Operations Manager

JOB OVERVIEW

Assist in managing day-to-day hotel operations driven by our Guiding Principles: Associate Engagement, Presentation of our Hotels, Driving Guest Loyalty, Ensuring Financial Success, and Community and Global Focus. Works closely with General Manager in overseeing hotel operations, including creating and maintaining a unique guest experience, executing on brand standards with guest relations, front desk, housekeeping, and maintenance departments. Supervises the work of hotel department heads to include Front Desk, Housekeeping & Maintenance. Responsible for the operation of all aspects of the hotel in the absence of the General Manager.

DUTIES AND RESPONSIBILITIES

FINANCIAL:

• Assist General Manager in the development, implementation and monitoring of financial and operational plans for the hotel.
• Provide regular direction and manage hotel operations for all departments, primarily guest services, housekeeping, and maintenance.
• Monitor and report budget variances and control labor costs and other expenses.
• Foster positive owner relationships if applicable and assist in providing ongoing information and status reports.

PEOPLE:

• Manage day-to-day operational activities, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict, improve team member performance and recognize good performance.
• Educate, train and motivate hotel staff to achieve hotel revenue goals. Ensure staff has the information, market data, tools and equipment to successfully carry out job duties.
• Oversee the day-to-day operations and assignments of the hotel staff; assist the General Manager in the development and communication of departmental strategies and goals. Communicate and enforce policies and procedures.
• Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.

GUEST EXPERIENCE:

• Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
• Review guest feedback and implement strategies for continuous improvement.
• Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIPs, large groups and other key guests.
• Lead efforts to upsell guests on hotel services, offerings and amenities.

OPERATIONS – Functions as an administrative link between and among departments.

• Housekeeping - Oversees Supervisors & Inspectors. Does random room inspections to ensure QA readiness. Ensures room Standards are being kept up along with Public areas. Stays on top of inventories and PAR levels for Housekeeping & Room Supplies. Does inspections when house counts are low and payroll is monitored. Is in charge of submitting Housekeeping Minutes to payroll on a weekly basis and is monitoring them to ensure we are staying within the CPOR. Ensures Hotel Culture is being implemented in Housekeeping with our GP`s. Monitors the budget and directs corrective action as necessary to assure that CPOR goals are attained. Coordinates training programs.
• Receives, investigates, and acts upon complaints from guests and employees. Assures that the hotel’s preventive maintenance and Light Stay programs are in use. Participates in on-going facility inspections throughout the hotel to assure that cleanliness, safety, and other standards are consistently. Performs other duties as assigned such as HR responsibilities & On Boarding of Employees. Banking & Cash handling deliverables.
• Oversees Front Desk and assists with FOM. Responsible in helping GSA achieve and reach Hotel Goals of GSS Scores and maintaining them. Implements policies & procedures set forth from GM & Brand Standards. Keep up with all required Hilton Training & OnQ Training.
• Becomes knowledgeable with MOD shifts, especially in the F&B department. Be ready willing and able to step in and act as a second hand in the event F&B becomes short staffed and or busy.
• Oversee Guest Assistance cases and stays on top of Salt reviews so not to go into overdue status. Works with GSA in Problem Resolution and achieve required GSS scores. Oversees all Front Office duties including Tax Exempts, Adjustments, Gift Certificates, and Accounts Receivable & Billing. Incorporates Drawer checks to ensure safe cash handling procedures are in place. Oversees Front Office supplies and Corner Pantry orders and monthly inventories. Oversees Schedules and call offs and assists with busy check-ins.

RESPONSIBLE BUSINESS:

• Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel’s or owner’s policies and procedures and regulatory requirements. Maintain relations with outside contacts.
• Comply with federal, state and local laws regarding health, safety and alcohol services.
• Maintain a focus and commitment to operating a “green” hotel.
• Perform other duties as assigned. May also serve as manager on duty.

ACCOUNTABILITY

• This job is the second in command to the General. Typically responsible for managing day-to-day operations of the hotel.
• Candidate must be ready to work on weekends and flexible shifts, depending on the business needs.
• The operations manager works between all departments of the hotel as per business needs.

Who We Are

We are a company with a reputation of providing our guests with genuine hospitality and a commitment to service that exceeds their expectations. We strive to treat our Team Members fairly; to be great brand partners; to be committed and involved in the community we serve; and to be leaders in the hospitality industry. We are committed to superior quality and service. As a growing organization, our passion is serving guests and providing an unforgettable experience. We create loyal relationships by delivering what was promised as piloted by our Guiding Principles – Associate Engagement, Presentation of our Hotel, Driving Guest Loyalty, Community and Global Focus, and Ensuring Financial Success.

We are an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Pay Disclaimer:

The base pay range represents the low and high end of the pay range. Actual rate will vary depending on many factors such as skills, experience, certifications, and performance to name a few. The rate listed is just one component of the total compensation package for associates. Other rewards may include bonuses, paid time off, a competitive 401K plan with matching, hotel discounts, medical, dental, vision, growth opportunities, and more!

Job Type: Full-time

Pay: $56,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Ability to Relocate:

• Buffalo, NY 14226: Relocate before starting work (Required)

Work Location: In person