Operations Manager

About This Role

This management role supports all operations across the hotel's departments, including Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance. It involves leading staff, improving guest and employee satisfaction, and maximizing financial performance while ensuring standards and procedures are followed. The position suits an achiever who is passionate about delivering an exceptional guest experience and enjoys being part of an ambitious team committed to continuous improvement.

Responsibilities

• Ensure goals are translated to the team regarding guest tracking and productivity
• Create and nurture a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement, and a passion for providing service
• Understand employee and guest satisfaction results and develop game plans to address needs and expand on strengths
• Ensure the team has the capabilities to meet expectations
• Lead by example, demonstrating self-confidence, energy, and enthusiasm
• Assist employees in understanding and exceeding guests
• Follow property-specific second effort and recovery plan
• Publish all guest satisfaction results in a timely fashion, including all guest satisfaction forms, comment cards, and guest letters
• Take proactive approaches when dealing with employee concerns
• Extend professionalism and courtesy to employees at all times
• Communicate and update all goals and results with employees
• Meet semi-annually with staff on a one-to-one basis
• Assist and teach the team scheduling against guest and hours/occupied room goals
• Perform hourly job functions as needed
• Provide excellent customer service by being readily available and approachable for all guests
• Take proactive approaches when dealing with guest concerns
• Extend professionalism and courtesy to guests at all times
• Respond timely to customer service department requests
• Ensure all team members meet or exceed all hospitality requirements
• Assist in performing required annual Quality audit with GM & RD
• Ensure a viable key control program is in place
• Review 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
• Interview and assist in making hiring decisions
• Receive hiring recommendations from team supervisors
• Ensure orientations for new team members are thorough and completed in a timely fashion

Requirements

• High school diploma or GED and 4 years of experience in guest services, front desk, housekeeping, or a related professional area