Operations Manager

Primary Objective of Position

The Operations Manager is responsible for planning and directing operations to improve productivity and efficiency in the Front Office and Housekeeping Department.

Duties

• Assist within the Rooms Division with managing the Front Office and Housekeeping operations.
• Provide strong lobby presence to assist front desk agents and guests.
• Provide all aspects of shift coverage in the Front Office and Housekeeping operations as needed.
• Monitors the pre-arrival planning process to deliver against guest preferences effectively, maximize the use of room inventories, and drive incremental revenue.
• Understands brand standards and operation requirements for performance in each discipline area.
• Coordinates labor scheduling and leads shifts across each discipline area depending on property needs.
• Directs and works with Team members to carry out guest arrival and departure procedures.
• Ensure Front Office and Housekeeping are functioning to Hyatt standards (i.e., cleanliness, guest only in authorized areas, bathroom cleanliness, outdoor cleanliness and conditions, elevator cleanliness and functionality, and Signage standards).
• Handle guests' special requests and customer complaints during shift.
• Perform all other front desk duties and responsibilities.
• Investigate and handle complaints, disturbances, emergencies, etc., during shift.
• Manage team members' attendance calendar and time edits and conduct call-around for shifts as needed.
• Coach, train, and counsel hourly Team members and administer discipline as needed.
• Perform some Night Audit functions, able to review all Night Audit related procedures, and able to produce Night Audit reports.
• Attend and contribute to periodic meetings to maintain favorable working relationships among employees and promote maximum morale, productivity, and efficiency.
• Attend all hotel-required meetings and training.
• Any other duties as assigned by the General Manager.

Teamwork Skills:

• Be an enthusiastic, helpful, and positive member and leader of the team.
• Be professional, responsible, and mature in conduct and behavior.
• Be understanding of, encouraging, and friendly with all co-workers.
• Be self-motivated and use time wisely.
• Maintain an open line of communication with each department.
• Communicate pertinent information.
• Respond positively to new ideas.
• Openly accept critical/developmental feedback.
• Report to work on time.
• Maintain effective communication through the use of meetings and memorandums.
• Be available to help all departments in emergencies.
• Perform other assignments as directed by the corporate office.
• Adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the Team member handbook.

Specific Job Knowledge, Skills, and Abilities

• The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that they can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:
• Must speak, read, write, and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Must be able to effectively communicate verbally and written with all levels 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.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Most tasks are performed in a team environment with the Team member acting as a team leader. There is minimal direct supervision.
• Desire to participate as a part of a team.
• Must be able to write reports, business correspondence, and procedural manuals.
• Must effectively present information and respond to questions from groups to managers, clients, customers, and ownership.
• Must be proficient in MS Word, Microsoft Excel, and other applicable computer systems. 
• Must be able to define problems, collect data, establish facts, and draw valid conclusions.
• Extensive knowledge of the hotel, its services, and its facilities.
• Ability to maintain compliance with all local, state, and federal laws and regulations.

Qualifications

High school or equivalent education required. An Associate's or Bachelor's Degree in a related area is preferred but not required. Minimum of three to five years of related experience, including at least two years of supervisory experience.

The anticipated compensation range for the position for applicants working in NYC is $65k-70k annually. The annual salary offered to a successful candidate will depend on several factors, including but not limited to years of experience within the job, years of experience within the required industry, education, etc.