TITLE: Operations Manager

DEPARTMENT: Operations SUPERVISOR: General Manager

SUMMARY:

Assist the General Manager in all departments in the effort to generate profit, meet or exceed budget expectations, and maintain operational and guest service standards. Directly supervise departments including Front Office, Housekeeping, and Engineering to ensure all departments and brand standards are being met and operational efficiencies are being realized.

ESSENTIAL FUNCTIONS:

• Hire, train, counsel and motivate strong departmental teams

• Develop departmental schedules to ensure staffing is adequate and within budget guidelines

• Assist in performing department forecasts

• Process accounts receivable and monitor the department budgets

• Check all daily reports and respond accordingly to findings

• Ensure guest special requests are fulfilled

• Ensure proper delivery of guest services as directed by the General Manager

• Monitor posting of guest charges to minimize lost revenue

• Monitor room availability to ensure hotel is maximizing room revenue

• Update systems availability from cancelations and arrival and departure changes

• Ensure that an effective cash control system is in place and that all credit card and check cashing policies are followed

• Oversee GSS scores for the entire hotel and prepare action plans with departmental leaders for improvement

• Focus on employee morale and attitude to develop a culture where customer service is the focus and ensure an employee attitude of attentiveness and anticipation of guest needs

• Ensure all departments are in compliance with all required trainings

• Oversee the preventative maintenance program with the engineering team to ensure ongoing compliance

• Be present and actively oversee breakfast service on a regular basis

• Conduct frequent housekeeping, food and beverage, maintenance and front office inspections for cleanliness, sanitation, safety, and brand standard compliance

• Manage brand and OTA messaging platforms

• Educate department heads on emergency procedures and ensure all employees are properly trained in these procedures

• Use the L.E.A.R.N Model for all guest recovery incidents that occur (Listen, Empathize, Apologize, React, Notify)

• Always have a friendly and welcoming demeanor when interacting with our guests

• Establish effective departmental communication through active use of Quore, departmental meetings, and ongoing coaching and counseling

• Create employee engagement activities and reward recognition for outstanding efforts

• Develop and maintain hotel programs to assure that the Quality Assurance Program criteria are met

• Take a leadership role in all human resource related functions including coaching, counseling, and discipline, training, employee relations, safety, workers compensation and recruiting

• Participate in the MOD program. Working regular weekends will be required

• Carry out any reasonable request by management that I am capable of performing

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

These duties may require you to frequently bend, lift, carry, twist, push, pull, reach, kneel, and may require prolonged periods of standing and/or walking. Must be able to lift, push, and pull a minimum of 50 pounds