Operations Manager

About This Role

Managing staff and supporting the successful execution of all operations in the hotel's operations departments is the core of this role. The Operations Manager strives to continually improve guest and employee satisfaction and maximize the financial performance of the department, ensuring that standards and procedures are being followed and leading specific teams while assisting with meeting or exceeding property goals.

Responsibilities

• Ensure that goals are being translated to the team as they relate to guest tracking and productivity
• Understand employee and guest satisfaction results and communicate game plans to address need areas and expand on the strengths
• Assist in ensuring that the team has the capabilities to meet expectations
• Lead by example demonstrating self-confidence, energy and enthusiasm
• Assist employees in understanding guests' ever-changing needs and expectations, and exceeding them
• 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/update all goals and results with employees
• Meet semiannually with staff on a one-to-one basis
• Assist/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/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 request
• 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
• Understand financial statements, sales and activity reports, and other performance data
• 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; 4 years experience in the guest services, front desk, housekeeping, or related professional area
• OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the guest services, front desk, housekeeping, or related professional area