Operations Manager

Summary:

Responsible for assisting the General Manager in directing and overseeing all operational activities and departments in the hotel to maximize revenue and deliver a positive experience and exceptional customer service for the guests.

Essential Duties and Responsibilities:

• Provide exceptional customer service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving team and brand goals.

• Perform quality assurance (QA) requirements for department.
• Ensures that all policies, procedures, federal, state and local ordinances with regard to personnel, security, cash handling, guest relations and safety are followed.
• Assists the General Manager in directing and overseeing all operational activities and departments in the hotel to maximize revenue and deliver a positive experience and exceptional customer service for the guests.

• Basic knowledge of how to solve Front Office equipment problems and/or who to contact for resolutions.  Ability to perform all Front Office duties.
• Receives, records, and acts on guest complaints and grievances, as well as compliments and commendations.
• Handle disputed charges by guests courteously following proper procedures.
• Set clear expectations for team members; post and update.
• Maintain complete working knowledge of Front Desk/Night Audit procedures and provide training to employees as needed.
• Maintain complete knowledge of hotel systems and operations.
• Hire, train and develop Front Desk and Breakfast team members with the assistance of the General Manager.
• Ensure orientation for new team members is thorough and completed in a timely fashion.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
• Reconcile daily time records to determine actual hours worked differential rates and hours to be charged to another department; resolve discrepancies with respective manager.
• Keeps department overtime costs to an absolute minimum (obtains property manager approval prior to authorizing overtime). Maintains productivity and labor cost goals.
• Insure all required training is complete according to standards.
• Create a hotel environment that emphasizes motivation, empowerment, teamwork and a passion for providing exceptional service.
• Recognize good team performance on a continuous basis through reward and recognition programs.
• Audit property daily, noting positives and deficiencies. Follow-up with team to assess training requirements.
• Monitor staff performance in all phases of job functions ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel.
• Communicates, updates, and trains all department staff in the safety/security/emergency procedures of the hotel.
• Perform other duties as required.

Supportive Functions:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions:

• Participate in all mandatory job training and meetings.
• Participate in Manager on Duty program.
• Complete other duties as assigned by supervisor.
• Demonstrate positive leadership characteristics which inspire Team Members to meet and exceed standards.

Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications (Essential): 

• A college degree or equivalent education or experience is preferred.
• Two years in a related hotel position is preferred.
• Computer literate in all major Microsoft Office products and Property Management Systems (PMS).  
• Ability to communicate in English with guests/visitors/vendors and hotel staff to their understanding.
• Ability to work weekends and holidays.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to apply good judgment to carry out instructions.
• Ability to compute mathematical calculations.
• Hilton experience preferred but not required.