Operations Manager

Role Overview

• Plan and manage the following functions of the hotel (Front Office, Housekeeping, Laundry, comp F&B) to achieve customer (guest, employee, corporate and owner) satisfaction and quality service while meeting/exceeding financial goals
• Position is responsible for short and long term planning and day-to-day operations of the above areas in the hotel
• Develops and recommends the budget, marketing plans and objectives and manages within those approved plans
• Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us
• Manage the Human Resources in the group in order to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate
• Develop, recommend, implement and manage the group's annual budget, business/marketing plan, forecasts and objectives to meet/ exceed management expectations
• Implement company programs (company/franchise), develop local programs and procedures and manage the operations of the group, ensuring compliance with SOPs, safety regulations and all other federal, state and local laws and regulations to ensure optimal levels of quality service and customer satisfaction
• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality
• Comply with emergency organizational procedures and training assigned Departmental Ambassadors to ensure appropriate protection for the hotel quests, staff and company asset
• Promote an accident prevention program to minimize liabilities and related expenses
• Manage the maintenance/sanitation of the front and back of the house to protect the assets, comply with regulations and ensure quality service and customer satisfaction
• Assume the responsibilities of the General Manager in his/her absence

Requirements

• High School diploma /Secondary qualification or equivalent
• Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards
• Requires advanced knowledge of the hospitality and business management fields
• Requires considerable working knowledge of other major areas and the skill to integrate and communicate that information
• Requires studying, analyzing and interpreting complex activities or information in order to improve known practices or develop new approaches
• Ability to make decisions with only general policies and procedures for guidance and keeping the General Manager informed of general direction
• Requires highly developed communication skills in leading Ambassadors and guest satisfaction
• Must have excellent speech and written skills in order to communicate with managers, guests and Ambassadors
• Must have excellent literacy skills necessary for reports, policies and procedures
• Must have vision ability in order to visually inspect hotel
• Must have mobility to walk through the front and the back of the hotel
• Basic math skills are used frequently when handling cash or credit
• Problem-solving, reasoning, motivating, and training abilities are often used
• Have the ability to work a flexible schedule including nights, weekends and/or holidays

Benefits

• Medical/Dental/Vision
• Vacation & Holiday Pay
• Same-day pay available
• Employee Assistance Program
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• Third Party Perks (Movie Tickets, Attractions, Other)
• 401(k)
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Life insurance
• Parental leave
• Referral program