Operation Manager- Limited Service Hotel

Atira Hotels•Wood Dale, IL

About The Position

Oversee daily hotel operations including Front Desk, Housekeeping, Bistro, Shuttle and Maintenance. Ensure compliance with brand standards, company policies. Monitor guest satisfaction scores and online reviews; implement service improvements as needed. Conduct daily stand-up meetings and departmental walkthroughs. Ensure property cleanliness, curb appeal, and overall presentation. Resolve guest complaints promptly and professionally. Model and promote a guest-first service culture. Ensure consistent service delivery in alignment with brand expectations. Supports the successful execution of all hotel operations in the restaurant, bar, banquets, Engineering/ Maintenance and the Front Office. Strives to continually improve guest and employee satisfaction and maximize the Hotel’s financial performance. Ensures that standards and procedures are being followed. You will also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.

Responsibilities

Always ensure Outstanding customer care.
Maintains a friendly, cheerful and courteous demeanor at all times.
Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
Supervise daily shift process ensuring all team members adhere to standard operating procedures.
Train, direct the work of, resolve issues/problems and coach and counsel team members to ensure a quality operation.
Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
Adhere to company credit limit / floor limit policies.
Allocate rooms to expected arrivals after checking the guests’ preferences and special requests.
Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
Cross Check all billing instructions are correctly updated
Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
Oversee the operations of the front Office to ensure an optimal level of service and hospitality is provided to the guests.
Performs other duties as assigned, requested or deemed necessary by GM.
Ensure Front office log book and hotel log book is always updated and actioned upon.
Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
Participate in hotel committees and task force assignments.
Assist all departments in servicing the guests during high volume periods.
As a Manager you will be a role model, sharing your expertise and continually inspiring the Hotel Team.
Corresponds with group and travel agents to answer special requests for rooms and rates
Coordinates the activities of hotel front office and related personnel as directed
Ensures that goals are being translated to the team related to guest tracking and productivity.
Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on strengths.
Assists in ensuring that the team has the capabilities to meet expectations.
Leads by example, demonstrating self-confidence, energy, and enthusiasm.
Assists employees in understanding guests ever-changing needs and expectations and exceeding them.
Provides excellent customer service by being readily available/approachable to all guests.
Takes proactive approaches when dealing with guest concerns.
Always extends professionalism and courtesy to guests.
Responds timely to customer service department requests.
Ensures all team members meet or exceed all hospitality requirements.
Assists in performing required annual Quality audit with GM.
Ensures a viable critical control program is in place.
Understands financial statements, sales and activity reports, and other performance data.
Assists with scheduling ensuring productivity goals are being met.
Complete any other task assigned by the GM.