Operations Manager

OTO Development•Napa, CA

19d

About The Position

The Operations Manager oversees hotel operations, supports the hotel team in managing wages and controllable expenses, and works to maintain profit margins without compromising guest or team member satisfaction. The role manages costs including supplies, utilities, food and beverage, and labor within budgeted parameters, while using sales and revenue acumen to support an efficient, profitable operation. The Operations Manager ensures training takes place throughout the property, oversees housekeeping, and maintains the cleanliness and functionality of hotel rooms and the building. The role reviews financial reports and performance against budget, identifies areas of concern, and develops strategies to improve results. It builds collaborative relationships with direct reports and the broader team, solicits feedback, supports fair treatment, and hires and develops team members. The Operations Manager promotes exceptional service, models desired service behaviors, advocates for guests, gathers customer feedback, and uses service data to identify trends and improve satisfaction. The Operations Manager also ensures the property is well maintained, meets franchise standards, and is safe and secure for guests and team members. The role makes operational decisions, removes obstacles, ensures resources are available, motivates teams, applies policies consistently, recognizes performance, and communicates and ensures execution of hotel emergency procedures. The position does not require travel and is managed by OTO Development.

Requirements

At least 3 years of previous hotel management experience 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; a college degree is preferred.
Extensive financial knowledge and strong business acumen.
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.
Able to walk and stand for extended periods as the job dictates.

Nice To Haves

Food and beverage experience preferred.
College degree preferred.

Responsibilities

Coach and support hotel team members in managing wages and controllable expenses while maintaining profit margins and guest and team member satisfaction.
Manage hotel costs, including supplies, utilities, food and beverage, and labor, within budgeted parameters and support an efficient, profitable operation.
Ensure service, technical, and other training occurs throughout the property.
Ensure hotel rooms and the entire building are clean and functional; oversee the housekeeping department’s daily operations.
Review financial reports and statements, assess performance against budget and expenses, identify concerns, and develop improvement strategies.
Establish and maintain collaborative relationships with direct reports and the broader team, and ensure direct reports do the same with 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 functional expertise, creativity, and leadership suited to operational needs.
Foster team member commitment to exceptional service, participate in daily stand-up meetings, and model desired service behaviors.
Communicate drivers of guest satisfaction and ensure service strategy elements are in place.
Advocate for guests by coordinating resources to resolve guest and operational issues.
Interface regularly with customers to obtain feedback on product quality, service levels, and overall satisfaction.
Observe team member service behaviors and provide feedback to individuals and/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.
Ensure the building is maintained and 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 where 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.