HOTEL OPERATIONS MANAGER

Fisher Island Club•Fisher Island, FL

About The Position

The Hotel Operations Manager oversees the operations of the Hotel, Butler Service, and Housekeeping Departments. The role is accountable for achieving member and guest satisfaction while consistently delivering the highest quality service standards. The manager provides daily direction to staff and supports departmental operational objectives in alignment with the Club’s vision and mission. The position reports to the Director of Member Accommodations and focuses on creating and maintaining a professional, member-centric operation. The manager leads by example, fosters open communication and teamwork, develops and maintains service policies and procedures, and manages staff performance and development. The role also oversees budgeting, payroll and expenses, financial reporting, revenue management, room inventory, guest service, and coordination with other Club departments. The position requires a flexible schedule that may include mornings, evenings, nights, weekends, and holidays.

Requirements

5–10 years of upscale hotel and resort experience.
Previous Hotel Management experience, including housekeeping and front desk or rooms division.
Valid driver’s license.
Availability to work mornings, evenings, holidays, and night shifts as required.
Proficiency with Outlook, Word, and Excel.
Ability to communicate verbally and in writing, coach, and lead.
Strong interpersonal, managerial, leadership, organizational, and time-management skills.
Ability to manage change effectively and conceptualize the Club’s mission.
Experience presenting to groups.
Track record of promoting teamwork.
Experience communicating with, training, and managing multilingual staff.
Ability to promote a guest-service-oriented attitude and train and develop employees with limited experience.
Ability to coach employees in calm, organized conflict resolution and de-escalation.
Strong customer-service, reasoning, and problem-solving skills, with attention to detail in follow-up.
Ability to follow and enforce company policies and procedures and quickly evaluate alternatives and choose a course of action.
Professional appearance and good hygiene; respect for coworkers, guests, and members; positive, courteous behavior and ability to build camaraderie.

Responsibilities

Lead by example using a hands-on management approach and foster an open-door environment for team members.
Develop and maintain effective communication and working relationships across Club departments.
Develop, update, and oversee policies and procedures that enhance and measure service quality.
Monitor front office payroll and other expenses in accordance with the departmental budget.
Work with night audit staff to ensure timely and accurate reporting of daily operating results and revenue and expense statistics.
Recruit and select team members; evaluate performance; coach, reward, and discipline staff fairly and lawfully.
Build morale and provide professional development and cross-training opportunities for hotel staff.
Maintain a physical presence during periods of high business volume and provide clear direction to staff.
Resolve member and guest complaints, monitor operational issues and employee performance, and take steps to maintain satisfaction and service quality.
Report safety hazards and assist with emergency and security procedures according to the employee manual and emergency plan.
Troubleshoot operational problems and examine processes to prevent recurrence.
Ensure members and guests are treated efficiently and courteously and that Club and Hotel standards and procedures are consistently followed.
Work with accounting to maintain accurate departmental financial records and meet financial objectives.
Coordinate with other Club departments to improve communication, operational efficiency, and member and guest satisfaction.
Apply revenue-management knowledge to manage rates and room inventory to maximize profitability while meeting guest expectations.
Collaborate with Housekeeping and Engineering to ensure Hotel areas are maintained and in working order.
Provide ongoing direction to staff and follow up with relevant departments to ensure superior guest service and achievement of departmental objectives.
Ensure staff consistently follow grooming and uniform guidelines and guest-service standards.
Handle correspondence and pre-plan arrivals as required; propose appropriate check-in programs based on the arrival experience.
Complete monthly business and profit-and-loss analysis and maintain budget control.
Review, establish, and approve procedures for Hotel functions and work with department leaders to implement operational-efficiency programs.
Complete other assigned tasks and exercise discretion and independent judgment on significant matters.