Operations Manager

Reports To:      General Manager

Requirements: 

• Minimum of a high school diploma. Higher level of education preferred.
• 3 years hotel maintenance or housekeeping experience with a minimum of 1 year as Head Housekeeper/Executive Housekeeper or Maintenance Supervisor.

General Responsibilities: 

• Directly supervise all maintenance, laundry and housekeeping personnel and ensure proper completion of all maintenance, laundry, and housekeeping duties.
• Direct and coordinate all the cleaning and maintenance activities of the Hotel’s facilities, including routine and deep cleaning of guestrooms, public areas, back of the house, laundry operations, routine maintenance, and preventative maintenance.
• Ensure the proper appearance of the Hotel from the entrance to the roof. Direct and coordinate the cleaning and maintenance of the parking lot and walkways, the property landscaping, service and trash areas, and the exterior of all buildings.
• Act as the Manager on Duty (MOD) when scheduled as such by the General Manager.

Primary Functions: 

Scheduling

• Schedule all housekeeping, laundry, and maintenance personnel.
• Track and maintain labor hours and labor standards for all housekeeping, laundry, and maintenance activities.
• Profit
• Effectively control and manage all housekeeping, laundry and maintenance operational expenses including labor, overtime, supplies, etc., and see and implement cost saving strategies. Monitor and control daily costs per occupied room (CPOR) for all housekeeping and maintenance activities.

Quality

• Facilities: Ensure that the hotel meets/exceeds Fine Hospitality and Brand standards.
• Guest Service: Ensure that the hotel meets/exceeds Fine Hospitality and Brand standards for guest satisfaction.

Leadership

• Leading – Motivate, coach, and train team members, set goals and hold team members accountable, and provide appropriate feedback, rewards, and recognition.
• Work Ethic – Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Fine Hospitality’s Standard Operating Procedures.

Specific Responsibilities: 

• Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the FHG Director of Operations.
• Understand and be able to use the Property Management System.
• Have a good understanding of all of hotel Standard Operating Procedures.
• Maintain proper staffing in all areas of responsibility.
• Prepare and post the housekeeping, laundry and maintenance staff work schedules in a timely fashion.
• Conduct a monthly safety meeting to ensure safety policies and procedures are
• known and followed by all associates.
• Conduct regular performance reviews of staff.
• Read front office communications logs daily.
• Monitor appearance of all housekeeping, laundry and maintenance staff, to ensure they are following company uniform policy.
• Conduct weekly departmental meetings, and individual meetings as needed.
• Supervise delegated responsibilities and follows up.
• Conduct an inventory of all housekeeping, laundry, and maintenance supplies on the last day of each accounting period.
• Order, check and maintain housekeeping, laundry, and maintenance supplies at par.
• Maintain effective lines of communication with vendors and ensure all hotel supply, repair and maintenance needs are satisfactorily met.
• Ensure all associates are trained on security and emergency procedures.
• Ensure that all property equipment is in good working condition.
• Inform the General Manager of any unique situations, or unusual developments in housekeeping, laundry, and maintenance operations.
• Handle guest complaints effectively.
• Be willing and able to work any shift and fill in when other employees are not able to work their scheduled shift.
• Complete weekly schedule for housekeeping, laundry, and maintenance staff as per standard operating procedures.
• Understand the Chart of Accounts to code the invoices for housekeeping, laundry and maintenance.
• Be knowledgeable of room types and standards for supplies.
• Open and close rooms as required for maintenance.
• Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates.

Optimum Attributes: 

• Effective Communication skills
• Good team player
• Effective computer skills.
• Good listener and reasoning abilities.
• Emphatic and tolerant
• Rational, prudent, and practical.
• Well-groomed and professional appearance.
• Open with praise, discrete with criticism.

Performance Standards: 

Performance shall be measured by budgeted RevPar, Medallia Scores, QA Scores, and GOP Achievement.