Operations Manager

What you will be doing

• We are currently seeking an experienced, enthusiastic, customer-oriented Operations Manager to manage our front office department.
• The Operations Manager position will supervise the front desk staff to ensure that they are adhering to all hotel policies, procedures, regulations and standards, while striving towards total guest satisfaction.  You will perform front desk clerk and cashier responsibilities and duties when assigned. Assist the General Manager in all areas to ensure a correct and smoothly-operating department.
• Hilton Garden Inn experience preferred.

Job description of duties

• Responsible for the efficient and professional running of the front desk including relationships with other departments
• Responsible for overseeing restaurant and managing inventory. 
• Ensure smooth check-in and check-out experiences of all guests, through properly handling guest accounts
• Deal with any guest requests and problems and satisfy their needs within acceptable guidelines
• Be prepared to perform all front desk functions, including switchboard, business center and guest relations
• Lead by example: Provide a gracious and aggressive hospitality towards all customers
• Be highly familiar and adhere to all policies, procedures and standards - Assist all associates with questions, problems which might occur
• During peak hours, be at the front desk to ensure efficient and smooth service is provided to all customers
• Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel
• Perform guest registration and room assignment and accommodate special requests of all customers
• Ensure that all guest problems are resolved by using the "Guest Complaint Form" procedures; At all times strive to represent Hilton Garden Inn in the most professional manner
• Be disciplined at all times, stand alert and tall at the front desk, greet guests immediately and offer assistance before the Guest needs to ask
• Take inventory of The Market on a daily basis and stock it as necessary
• Responsible for monitoring all cash drops and transactions on shifts

Qualifications

• Previous Hilton Garden Inn and/or supervisory experience a plus
• Computer skills - intermediate level
• Ability to multi-task and resolve guest issues
• Able to direct and lead a team to deliver first class service
• Must be flexible to work all shifts and must be available holidays and weekends