Operations Manager

JOB SUMMARY

Provides guidance and leadership to the Rooms Division and Food & Beverage Operations, ensuring consistent compliance to Hotel policies, and quality customer service while maximizing departmental profits.  Indirectly offers supervision for the entire Hotel as well as making policies and developing plans for carrying out work programs.  Acts as General Manager in the absence of the position.

ESSENTIAL JOB FUNCTIONS

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

Business Results

• Implements and manages hotels daily quality process including goal communication, staff member improvement, and compliance with Hotel standards of product and performance, service recovery and problem prevention.  Disseminates feedback from comment cards guest satisfaction surveys and care logs.
• Communicates effectively both verbally and in writing to provide clear direction to staff.  Assigns and instructs all direct reports in details of work.  Observes performance and encourages improvement.  Monitors hotel traffic and makes staffing adjustments accordingly.   Supervises and reviews costs and inventory.
• Fields guests complaints, conducting thorough research to develop the most effective solutions and negotiate results.  Prepares written correspondence to customers.  Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.   Remains calm and alert especially during emergency situations and heavy Hotel activity.  Plans and implements detailed steps by using experienced judgment and discretion.  Prepares and presents Group information for property reviews with owner representatives and corporate executives. 
• Supervises the budgeting, forecasting, training, motivating and staffing of the Rooms Department and F&B Departments.
• Prepares Forecast expenses and actual results for the Rooms and F&B Departments revenue and expenses.   Reviews Security and Manager on Duty log daily for significant incidents, reports to the General Manager and coordinates with department heads all enforcement of policy and/or improvements in service needed.
• Works closely with General Manager in establishing and monitoring policies and guidance in the day to day operation of the Hotel to ensure profitability and consistency.  Solves through initiative and reasoned judgments problems of detail that come up in the course of the work.
• Plans, organizes, chairs, attends, and/or participates in various Hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
• Conducts disciplinary action as required.

Guest Satisfaction

• Ensures a high level of customer satisfaction and builds long terms mutually beneficial customer relationships to support future revenue growth. 
• Coordinates and communicates verbally and in writing with customer (internal and external). Follows up with customer.
• Makes presence known to customer at all times.   
• Displays leadership in guest hospitality and ensures consistent, high level service throughout all phases of hotel events.  
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels.  Effectively responds to and handles guest problems and complaints.
• Reviews Guest Service Results with leaders.   Participates in the development and implementation of corrective action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Utilizes SFA hotel system to capture and manage customer information on a daily basis. 

Leadership

…applies broad business knowledge and balances both a short- and long-term perspective to generate strategies while leading the organization to achieve them.

• Demonstrates commitment to Westmont Hospitality operating principles and philosophies.
• Holds self and others accountable for achieving results.
• Addresses conflict in a timely manner.
• Contributes to team results.
• Deals with change effectively.
• Makes decisions, including employees/team and commits to a course of action with available information.

Building Relationships

…eliminates insular thinking by fostering a positive climate for work relationships and teams committed to achieving organizational goals and initiatives.  In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

• Conducts one on one meeting with Direct Reports to ensure their ongoing development.
• Maintains open channels of communications for all levels (line employees through General Manager) and monitors employee relations.
• Aids in establishing a positive relationship between Hotel Corporation and property owners 
• Ensures all required licenses, permits, contracts, insurance, inspections, are in proper order, with the assistance of GM and Controller.
• Ensures the prompt and proper submission of all corporate, divisional and governmental reports required.
• Surveys and performs property inspections on a daily basis by visually identifying areas of the Hotel for needed improvements such as guest’s rooms, public areas and restaurants.
• Due to the nature of the business the individual may be required to do other duties and special projects as assigned by the supervisor.

Generating Talent

….Proactively identifies and develops talent within the organization

• Hires the best people available from inside and outside.  Hires for talent, diversity and balance of skills. Supports Hotel’s interviewing tools to ensure hiring decisions are based on the candidate’s job-related talent, skills and competencies.  Maintains succession planning.
• Develops, implements and maintains departmental orientation and training certification programs for employees to receive the appropriate new hire training to successfully perform their job.
• Uses all available on the job training tools for employees; implements and manages training initiatives and conducts training when appropriate; ensures self and direct reports have completed appropriate Hilton University training classes.
• Manages employee progressive discipline procedures for areas of responsibility.  Ensures hotels policies are administered fairly and consistently.   Ensures disciplinary procedures and documentation are completed according to Employee Handbook. 
• Ensures regular on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicate expectations, recognize performance and produce desired business results. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Actively solicits feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems and concerns.  Ensures employees are treated fairly and equitably.  Constantly strives to improve employee retention.   Brings issues to the attention of GM and Human Resources as necessary.
• Celebrates successes and publicly recognizes the contributions of team members; ensures recognition is taking place across areas of responsibility.   Maintains an on-going employee recognition program.

Organizational Learner

…actively pursues learning and self-development to enhance personal, professional and business growth; shares learning; demonstrates depth of knowledge in technical or specialized area

• Enlivens the CARE Culture   within the hotel
• Attends different departmental stand-up meetings and communicates information to the staff in the absence of the General Manager.
• Supports Public Relations’ initiatives  
• Represents General Manager at Staff Meeting, Stand-ups, in Orientation Classes and on conference calls    

KNOWLEDGE, SKILLS & ABILITIES

Experience  

• Minimum of 4 years hotel management experience of Department Head or above.
• Full Service Hotel Experience
  • Requires proven managerial skill as position involves frequent decisions, meeting of deadline, negotiations of contracts of vendors, analytical ability and the planning, organization development and coordination of large scale work projects.

Knowledge and Skills

• Excellent verbal and written English communication skills.
• Ability to read and communicate verbally and in writing and prepare complex occupancy reports.
• Computer literate in MS Word, Excel.  
  • Complex mathematical skills and considerable skill in the use of Excel Spreadsheets and/or calculator to prepare complex mathematical calculations without error, i.e. budgets, forecasting. 

PHYSICAL DEMANDS

Frequent walking, standing, sitting, hearing, talking, smiling.  Lifting, pushing and pulling of objects weighing up to ten (10) pounds.