Operations Manager

Job Overview

The Operations Manager is involved in all facets of property management, including sales, revenue, operations, budget and personnel. They are responsible for leading, supervising and managing the Front Desk, Night Audit, Housekeeping department, and Engineering department. This person is responsible for providing and ensuring attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing revenue and occupancy. They are expected to develop and promote superior service skills in dealing with clients, guests, and co-workers. Additional duties include being an active participant in assisting sales, revenue management and assisting with the food & beverage team. The Operations Manager tends to all facets of the hotel in the absence of the General Manager.

Essential Functions

●Represent the hotel in a professional, knowledgeable and eloquent manner.

●Receive, handle, and convert inquiries into meetings, events, and group sales.

●Negotiate and distribute contracts as well as handle and submit payments to include posting charges, cashing checks, taking deposits, and issuing refunds according to company procedures. 

●Maintain an impeccably clean, safe and inviting atmosphere inside and out.

●Ensure that all interactions with guests, managers and other employees are always friendly, attentive, courteous and efficient.

●Serve as the Manager on Duty (MOD) during assigned shifts, addressing guest concerns and resolving issues promptly. 

●Assist in creating a positive team-oriented environment which focuses on the guest, through employee development and motivation.

●Maintain a professional working relationship and promote open lines of communication and teamwork with all employees and department heads. Lead by example.

●Supervise hotel staff ensuring policies and procedures are maintained. 

●Assist with AP entry and ensure Daily Reports are accurate and entered into the accounting system.

●Assist with training and onboarding of new employees to maintain high customer service standards.

●Complete gift shop ordering and inventory in accordance with budget.

●Develop a full understanding of all hotel departments and operations including front desk, housekeeping, sales, and food & beverage.

●Assure that the property remains at the highest standards of maintenance and cleanliness.

●Achieve exceptional guest satisfaction scores and respond to guest concerns as appropriate.

●Step in to cover shifts across departments as needed due to callouts, vacations, or emergencies. 

●Promote a service first culture at the hotel.

●Delegate skillfully and partner with the property’s leadership team to build accountability and achieve shared success

●Inspect the properties regularly.  Accompany the Executive Housekeeper, Chief Engineer, or Maintenance Technicians, etc., as necessary on these rounds.

●Ensure the cleanliness and maintenance of the physical properties through inspections and preventive maintenance programs with department managers.

●Assists with optimizing the overall sales and revenue management strategy to capture growth and deliver long term profitability.

●Assist in the development, execution, and evolve a multi-year property level business strategy with focus on brand positioning.

●Provide oversight of ongoing financial reporting, forecasting, and planning.

●Perform other duties as reasonably assigned by the General Manager 

Qualifications

●At least 3-5 years of progressive experience in a hotel or related field.

●Supervisory experience required.

●Must be proficient in computer business software applications such as Word and Excel.

●Must have a valid driver’s license.

●Must be fluent in English.

●Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.

●Must be able to evaluate and select among alternative courses of action quickly and accurately.

●Must have the ability to assimilate complex information and data from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.

●Must maintain composure and objectivity in stressful, high pressure situations.

●Must have effective organizational skills and be able to convey information and ideas clearly.

●Must be capable of self-supervision and have the ability to manage multiple tasks and personnel.

●Must be able to work with and understand financial information and data, and basic arithmetic functions.

●Maintain and convey a positive and respectful demeanor to employees and guests.