Operations Manager

AC Hotel Washington DC (OTO Development)•Washington, DC

12d

About The Position

The Operations Manager oversees daily hotel operations, including housekeeping, expense management, team development, guest satisfaction, property maintenance, and safety. The role manages costs within budgeted parameters while protecting guest and team member satisfaction, and reviews financial reports to identify concerns and improve performance. The Operations Manager builds collaborative relationships, hires and develops team members, models service standards, and addresses guest and operational issues. The position also ensures the property meets franchise standards, remains safe and secure, and follows hotel emergency procedures.

Requirements

Previous hotel management experience; 3 or more years preferred.
Previous hotel leadership experience with proven success leading teams.
Ability to coach, train, praise, and discipline employees effectively and consistently.
At least a high school diploma.
Extensive financial knowledge and strong business acumen.
Valid driver's license from the appropriate state.
Demonstrated drive for results through successful performance in prior leadership positions.
Action-oriented approach to working efficiently and effectively toward operational objectives.
Strong time management skills to meet commitments across multiple departments and roles.
Customer focus and ability to deliver optimal employee and customer satisfaction for the hotel.

Nice To Haves

Food and Beverage experience.
College degree.

Responsibilities

Coach and support hotel team members in managing wages and controllable expenses while maintaining profit margins without compromising guest or team member satisfaction.
Manage supplies, utilities, food and beverage, and labor costs within budgeted parameters, using sales and revenue knowledge to support an efficient and profitable operation.
Ensure service, technical, and other training takes place throughout the property.
Ensure hotel rooms and the entire building are clean and functional.
Oversee the housekeeping department and ensure it operates effectively each day.
Review financial reports and statements, assess performance against budget and expenses, identify concerns, and develop improvement strategies.
Build and maintain open, collaborative relationships with direct reports and the wider team, and ensure direct reports do the same for their teams.
Maintain a visible presence with team members, solicit feedback, use an open-door policy, review engagement results, address concerns, and ensure fair and equitable treatment.
Hire team members with the functional expertise, creativity, and leadership needed to meet business needs.
Promote commitment to exceptional service, participate in daily stand-up meetings, and model desired service behaviors.
Communicate the drivers of guest satisfaction and ensure the service strategy's core elements are in place.
Advocate for guests by coordinating resources to resolve guest and operational issues.
Interface regularly with customers to gather feedback on product quality, service levels, and overall satisfaction.
Observe team members' service behaviors and provide feedback to individuals or supervisors.
Review comment cards, guest survey results, and other data to identify areas for improvement.
Analyze service issues and trends, facilitate creative solutions, and ensure implementation to improve guest satisfaction.
Maintain the building and ensure operational areas meet or exceed guest expectations.
Make decisions, oversee team performance, remove obstacles, and ensure adequate resources are available to achieve business results.
Inspire and motivate teams to achieve operational excellence.
Administer policies fairly and consistently, and ensure team member performance is evaluated and recognized as appropriate.
Ensure the property meets franchise standards and is safe and secure for guests and team members.
Communicate and ensure execution of hotel emergency procedures.