Operations Manager

Concord Hospitality Enterprises•Lyndhurst, OH

12d

About The Position

We are hiring an Operations Manager! This role involves demonstrating and communicating key drivers of guest satisfaction, analyzing service issues, and ensuring proper processes are met by department heads. The Operations Manager will communicate concerns to the General Manager, make decisions to achieve goals, and develop an operational strategy aligned with the brand's business strategy. This position monitors sales performance against budget, reviews financial statements, and coaches the operations team to manage occupancy, rate, wages, and controllable expenses. The role champions the brand's service vision, develops systems for associates to understand guest satisfaction results, and communicates departmental goals. The Operations Manager responds to and handles guest problems and complaints, stays visible to customers for feedback, and creates an atmosphere that meets or exceeds guest expectations. This role facilitates creative solutions, ensures associates are treated fairly, oversees fund controls, and ensures regular communication within departments. The Operations Manager fosters associate commitment to excellent service, participates in daily stand-up meetings, models desired service behaviors, and incorporates guest satisfaction into meetings with an emphasis on innovative improvements. This role sets goals and expectations for direct reports, solicits associate feedback, and ensures property policies are administered fairly and consistently. Annual performance appraisals are conducted, and the Operations Manager champions change and ensures business initiatives are implemented.

Responsibilities

Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
Analyzes service issues and identify trends.
Successfully works with department heads to ensure proper processes are being met.
Communicates effectively any rising concerns to General Manager to keep property headed in positive direction.
Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
Works with Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
Monitors Rooms operations sales performance against budget.
Reviews reports and financial statements to determine Rooms operations performance against budget.
Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.
Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.
Develops systems to enable associates to understand guest satisfaction results.
Communicates a clear and consistent message regarding departmental goals to produce desired results.
Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
Responds to and handles guest problems and complaints.
Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.
Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
Ensures associates are treated fairly and equitably.
Oversees and ensures funds controls are appropriately being collected and dropped in accordance with company policy.
Ensures that regular, ongoing communication is happening in Rooms when overseeing that area (e.g., pre-shift briefings, staff meetings).
Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.
Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
Solicits associate feedback, utilizes an “open door policy” and reviews associate satisfaction results to identify and address associate problems or concerns.
Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.