Operations Manager OEM/HM

Emory Guest House (Crestline Hotels and Resorts)•Atlanta, GA

7d•$50,000 - $55,000

About The Position

Crestline is seeking a service-oriented Operations Manager to join the hotel leadership team. The Operations Manager is responsible for delivering an exceptional guest experience while maximizing hotel profitability and ensuring hotel operations are conducted professionally, consistently, and to established service standards. The role plans, implements, and controls departmental strategies, and helps build and maintain 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 position works closely with hotel departments and leadership to improve guest satisfaction, revenue, service quality, operational performance, cleanliness, and safety. It oversees staff training and development, guest complaint resolution, operational inspections, budgets and payroll records, departmental forecasts, supply and equipment par levels, and security in hotel public areas. The Operations Manager also maintains detailed knowledge of hotel operations, services, rooms, rates, arrivals, departures, groups, VIPs, and guest arrangements.

Requirements

High school diploma or GED, or five years of equivalent work experience.
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 goals and increase revenue.
Collaborate with the operations team and other hotel departments to exceed guest expectations and ensure effective hotel operations.
Anticipate and promptly respond to the needs of guests and employees, and promote positive guest relations.
Ensure guests have a positive experience from arrival through departure.
Analyze GSA scores and comments, build on positive strategies, and develop and execute plans to address deficiencies.
Ensure operations staff and supervisors are trained to standards and can perform their departmental duties.
Work with department supervisors on their personal and professional development.
Investigate and resolve guest complaints about service or accommodations.
Monitor budgets and payroll records and review financial transactions to ensure expenditures are authorized and budgeted.
Establish standards for personnel performance and customer service.
Review procedures and operational problems to identify improvements to service, performance, cleanliness, and safety.
Assist the Assistant General Manager and General Manager with worker training, personnel problem resolution, hiring, and employee performance evaluations.
Provide leadership and mentoring to operations staff.
Maintain complete knowledge of operations department policies and service procedures, as well as hotel features, services, room types, rates, packages, promotions, arrivals, departures, room availability, group activities and details, VIPs, and special requests or arrangements.
Conduct daily walkthroughs of operations areas, assess staffing, cleanliness, maintenance, service, operational quality, and storage areas, 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 security in hotel public areas.
Establish par levels for supplies and equipment.
Conduct pre-shift meetings to review information relevant to each day's business.