Operations Manager

Crestline Hotels & Resorts•Syracuse, NY

About The Position

Crestline is seeking a service-focused Operations Manager to join the hotel leadership team. The role is responsible for delivering exceptional guest experiences while maximizing hotel profitability and ensuring hotel operations are carried out professionally, consistently, and to established service standards. The manager plans, implements, and controls departmental strategies and helps develop a competent, motivated, and empowered operations staff. The Operations Manager leads, trains, coaches, motivates, engages, and provides daily feedback to operations staff and supervisors. The role works with hotel leaders and departments to improve guest satisfaction, revenue, service quality, operational performance, cleanliness, and safety. It also oversees operational readiness, staffing, budgets, payroll forecasts, supplies, and public-area security.

Requirements

High school graduate or GED, or five years of work equivalent.
Computer skills are required.
Experience with hotel information systems is required.

Nice To Haves

Bachelor's degree preferred.
Familiarity with Microsoft Office preferred.

Responsibilities

Create and execute strategies to exceed guest satisfaction and revenue goals.
Collaborate with the operations team and other hotel departments to meet guest expectations and execute hotel operations effectively.
Anticipate and respond promptly to the needs of guests and employees, promote positive guest relations, and support a positive guest experience from arrival through departure.
Analyze GSA scores and guest comments, strengthen successful strategies, and develop and execute action plans to address deficiencies.
Ensure operations staff and supervisors are trained to standards and can perform their departmental duties.
Work with department supervisors to support their personal and professional development.
Investigate and resolve guest complaints regarding service or accommodations.
Monitor budgets and payroll records and review financial transactions to ensure expenditures are authorized and budgeted.
Establish standards for employee performance and customer service.
Review work procedures and operational problems to identify improvements in service, performance, cleanliness, and safety.
Assist the Assistant General Manager and General Manager with worker training, resolving personnel problems, hiring staff, and evaluating employee performance.
Provide leadership and mentoring to operations staff.
Maintain knowledge of operations policies and service procedures, hotel features and services, room types and rates, promotions, arrivals and departures, room availability, group activities, VIPs, and special requests and arrangements.
Conduct daily walkthroughs of operations areas, assess staffing, appearance, cleanliness, maintenance, service, merchandising, operational quality, storage, inventories, and equipment care, and direct personnel to correct deficiencies.
Review and respond to daily hotel operational demands.
Prepare weekly, monthly, quarterly, and yearly departmental financial and payroll forecasts.
Monitor the security of hotel public areas.
Establish par levels for supplies and equipment.
Conduct pre-shift meetings to review information relevant to each day's business.