infractions as necessary
- Ensure proper staffing at all properties and assist with backfilling call offs
- Assist in developing client relationships and providing/maintaining direct communication
- Responsible for ensuring all written site-specific operational protocols are updated and accurate
- Promote company standards, policies, procedures and client guidelines
- Work to identify areas of process improvement, and corresponding solutions to improve efficiency and consistency
- Review all staff reports for content, completion and consistency
- Actively participate in recruiting, interviewing and training concierge staff
- Oversee all on-site training and certification requirements, modify and enhance existing material as needed
- Responsible for assisting with all weekly work schedules, focusing on maximizing staff utilization and limiting unbilled overtime
- Additional duties as required
Requirements:
- College degree and customer service/hospitality experience required
- Desire to grow, learn and think in a professional service environment
- Maintain a flexible schedule to allow for responding to client site emergencies, open shifts and off-hours staff inspections while recognizing the need for a work/life balance
- Ability to handle on-call responsibility
- Possess a kind demeanor and sense of humor
- Attention to detail
- Open to technology solutions
- Enjoy problem solving, and delighting concierge staff, clients and residents