Operations Manager

Description

Job Summary:

The Operations Manager provides leadership under the direction of the GM for aspects of the hotel’s operations with an emphasis on safety, guest satisfaction, efficiency and long-term financial success.

Position Reports To: General Manager

Employment:

· Full Time Salaried

· Work times may vary but must be available 24 hours a day, 7 days a week if needed.

· 40 Hours a week required but job responsibilities will likely demand 45 or more.

Supervisory Responsibilities:

· In General, assisting the GM with all aspects of the hotel’s operations, service, efficiency, performance, safety and well-being.

· Assist with HR functions at the hotel. This includes hiring, terminations, evaluations, wage recommendations, disciplinary action, benefit administration and other HR functions. Also, legal compliance in all HR matters.

· Conduct annual performance reviews for assigned team members and assist with cash incentive scoring.

· Oversee departments as directed by the GM

· Cover the morning shift at the front desk 3 days a week (7 am – 3 pm)

Duties/Responsibilities:

· Work closely with the General Manager in overseeing the entire hotel, guests, and employees. This includes: Front Desk, Sales Department, Food & Beverage, Housekeeping, Maintenance, Laundry, outside contracting, and every other aspect of the hotel. 

· Promptly respond to guest complaints and problems with personalized service under the direction of the General Manager.

· Review efficiency reports and help improve operational efficiencies.

· Help complete the Blackbook, Redbook and other required reports from the night audit reports for the previous day. Check for balancing of cash and credit cards. Each day a bank deposit slip is to filled out and the cash deposit taken to the bank. Change for the cash drawers should be checked daily and exchanged as needed. Any accounting irregularities should be reported to the company’s accounting department promptly.

· Review Medallia, TripAdvisor, Google and other review sites daily and help respond to guest remarks

· Monitor schedules of all departments to ensure they are properly staffed and efficient

· Determine ways to motivate and encourage employees; provide a positive work environment.

· Conduct annual performance reviews for assigned team members and assist with cash incentive scoring.

· Attend sales meetings

· Conduct Daily inspections of hotel rooms, general areas, swimming pool, landscaping and parking lot to ensure a safe, clean experience for the guests.

· Attend management meetings and huddles

· Attend outside training meetings as General Manager directs.

· Help with renovations and hotel projects

· Assist General Manager with any special projects or needs.

Requirements

Required Skills/Abilities:

· Exemplary Leadership Skills: Demonstrate outstanding organizational skills and a proactive willingness to learn, contributing to effective team leadership.

· Exceptional Service and Public Relations Skills: Exhibit strong interpersonal skills, fostering positive relationships with both guests and team members to enhance the overall guest experience.

· Advanced Computer Skills: Exhibit above-average computer skills, ensuring efficient utilization of company software systems such as Sage, PlateIQ, Fyle, Tripleseat, and hotel brand specific systems including hotel PMS to enhance operational processes.

· Comprehensive Understanding of Security and Safety Measures: Showcase a profound knowledge of security protocols and safety measures, ensuring the well-being of guests and staff.

· Fundamental Maintenance and Housekeeping Proficiency: Possess basic skills in maintenance and housekeeping to maintain the hotel's physical integrity and cleanliness standards.

· Basic Accounting and Bookkeeping Skills: Demonstrate foundational knowledge in accounting and bookkeeping practices to contribute to financial management responsibilities.

· Sales Expertise: Showcase experience in sales, leveraging effective strategies to drive revenue and enhance the hotel's market positioning.

Education and Experience:

· High School Diploma or equivalent required.

· Hotel experience

Physical Requirements:

· Ability to perform comprehensive property inspections: Capable of physically navigating all areas of the hotel property during inspections to ensure operational excellence.

· Strength for Lifting Tasks: Able to lift up to 25 pounds at a time, showcasing the physical capability to handle necessary lifting responsibilities within the hotel environment.

· Endurance for Extended Work Hours: Prepared for the demands of the role, including the ability to work 18-hour days and night shifts when required. This necessitates the capacity to function effectively with limited sleep over extended periods.

Responsibilities/Skills Unique to This Property:

· Oversight of all brand compliance