About This Role
This management role functions as the strategic business leader for property operations, acting as the General Manager in their absence. It involves overseeing various departments such as Front Office, Retail/Gift Shops, Recreation/Fitness Center, Housekeeping, Security/Loss Prevention, Engineering/Maintenance, Food and Beverage/Culinary, and Event Management. The position focuses on developing and implementing operational strategies, ensuring brand service strategy and initiatives are met, satisfying customer needs and employees, growing revenues, and maximizing financial performance.
Responsibilities
- Keep the operations team focused on critical components to drive guest satisfaction and financial results
- Ensure all operational areas provide an atmosphere conducive to the overall guest experience
- Review financial reports and statements to assess operational performance against budget
- Ensure capital expenditure funds are used to address priorities outlined in the service strategy
- Work with direct reports to identify areas of concern and establish ways to improve departmental financial performance
- Strive to maintain profit margins without compromising guest or employee satisfaction
- Identify and analyze operational challenges and facilitate the development of solutions to prevent reoccurrence
- Coach and support the operations team to effectively manage occupancy & rate, wages, and controllable expenses
- Review the Wage Progress Report and compare budgeted wages to actual wages, coaching direct reports to address problem areas and holding the team accountable for results
- Develop an operational strategy aligned with the brand’s business strategy and lead its execution
- Make and execute key decisions to keep the property moving towards achievement of goals
- Strive to improve service performance
- Communicate a clear and consistent message regarding operational goals to produce desired results continuously
- Ensure brand and regional business initiatives are implemented and communicate follow-up actions to the team as necessary
- Ensure core elements of the service strategy are in place to produce the desired results
- Tour the building regularly, speaking with employees and guests to understand business needs and assess operational opportunities
- Establish a vision for product and service delivery on property
- Champion the brand’s service vision for product and service delivery and ensure alignment amongst the property leadership team
- Ensure employees are treated fairly and equitably
- Observe service behaviors of employees and provide feedback to individuals and/or managers
- Hire operations management team members who demonstrate strong functional expertise, creativity, and entrepreneurial leadership to meet business needs
