Hotel - Operations Manager

Ensemble•Pasadena, CA

14h•Onsite

About The Position

This position will report to the Hotel General Manager. The primary responsibilities for this position will be focused on routine operational tasks and supervising others in their operational assignments. Other duties may be as required by the business and/or training for career advancement. Ensure guest satisfaction and the efficient operation of the hotel by operations in the absence of the General Manager and/or the Manager on Duty. This individual may assist the General Manager by continually focusing on achieving hotel profitability through revenue generation, cost control, guest satisfaction, and development of associates. Exempt employees are expected to work as much of each workday as is necessary to complete their job responsibilities. The Operations Manager may function to support a number of areas at the property including: Housekeeping, Engineering/Maintenance, F&B, and Front Office.

Requirements

1-2 years management and/or supervisory experience.
Hotel experience preferred.
Excellent oral and written communication skills.
Excellent organization and time management skills.
Requires knowledge of discipline specific procedures and services and general knowledge of other departments in the hotel.
Requires supervision/management skills.
Ability to achieve positive guest relations and maximize guest satisfaction.
Ability to communicate in English.
Ability to handle cash and credit transactions.
Ability to enforce all company rules and SOPs.

Nice To Haves

Second language desirable.
OPERA experience is desired.

Responsibilities

Approach all encounters with guests and employees in an attentive, courteous, and service oriented manner.
Maintain regular attendance in compliance with Ensemble’s standards and required by scheduling which can vary according to the needs of the hotel.
Implement company programs (Hyatt/Ensemble) and manage the operations of the Front Office, F&B, and Housekeeping to ensure compliance of SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
Maintain high standards of personal appearance and grooming which include compliance with Ensemble’s grooming standards and wearing a nametag when working (per brand standards).
Comply and ensure adherence to Ensemble and Hyatt brand standards and regulations to encourage safe and efficient hotel operations.
Comply with certification requirements as applicable for position to include: Food Handlers, Hyatt Human trafficking, and additional training as assigned to be in compliance with hotel operations and state requirements.
As applicable to the hotel ensure the efficient operation of the hotel in the absence of the General Manager by supervising and supporting the Engineering, F&B, Front Office, and Housekeeping departments.
Work with Department Heads to gain a good understanding of each position and how it affects the operation of the hotel.
Assist in creating an environment where employees make empowered decisions to ensure guest satisfaction.
Follow up on all empowerment successes and opportunities with the appropriate Department Head.
As applicable to the hotel assist the General Manager with the creation of financial reports as required by the Corporate Office.
Meet all Corporate imposed deadlines as well as those imposed by the General Manager.
Participate in required M.O.D. coverage as scheduled.
Ensure that training in service standards is taking place in each department using the steps to effective training.
As needed assist the Human Resources Manager in recruiting, hiring, and training for Guest Services based on occupancy.
Participate in weekly Operations meetings to address overall settings.
Assist in creating a positive team-oriented environment that focuses on the guest through employee development and motivation.
Assist the Department Heads or General Manager with maintaining compliance with Preventative Maintenance and Deep Cleaning Programs through the daily and/or weekly inspection of rooms with the Housekeeping Manager and Property Engineer.
Be familiar with S.O.P.’s in all Operations departments.
Maintain a professional working relationship and promote open lines of communication with managers employees and other departments.
Ensure that all employees receive fair and equitable treatment according to Ensemble’s Standards of Conduct.
Complete required corporate training modules and become certified to train those as required.
Be in the public areas during peak times greeting guests and offering assistance as needed.
Maintain procedures for handling of the hotel safety specifically with regard to security.
Attend all scheduled meetings that take place on the property when you are scheduled.