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Operations Manager

posted October 3, 2017

Candlewood Suites Rogers/Bentonville
Rogers, AR
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The Candlewood Suites in Rogers is looking for a motivated and driven Operations Manager to join our Team!
515813 l

About This Job

POSITION PURPOSE:

Responsible for the day-to-day operations of the property.

Oversees and directs the operations of the Front Office, Housekeeping and Laundry including motivation and training.  Demonstrates leadership through enforcement of standards including property and corporate key values. Personifies the example for the staff and other managers. Always considers financial components of operations and appropriately matches up direction with guest satisfaction. Resolves problems arising from guests' complaints, reservation and room assignment activities, and unusual requests and inquiries and ensures the cleanliness and adherence to Brand Standards in all Guest Rooms by performing the following duties.

ESSENTIAL FUNCTIONS:

Assign duties and shifts to workers and observes performances to ensure adherence to hotel policies and established operating procedures.

Schedules staff according to labor standards and forecasted occupancy.

Ensure a two week formal training program is conducted with instruction, roll-play and OTJ of the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.

 

Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees with guidance from General Manager.

Foster and promote a cooperative working climate, maximizing productivity and employee morale.  Coordinate Team Building events/activities.

Conduct pre-shift meeting with staff and review all information pertinent to the day's business. Inspect grooming and attire of staff; rectify any deficiencies. Constantly monitor staff performance in all phases of service and job functions.; rectify any deficiencies with respective personnel to include Housekeeping/Laundry, Guest Services Agents and Night Audit.

Monitor the staffs' interaction with guests, ensuring prompt and Excellent service; resolve discrepancies with respective personnel.

Prepare or delegate and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.  May be required at any time to assume the job duties of the Front Desk Clerk or any other position which is directly supervised by this position.

Assigns Housekeeping workers their duties, and inspects work for conformance to prescribed standards of cleanliness.

Work closely with Inspectress to ensure accurate status of each room and readiness of rooms for check-in.  Inspect rooms when no Inspectress is on duty and as needed.

Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

Maintain positive guest relations at all times and resolve guest complaints, ensuring guest satisfaction.

Maintain complete knowledge at all times of:

  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments and location.
  • All room rates, special packages and promotions.
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations and times.
  • All hotel and departmental policies and procedures.
  • Staffing levels and needs.

Confer and cooperate with other department heads to ensure coordination of groups/meeting/activities.

Administer inventories of linen, supplies and equipment as required in order to replenish shortages or additional items needed for the anticipated business.

Answer inquiries pertaining to hotel policies and services.

Receive and process advance registration payments. Review previous night's no-shows, verify and ensure billing of such.

Review the daily sales reports and business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

Ensure credit check and room rate discrepancies are checked daily, with appropriate follow-up completed.

Send out e-mails of welcome and thank you e-mails after guests check out.

Ensure all newly registered guests are contacted 30 minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Ensure documentation each call according to procedures.

Ensure that all staff are knowledgeable of current information on rates, packages and promotions.

Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.  Assist staff with their job functions to ensure optimum service to guests.

Ensure that during shoulder periods when payrolls and expenses must be flexed, the guest experience is never compromised.

Monitor revenues derived from rooms, telephone and market and report to GM if discrepancies are found and result of research into discrepancies. Track actuals against budget.

Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.

Enforces standard procedures for the acceptance, security, and return on customer lost and found items.

Maintains productivity and labor cost goals.

Ensure the confidentiality of all sensitive information handled or discussed.

 

SUPERVISORY RESPONSIBILITIES:

Directly supervises up to 20 employees in the Front Office and Housekeeping. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to walk, sit, and reach with hands and arms.

The employee must frequently lift and/or move up to 50 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

QUALIFICATION STANDARDS:

Education:

Bachelor's degree (B. A.) from four year college or university; or equivalent combination of education and experience.

Essential:

One to two years related experience and/or training.

Fluency in English, both verbal and non-verbal.

This job description is not an exclusive or exhaustive list of all job functions that an associate in this position may be asked to perform from time to time.

Compensation: Salary with Bonus Potential and Benefits

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About This Employer

Candlewood Suites Rogers/Bentonville

4601 West Rozell

Rogers, AR 72757

Telephone (479) 636-2783

130 Room All Suite

www.ihg.com

Our Hotel

Welcome to the NEWLY RENOVATED Candlewood Suites Rogers/Bentonville, winner of the 2015 Certificate of Excellence by TripAdvisor! We are situated off I-49 at exit 85 and located within a couple of miles of the Bentonville Walmart Home Office and Vendor Offices as well as within walking distance of 20 Restaurants and Shopping. Our All-Suite property has Complimentary Wi-Fi throughout the hotel and guest suites with fully stocked kitchens, upgraded bedding and a large workspace for your business needs. The meeting room (1200sq.) is ideal for meetings up to 80 people and our Business Center is open 24/7.

From our property, travelers enjoy a short commute to company headquarters and offices with Walmart, Tyson, JB Hunt, Cognizant, IBM, InfoSys, TATA Consultancy, UST Global, and AT&T. The NW Arkansas Regional Airport (XNA) is located just 13 miles from Candlewood Suites and we are located within minutes of attractions such as the Pinnacle Hills Promenade, Walmart Visitor Center, Crystal Bridges Museum of American Art, Daisy BB Gun Museum, & events like the Walmart Shareholders Convention, Poultry Festival, LPGA Tour, War Eagle Craft Fairs, Razorback Football Games, and Bikes Blues & BBQ.

At the Candlewood Suites Rogers/Bentonville, guests enjoy all the comforts of home including: Complimentary Laundry Facilities, Extensive Fitness Center, Heated Indoor Pool, our Lending Locker and the Candlewood Cupboard, which offers groceries and snacks 24/7.

 

HVMG participates in the E-Verify program in certain locations, as required by law.