Overview:
Summary:
It is the responsibility of the Hotel Operations Manager to monitor and guide operating departments of the Hotel Division ensuring the highest level of guest satisfaction.
Responsibilities:
Essential Duties and Responsibilities:
- Forecast and project rooms rented to attain the maximum revenue and occupancy possible for the Hotel. Report daily, monthly and yearly hotel occupancy statistics.
- Responsible for overseeing the coordination of group sales and bus patrons.
- Monitors competitive set in the local market.
- Maintain productivity within the department with effective scheduling and staffing levels.
- Review operating expenses and revenue in all Hotel departments.
- Oversee the instruction and training of supervisors in procedures and methods to follow in customer relations and general efficiency within their departments.
- Provide department heads with guidelines in handling customer complaints and problems with tact, fairness and sound business judgment. Allow them the authority to act on their decisions.
- Monitor team members within the department as they pertain to such items as purchase requisitions, inventory control, departmental procedures and customer relations.
- Ensure that departmental rules and manuals are maintained and used in conjunction with continuous training for all team members.
- Conduct regular staff meetings to exchange ideas, communicate and discuss problems and possible solutions. Appraise performance of supervisors.
- Communicate with other department managers to provide smooth working relations between departments.
- Ensure cleanliness and standards are being maintained in all public areas, guest rooms and corridors.
- Review departmental goals of responsible areas and ensure they are completed in a timely manner.
- Implement and monitor guest service standards and customer service survey results.
- Provide info to call center on upcoming events and promotions.
- Work closely with Food and Beverage/Banquets for group sales.
- Performs other duties and responsibilities as requested.
Qualifications:
- Able to maintain high standards despite pressing deadlines; establish high standards and measures; do work right the first time and inspect material for flaws; test new methods thoroughly; reinforce excellence as a fundamental priority.
- Must be able to maneuver within all areas of the Hotel, Casino, and Retail Areas.
- Must be able to work independently.
- Must be able to respond calmly and make rational decisions when handling guest and employee conflicts. Must be able to deal effectively with diverse departments and have flexibility to work in an ever-changing work environment.
