Operations Manager

JOB SUMMARY

Responsible for assisting in successfully executing all operations in the hotel Operations departments (may include Front Office, Business Center, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance) and managing staff. Strives to continually improve guest and curator satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leads specific team while assisting with meeting or exceeding property goals.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, housekeeping, or related professional area.

CORE WORK ACTIVITIES

Leading Operations Team

• Ensures that goals are being translated to the team as they relate to guest tracking and productivity.

• Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

• Understands curator and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.

• Ensures that the team has the capabilities to meet expectations.

• Leads by example demonstrating self-confidence, energy and enthusiasm.

• Assists curators in understanding guests’ ever-changing needs and expectations, and exceeding them.

Managing Property Operations Function(s) 

• Follows property specific second effort and recovery plan.

• Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.

• Takes proactive approaches when dealing with curator concerns.

• Extends professionalism and courtesy to curators at all times.

• Communicates/updates all goals and results with curators.

• Meets semiannually with staff on a one-to-one basis.

• Assists/teaches the team scheduling against guest and hours/occupied room goals.

• Demonstrated expertise and hands-on experience with FOSSE PMS required.

• Performs hourly job functions as needed.

Managing and Monitoring Activities that Affect the Guest Experience

• Provides excellent customer service by being readily available/approachable for all guests.

• Takes proactive approaches when dealing with guest concerns.

• Extends professionalism and courtesy to guests at all times.

• Responds timely to customer service department request.

• Ensures all team members meet or exceed all hospitality requirements.

Managing Profitability

• Assists in performing required annual Quality audit with GM & AGM.

• Ensures a viable key control program is in place.

• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Conducting Human Resources Activities

• Interviews and assists in making hiring decisions.

• Receives hiring recommendations from team supervisors.

• Ensures orientations for new team members are thorough and completed in a timely fashion.