Operations Manager

OTO Development•Washington, DC

5d•Onsite

About The Position

We are pleased to announce a wonderful opportunity for an Operations Manager. This role involves coaching and supporting the hotel team to effectively manage wages and controllable expenses, striving to maintain profit margins without compromising guest or team member satisfaction. The Operations Manager will manage costs within the hotel, including supplies, utilities, food and beverage, and labor expenses to within budgeted parameters, combining with sales/revenue acumen to deliver an efficient and profitable operation. They will ensure service, technical skills, and other training occurs throughout the property to support successful daily operations and ensure the cleanliness and functionality of the rooms and entire building of the hotel. This role effectively runs and oversees the housekeeping department, ensuring it operates effectively on a daily basis. The Operations Manager will review financial reports and statements to understand the property’s performance versus budget and expenses, working to determine areas of concern and developing strategies to improve performance. They will establish and maintain open, collaborative relationships with direct reports and the entire team, ensuring direct reports do the same for their teams. Establishing a presence with team members on property and actively soliciting team member feedback through an “open door” policy and reviewing team member engagement results to identify and address team member problems or concerns is crucial. Ensuring team members are treated fairly and equitably, and hiring team members who demonstrate strong functional expertise, creativity, and leadership to meet the business needs of the operation are key responsibilities. The role fosters team member commitment to providing exceptional service, participates in daily stand-up meetings, and models desired service behaviors in all interactions with guests and team members. Demonstrating and communicating drivers of guest satisfaction, ensuring core elements of service strategy are in place to produce the desired results, and serving as a guest advocate for the property by pulling together resources to resolve guest and operational issues and impact results are vital. The Operations Manager will be highly visible and interface with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction. They will observe service behaviors of team members and provide feedback, review comment cards, guest survey results, and other data to identify areas for improvement, and analyze service issues to identify trends. Facilitating the development of creative solutions to overcome obstacles and ensuring implementation to continually improve guest satisfaction results are expected. Ensuring the building is well maintained and that operational areas have an atmosphere that meets or exceeds guest expectations, making decisions and overseeing team performance, removing obstacles to success, and ensuring adequate resources are available to achieve business results are core functions. The Operations Manager will inspire and motivate teams to achieve operational excellence, ensure policies are administered fairly and consistently, and that team member performance is evaluated and recognized where appropriate. Ensuring the property meets franchise standards and is a safe and secure facility for guests and team members, and communicating and ensuring execution of hotel emergency procedures are also key responsibilities.

Requirements

3+ years of previous hotel management experience preferred
Food and Beverage experience preferred
Previous hotel leadership experience with proven success in leading teams
Ability to coach, train, praise, and discipline employees effectively and consistently
At least a high school diploma, with a college degree preferred
Extensive financial knowledge and strong business acumen
A valid driver’s license from the appropriate state
Drive for results demonstrated through successful performance in prior leadership positions
Action orientation to work efficiently and effectively toward operational objectives
Strong time management skills to meet commitments across multiple departments and roles
Customer focus to consistently deliver optimal employee and customer satisfaction for the hotel

Responsibilities

Coach and support hotel team to effectively manage wages and controllable expenses.
Strive to maintain profit margins without compromising guest or team member satisfaction.
Manage costs within the hotel, including supplies, utilities, food and beverage and labor expenses to within budgeted parameters, combining with sales/revenue acumen to deliver an efficient and profitable operation.
Ensure service, technical skills and other training occurs throughout the property to support successful daily operations.
Ensure the cleanliness and functionality of the rooms and entire building of the hotel.
Effectively run and oversee the housekeeping department ensuring that it is run and operating effectively on a daily basis.
Review financial reports and statements to understand property’s performance versus budget and expenses.
Works to determine areas of concern and develops strategies to improve performance.
Establish and maintains open, collaborative relationships with direct reports and entire team. Ensures direct reports do the same for their team.
Establish a presence with team members on property and actively solicits team member feedback.
Utilizes an “open door” policy and reviews team member engagement results to identify and address team member problems or concerns.
Ensures team members are treated fairly and equitably.
Hire team members who demonstrate strong functional expertise, creativity and leadership to meet the business needs of the operation.
Foster team member commitment to providing exceptional service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and team members.
Demonstrate and communicates drivers of guest satisfaction; ensures core elements of service strategy are in place to produce the desired results.
Serve as a guest advocate for the property. Pulls together resources to resolve guest and operational issues and impact results.
Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
Observe service behaviors of team members and provides feedback to individuals and/or supervisors.
Review comment cards, guest survey results and other data to identify areas of improvement.
Analyze service issues and identifies trends.
Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
Ensure that building is well maintained and that operational areas have an atmosphere that meets or exceeds guest expectations.
Make decisions and oversee team performance, removes obstacles to success and ensures adequate resources are available to achieve business results.
Inspire and motivate teams to achieve operational excellence.
Ensure policies are administered fairly and consistently and that team member performance is evaluated and recognized where appropriate.
Ensure property meets franchise standards.
Ensure property is a safe and secure facility for guests and team members.
Communicate and ensure execution of hotel emergency procedures.