Operations Manager

Residence Inn/SpringHill Suites Indianapolis•Indianapolis, IN

40d•$45,000 - $55,000

About The Position

The Operations Manager is responsible for maximizing hotel operations, including guest and employee satisfaction, financial performance, sales and revenue generation, and delivering a return on investment to ownership. This role involves overseeing and modeling efficient and courteous service throughout the hotel in accordance with company standards while optimizing revenue. The Operations Manager is also responsible for ensuring adherence to all applicable company standard operating procedures.

Requirements

High School Diploma or equivalent education required.
Minimum of three years of supervisory experience in hotel operations, with a focus on front desk, housekeeping, and maintenance.
Excellent verbal and written communication skills.
Basic computer skills and knowledge of hotel management software.
Ability to maintain compliance with local, state, and federal laws and regulations.
Ability to stand and move throughout the hotel for up to four hours at a time.
Must be able to lift up to 15 lbs occasionally.

Responsibilities

Maximize guest experience and ensure overall service excellence.
Maintain and uphold Brand Standards throughout the hotel.
Direct and coordinate activities of the front desk, housekeeping, reservations, guest services, security, and maintenance departments.
Optimize Average Daily Rate (ADR) and Occupancy levels.
Facilitate communication between Sales and Operating departments.
Monitor daily hurdle points, selling strategies, competitive rates, and internet rates to yield the best room revenue and occupancy rates.
Implement aggressive up-selling strategies to maximize room rates.
Oversee housekeeping and maintenance operations to ensure compliance with standard operating procedures.
Control department head schedules and expenses, implementing cost-saving strategies as necessary.
Monitor and control daily costs per occupied room for housekeeping and maintenance.
Ensure that the property meets or exceeds Brand Standards.
Participate in the Manager on Duty program, ensuring the hotel’s guest services are fully supported.
Empower associates to exceed guest expectations, solicit guest feedback, and promptly resolve any guest complaints.
Model desired behavior in all aspects of hotel operations.
Adhere to all work rules, procedures, and policies established by the company.
Understand and adhere to budget guidelines, including staffing and purchasing procedures.
Assist in recruiting, interviewing, and training new associates.
Ensure compliance with all relevant labor laws and regulations.
Ensure all financial transactions are properly documented and reconciled.
Maintain adequate levels of supplies and ensure proper documentation of maintenance issues.
Properly handle and account for keys.
Be knowledgeable of and enforce emergency procedures and security policies.
Provide ongoing coaching and support to team members, fostering a positive and productive work environment.
Ensure all guest interactions are conducted in a courteous and professional manner, aligning with company standards.
Collaborate with other departments to ensure seamless service delivery and enhance overall guest satisfaction
Maintain strict adherence to safety and security protocols, including the proper handling of keys, lost and found items, and emergency procedures.
Participate in daily hotel operations meetings and contribute to the overall hotel strategy.
Perform additional duties as assigned by the General Manager, supporting the overall success of hotel operations.